Onetouch Switch caused me a massive headache

[Anonymous]

I wanted to send this over to you, as it’s been so frustrating, stressful and I don’t want anyone else to have to go through this. I don’t know if this is a common issue.

I have/had been with Sky for 16 years, with Broadband and TV and I am a diamond customer. I work from home. Have 2 parents in their 70s and 80s.

With all of that, the customer service I have received has been shockingly bad.

I am/was under contract with Sky for my broadband Full fibre 500 until 2027. No plans on cancelling, never hd any issues with the service. No issues.

That was until I received an automated email at the beginning of June from Sky, with the title, ‘we’re sorry you are leaving Sky’ saying they were sorry I had decided to cancel my broadband service. They had been informed by a 3rd party provided. They gave a final date of September 2nd and oh a lovely £245 cancellation charge.

That was all very confusing as I had not cancelled it, I was not moving address, nor had I planned too. So I immediately called them up.

The advisor mentioned that I had put in a one touch switch request as I am moving to my address.. No I had not. I am not moving property and I had not cancelled anything. They were confused. Could not really give me any solution as once a one touch switch is activated at an address, it apparently cancels the existing service at that property, even though it was not done by me. Someone has clearly entered the incorrect moving address (my property) and therefore, my broadband was to be cancelled. I was told by September 2nd.

They were to do some digging. The advisor mentioned, do not worry, if it is disconnected, it will automatically be reconnected.

He also asked if I walk on my road and see anyone moving it, to let us know. Which I laughed and said…So I need to do some investigating?

Why cant you just stop this process?  I believe as it was not done by Sky but by a 3rd party.

He tried to reassure me to not worry, we have until September 2nd to stop this from happening.

So I gave them some time to do some investigating.

I had not heard anything, so I called back…maybe a week or 2 later. I spoke to the same person who said nothing has really changed on their side, He couldn’t give me any new information but asked if I managed to find out if anyone had moved into my street to see if there was anything I could find out. Very odd.

Between June and the End of August, there was no contact from Sky, even though I had told them repeatedly I did not cancel this service, I am not moving, nor am I paying any charges do so.

I had a big family issue with my mum being in hospital so sorting my broadband out was the last thing on my mind, between this time.

Until August 29th when I got another automated email from Sky saying, Mark your broadband service ends soon. We’re sorry to see you. Before you go we would love to change your mind. Nothing in over 2 months about resolving my issue.

So I called up….again. This is now…4 days before my Broadband service is going to be disconnected.

I had to explain it all again, to someone new. I much have spoken to 6 or 7 different people on the Friday 29th, when I was at work also to try and figure out how to resolve this and not lose my service.

I did laugh when one of them said, I am so sorry Mark, we will send you a free Sainsburys pizza as an apology. REALLY????!!!! LOL

They could not tell me anything due to Ofcom rules about customer data of the customer that had instigated this one touch switch. Even they dont know it.

Sky were absolutely useless and could not give me any solution still.

They said I could call Cuckoo Broadband to see if they could help me find out the customer details as they are the provider. But I said…if Ofcom say you cant…they why would Cuckoo be able too?

I also got told its now gone past the point of being able to reactivate my account to stop it being turned off.

So I asked, why was it not stopped before this point then? They did not know.

Without a solution from Sky to resolve this and my constantly having to explain to different people from their customer loyalty team, who were like robots speak from a script and I am not getting anywhere, I need to find a solution for myself…I had a thought…

I called EE as I have a mobile contract with them. Never had any issues.

Within 30 seconds I was on a call with a Broadband sales advisor. Who actually spoke like a human being and not a robot. I explained my situation and that I am going to be without broadband from Tuesday….4 days away…Can you help. They could not believe what I told them and how ridiculous

They said they can easily give me broadband but that wont be activated until September 15th BUT can send me mobile router that will arrive by Monday and that will keep me going until the real thing is activated.

EE were so helpful and nice too.

So I called Sky back and said…cancel my broadband…I dont care anymore. I will sort it myself. Nobody there has been any help to me whatsoever. This is how you treat customers.

Nobody from Sky has EVER called me to help me solve this. I have constantly had to phone them again and again.

You have lost a customer. None of this is from my doing. Your process and system is shocking. You dont care about people like me. When my TV contract is up…im cancelling that too.

I called EE back after and orders the Broadband. The router didnt come on Monday, it arrive on the Saturday. The day after I called them. So fast.

Sky then sent me a cancellation letter of £345. So I had to call them again to say, good luck trying to get that from me.

The did say its been expunged but will see.

I then checked the Mysky app to see what my new bill would be. It still says the same price including the Broadband.

So I had to call them yet again to ask why.

Apparently a CRF form for the service to be cancelled was raised on September 2nd but on September 9th it still has not been looked at. So if I am charged, it will be refunded.

I guarantee that wont happen and they will still try to get the cancellation charge from me.

I cannot believe how bad Sky has been. Nobody could resolve this issue. OneTouch Switch is clearly caused this but there are no safeguards in place. The stress and hassle of this has been immense.

I cannot wait to fully leave Sky altogether and will not ever recommend to anyone. Shocking customer service.

[Pimms16]

I'm really sorry to read this. But sadly not one bit surprised.

We decided to switch to gigaclear. We were out of contract so as soon as I placed the GC order I looked up on sky how to cancel. It's says your new provider will tell us you're leaving. You don't need to do anything. 
So I didn't. Curiously within an hour of placing the new GC order I had an email from sky thanking me for my loyalty. 

Lo and behold some time later I got an angry demand for outstanding bb fee. Erm no I left and you were paid what was owed. Yes I did cancel my dd [removed]. Two months later after Lord knows how many attempts to resolve this they've suspended our tv package and won't do anything until I pay the £53 owed. They're now saying that it's between me and GC as they didn't tell sky. GC say because we didn't use one click or some such they won't have told sky. We joined GC via a personal referral so can only assume that why it wasn't offered. But. It doesn't t alter the fact that on the sky website says in black and white that if you're leaving you do t need to do anything. What was I supposed to do? Jump through the usual hoops  trying to contact them just to ask them 'are you sure?'  Yeah right. 
We're so angry and they've just hiked the tv cost so we're leaving never ever to return. But we can't. They won't let us cancel out tv until we've paid the outstanding amount. What kind of highwayman's tactic is that?!! 
All this has been going on whilst undergoing cancer treatment so I did push it to the side for a while I admit. Had way more importbat things to deal with. [removed]. I'm tempted to pay [removed] but why should they get away with it 😡

Moderator Actions: Removed unfounded allegations and inappropriate language