Problems changing date of switch from virgin to sky

[Anne112]

Date of switch was 14 Feb. Now Sky engineer not attending until 6 March. Sky has not told Virgin the date has changed so Virgin will still disconnect my broadband on 14 Feb and I will have no broadband for 3 weeks. Has anyone else had this issue when changing Sky engineer visit date? How did you resolve it? I have tried speaking to both companies and they keep telling me to speak to the other one ... 

[FLC]

It's not uncommon for delays, especially when switching infrastructure as you are. I would recommend cancelling the termination with Virgin until such time as the SKy service is up & running. Better to pay for two services for a month than be without completely.

[Anne112]

Thanks for replying so fast. My problem is that it's too late for that., Virgin have already been told by Sky that the  contract is cancelled from 14 February,. That date is now too soon because Sky engineer is not coming until 6 March, but Virgin are going from the original cancellation date. 

[FLC]

Have you actually asked Virgin to cancel the termination? It seems odd that they wouldn't want to keep your cash for another month or two.

Otherwise the only option I can see is to cancel Sky altogether, which will (should!) cancel the termination of Virgin. Then place a new order with Sky, stressing that it's a second connection & not a switch.

[TimmyBGood]

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@FLC wrote:

Have you actually asked Virgin to cancel the termination? It seems odd that they wouldn't want to keep your cash for another month or two.

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I suspect the issue is that now Virgin is covered by one-touch-switch, manual renegotiation to keep their service until the Openreach circuit is active isn't necessarily possible in the way it was before.

[Chrisee]

@Anne112 the switch should be handled via the one touch switching system where if there is a date change the gaining provider (Sky) tells the losing provider (Virgin) of the date change which are not uncommon so it should be handled automatically. I would contact Sky as they have a team who handle switching issues go here https://www.sky.com/help/page/broadband-digital-hub and use the track my order option. 

[FLC]

@TimmyBGood 

Yes, possibly an unintended consequence. But it should still be possible to cance the switch entirely & start again without the switch.

[Anne112]

I agree with you that Virgin won't have a problem with charging me for another month, the issue seems to be IT systems related, the switch process is done automatically between the broadband companies and Virgin needs Sky to tell them the switch date has changed. No-one at Sky customer services I've spoken to seems to know how to do that so Virgin will cut me off on 14 Feb. Thanks!

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@Anne112 wrote:

Date of switch was 14 Feb. Now Sky engineer not attending until 6 March. Sky has not told Virgin the date has changed so Virgin will still disconnect my broadband on 14 Feb and I will have no broadband for 3 weeks. Has anyone else had this issue when changing Sky engineer visit date? How did you resolve it? I have tried speaking to both companies and they keep telling me to speak to the other one ... 

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[FLC]

Unfortunately the lack of contigency planning for when the computer says no is increasing a bain of modern life. Alongside sitting in a call queue for an hour listening to messages telling you you're an idiot for calling, because you can do everyhting online via our bots!

Looks like cancellation & re-ordering is the only option.

[Anne112]

You are correct, guys, I've had to cancel the switch as there is no way for Sky to communicate a date change to Virgin through the one touch system, unbelievably. I am now going to pray that Virgin doesn't just cut me off anyway ... ! 
thanks to one and all for trying to help me. 

[FLC]

@Anne112 

When you first placed the order with Sky you should have a received a "Sorry to see you go" or similar email from Virgin with notice of the swtich. That should also have contained contact details if you didn't want the switch to ahead. Might be worth replying to that now.

[Anne112]

Just to say thank you so much to everyone for helping me. I have now cancelled the Sky contract and started again, so VM shouldn't now be disconnecting me until the new service is up and running. Which is a huge relief ... !😀