Ordered Sky Glass by phone on 28/11/23 - problem re TNT Sports - paying twice for this.

[HughVint]

I was advised I did not have to do anything with BT where I was already receiving this service - you would sort the transfer of provision. When my bank was presented with BT direct debit I cancelled this. I was contacted re non-payment and advised they had continued to provide this service and the earlist it would be terminated has been sorted for 02.02/2024. Will you please arrange refund for the period up until then.

[SKY1992bf]

@HughVint  Sky won't refund any costs you have incurred from bt in this instance 

provider's cannot cancel tv services on behalf of a customer that's solely a customer responsibility 

providers can only transfer broadband services as part of the switch service if they use the openreach network 

[Exiled-in-HH]

Big mistake ... you cancelled the DD🤔

Any refunds can only be organised by BT or Sky😉

[HughVint]

COMPLAINT

During order conversation I asked specifically whether I needed to contact BT regarding cancellation and was told categorically that it was all handled at your end - otherwise I would have given notice to BT and transferred to you once the term was completed.

[SKY1992bf]

@HughVint  Your not addressing sky support here we are fellow customers 

you will need to lodge a formal complaint directly with sky if you want to take this further 

https://www.sky.com/help/articles/how-to-make-a-complaint

[Exiled-in-HH]

You need to phone Sky and BT Customer Services to let them know of your issues😉

https://helpforum.sky.com/t5/About-Sky-Community/ct-p/Members

[MarkGoldsmith]

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@HughVint wrote:

COMPLAINT

During order conversation I asked specifically whether I needed to contact BT regarding cancellation and was told categorically that it was all handled at your end - otherwise I would have given notice to BT and transferred to you once the term was completed.

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Yup that would cover the transfer of phone and broadband from BT to Sky as they are delivered by the same network (like electricity and gas, where you can only have one provider providing the services via the same infrastructure).

TV services are delivered completely separately, its not possible for 1 company to cancel a customer's TV contract with another. For one reason it is possible for a customer to want to have TV service from both Sky and BT/EE