This topic

charges from previous provider

tomi1492 — Mon, 24 Oct 2022 19:06:04 GMT

I have recently (16 September 2022) switched broadband from SKY to BT . However, last Saturday I discovered that SKY still charges me for September and now for October. This costs £71 together. I have contacted their customers service . They explained to me that they don't know that I left them. According to the BT website it BT’s job to do so. https://www.bt.com/help/landline/do-i-need-to-call-my-existing-landline-provider-when-i-change-to

In the meantime, I have spoken with BT customers service and they don't understand this problem. They adviced me to contact BT switch team and ask for refund of contract termination charge. However, I will not get this bill because BT didn't tell them that I left the service. Somebody made a mistake, at my expense. BT should tell SKY that they are taking over the lane and someone should refund me. But I am not sure who.

Re: charges from previous provider

garybs29 — Mon, 24 Oct 2022 19:11:57 GMT

Out of interest was this a straight FTTC-FTTC switch or one from FTTC-FTTP? Either way it's BT's fault but if it's to FTTP the original line was left active. Either way if you contact Sky & cancel then you can still get it done so. Out of interest though did you get invited to switch with charges paid as it's all done by invite only these days

Re: charges from previous provider

tomi1492 — Mon, 24 Oct 2022 19:40:32 GMT

Thank you for your promptly reply.

I know that I can cancel the SKY service myself. However, I am looking for BT to do this because of someone's incompetence which cost me money. Do you maybe know who I suppose to contact?

Re: charges from previous provider

garybs29 — Mon, 24 Oct 2022 19:49:35 GMT

BT won't do it now if the service is set up plus it'll be much quicker to contact them & do it yourself anyway. Make sure you keep any bills anyway as I'd expect them to credit you for the period too

Re: charges from previous provider

imjolly — Mon, 24 Oct 2022 19:50:29 GMT

Were you moving from FTTC to FTTP? And digital voice?

Re: charges from previous provider

tomi1492 — Mon, 24 Oct 2022 20:04:23 GMT

If I cancel the SKY myself that from BT's perspective will nothing happens. They don't know about the mistake. If I keep the bills, who I suppose to show it. I need to make a complaint and claim.

Re: charges from previous provider

garybs29 — Tue, 25 Oct 2022 14:50:47 GMT

Basically you'll have to cancel Sky yourself & contact BT to make them aware of the mistake, as the services are active BT can't do a wlt anymore

Re: charges from previous provider

tomi1492 — Tue, 25 Oct 2022 19:08:37 GMT

Thank you.

However, the guys from the switch team advised me to rise to complain.

I will share my experience after I know something more.

Re: charges from previous provider

garybs29 — Tue, 25 Oct 2022 20:42:03 GMT

You'll still have to cancel it as well as raising the complaint. At this stage only someone who can pass security with Sky can cancel as it will have to be done by phone now