This topic

BT still billing me despite services ending on 17th Oct

such01 — Sun, 03 Dec 2023 21:50:11 GMT

SKY took over my BB on Oct 17th and insist that it BT would have seen this. BT are saying they were never notified. I called BT and told them SKY are now my provider and they can see it was taken over on 17th Oct.

SKY insist that BT would be able to see the request for the service takeover, but BT say SKY is at fault, I'm going round in circles. SKY advised not to pay BT as they are not providing any services.

I am still getting billed by BT with charges added for non payment.

How do I get BT to stop billing me - I am concerned this may show up on my credit file as I do not intend to pay.

I am out of contract since Jan 23.

Thanks

Re: BT still billing me despite services ending on 17th Oct

gg30340 — Sun, 03 Dec 2023 21:53:18 GMT

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

Re: BT still billing me despite services ending on 17th Oct

such01 — Sun, 03 Dec 2023 21:55:19 GMT

Thank you

Re: BT still billing me despite services ending on 17th Oct

Keith_Beddoe — Sun, 03 Dec 2023 22:03:31 GMT

@such01

Please do not post on other threads, as it will cause duplication. Just wait for a moderator tomorrow morning.

Thanks

Re: BT still billing me despite services ending on 17th Oct

such01 — Sun, 03 Dec 2023 22:10:03 GMT

Re: BT still billing me despite services ending on 17th Oct

JohnC2 — Mon, 04 Dec 2023 08:33:04 GMT

Hi @such01, welcome to the forum and thanks for posting. Sorry you've continued to be charged after you've left us.

I've sent you a Private Message so you can get in touch with the Mod team for help resolving this.

Cheers

John

Re: BT still billing me despite services ending on 17th Oct

-Richie- — Mon, 04 Dec 2023 20:53:08 GMT

@such01wrote:
SKY took over my BB on Oct 17th and insist that it BT would have seen this. BT are saying they were never notified. I called BT and told them SKY are now my provider and they can see it was taken over on 17th Oct.

Did you get a letter and/or email from BT to say sorry you're leaving?

Another cause of this is did you have FTTC from BT and took FTTP from Sky?

Re: BT still billing me despite services ending on 17th Oct

NigelB72 — Mon, 04 Dec 2023 21:10:20 GMT

@-Richie- it shouldn't be caused by moving from FTTC with BT to FTTP with Sky as they're both on Openreach networks. We did this same move and it went perfectly

Re: BT still billing me despite services ending on 17th Oct

such01 — Mon, 04 Dec 2023 21:39:48 GMT

I cannot recall any letter re leaving. I did call BT to let them know I was moving to sky when I completed the switch from sky, approx 14 days before it went live on 17th oct

Re: BT still billing me despite services ending on 17th Oct

such01 — Mon, 04 Dec 2023 21:41:10 GMT

Also still have FTTC with SKY - there is no FTTP here atm.

Re: BT still billing me despite services ending on 17th Oct

-Richie- — Tue, 05 Dec 2023 08:42:10 GMT

@NigelB72wrote:
it shouldn't be caused by moving from FTTC with BT to FTTP with Sky as they're both on Openreach networks. We did this same move and it went perfectly

It can if you don't port your number over, a working line takeover/transfer isn't used if you take FTTP with one provider and have FTTC with another, the line isn't be taking over, a new service is installed.

The OP however has confirmed FTTC with both, my guess now is Sky installed a new line and an engineer arrived on the day of provision.

Re: BT still billing me despite services ending on 17th Oct

such01 — Tue, 05 Dec 2023 09:06:45 GMT

we never had a new line installed - we don't have a working line now and never used the landline when with BT

Re: BT still billing me despite services ending on 17th Oct

iniltous — Tue, 05 Dec 2023 11:24:08 GMT

You do have a working line , how else is your broadband working , not having a phone service isn’t the same thing , TBH , if you had a telephone service with BT and decided not to have a phone service with Sky , depending on how Sky interpreted that , could mean they didn’t ‘takeover’ the BT service but ordered a ‘new’ service.
If you never received a ‘sorry to see you leave’ notification from BT , suggests Sky didn’t ’take over ‘ the line , ….from a consumer point of view , you can’t know if Sky ordered an new line and Openreach simply used the existing lineplant ( so basically disconnected BT and connected Sky in its place ) , or a ‘proper’ migration was arranged, but the fact you didn’t get a notification from BT suggests it wasn’t a migration, otherwise you get the ‘sorry you are leaving’ letter .

TBH , we can only speculate, but it’s pretty clear you didn’t follow the correct process , which is you contact the new provider ( Sky in this case ) letting them know that you have already have a working service to move to Sky , you should not contact BT yourself ( but you did ) , we can’t know for sure what Sky did , but the BT ‘sorry you are leaving’ was never received, which is an automatic part of the migration, but it’s not sent if a ‘new’ line is ordered by the new ISP .

Moving forward, if you did contact BT yourself, even though that was an error it serves as a date you gave notice ( even if it were not acted on ) , so with 30 days notice , that should be your last date of BT billing ( which probably will mean that you will have paid for two services for a while but only used the Sky one

I cannot recall any letter re leaving. I did call BT to let them know I was moving to sky when I completed the switch from sky, approx 14 days before it went live on 17th oct

This note is somewhat contradictory, how could you advise BT after the ‘switch’ was completed and be 14 days before it went live , was this before or after the 17th October ?, if you mean as soon as you made the arrangement with Sky , so around the 3rd October you then called BT ( which is the wrong thing to do ) then that will almost certainly mess up the migration, but you would be liable to pay BT until the 3rd November, billing isn’t aligned with these dates so you could end up paying for December and getting a refund for any days paid for after the cessation of BT service.

Did you have a complicated time with Sky , for example Sky advising you that the original order was cancelled ( not by them ) and they had to raise a new service order , or did you only ever contact Sky once and as far as you were aware there were no complications, they gave you a date ( 17th October ) when you called ( the only time you needed to call them ) on the 3rd October and everything seemed to go to plan with the exception of you calling BT when you shouldn’t have