Active line takeover

[Rockeydog1]

Any help appreciated. I phoned sky on the 13th April last year 21 to inform them I was moving to BT broadband. As advised this was 2 weeks notice that I was previously told.

the advisor told me this would be an active line takeover so no need to cancel as this would be automatic. Turns out I’m still paying sky £38 for the last 10 months for nothing . I called for a refund the line was checked and confirmed to me by sky they couldn’t use it . Refund was refused stating BT never told us they were taking over the line , they must have put another one in leaving ours connected.???

i have been distraught beyond explanation dealing with sky. They keep moving the goal posts and never call back.

any thoughts please ie can i have two lines? Must Bt  notify sky etc?

[Keith_Beddoe]

@Rockeydog1 

You should not have contacted Sky. All you needed to do was to place your order with BT Retail, and they contact Sky to tell them they are taking over your service.

What BT service do you now have, is it a direct fibre (FTTP), or is it fibre to the cabinet, FTTC?

You are now paying for two services.

[Rockeydog1]

Hi and thank you. I remember the day I got Bt the engineer didn’t require a visit to the house it was turned on from the street cabinet.

[Keith_Beddoe]

the engineer didn’t require a visit to the house it was turned on from the street cabinet.

That would be correct, so you have FTTC.

I am afraid this forum is not going to be able to help you with Sky, that is something you will have to deal with yourself. The correct procedure was introduced by Ofcom, to ensure a smooth changeover from one provider to another.

[iniltous]

Did you port the number from Sky to BT or did you get a different phone number from BT ?, if it’s the same number then Sky ‘must’ have known about the migration, if you were not bothered about the number and therefore accepted any BT number , you should have still got a ‘sorry to see you leave ‘ communication from Sky , if you didn’t it could be something went wrong….how did you order service with BT , phone or online ?, were you given a changeover date , or a proper installation appointment, if it were a migration (AFAIK) you get a date the changeover should happen , not an AM or PM appointment .

If Sky say your ‘Sky’ service was never cancelled as part of the migration, then they should be able to see you haven’t been using it (usage) since that date , but ultimately it’s only Sky that can refund you , try contacting their executive complaints team.

Unfortunately, by contacting Sky yourself , instead of leaving any notice to be served by BT on your behalf, it’s possible the migration process was compromised and had the effect of leaving your Sky account open.

[pippincp]

Not the first time this has happened with Sky as this post on their forums shows. I don't know the outcome but it's worth posting there to see waht answer you get.

https://helpforum.sky.com/t5/Account-Billing/SKY-kept-charging-for-broadband-even-though-BT-had-take...