Sky broadband and talk cancellation woes

oscarward

Hi
Can anyone give me advice please.

Been a sky customer for about 8 years, upgrading through the packages landing up with HD + and broadband and talk.

The broadband speed hasn't been great (No one is to my address through copper to be fair) and so decided to look at cable. I rang Sky CS to ask how much notice I needed to give to cancel the talk and Broadband package and they told me if I was transferring the phone number I didn't need to give notice as a number transfer would automatically generate an immediate cancel. I got quotes from Virgin and decided to make the leap. I rang Sky CS again to cancel and was told by someone in the phone line provision team I didn't need to give notice as there would be an automatic cancellation when the number was transferred.

When Virgin confirmed the install date I rang again asnd asked if they knew the line was being cancelled and was told they hadn't heard but not to worry, on the install day just ring and and immediate cancel would be done. I then received a letter saying Sky was sorry I was leaving Talk etc..... so I presumed Virgin had notified them of the intending transfer.

So came the day of Virgin installation and the engineer made a phone call and lo and behold when he rang my number the new cable phone line rang. Job done!

So a few weeks later I was notified by Sky my invoice was ready to be viewed and there was an item for line rental and broadband.

A phone call to Sky CS and I was told Virgin hadn't notified them the line had been transferred. !!!!!!!

The upshot was I had 2 phone lines in to the house using the same number both of which worked and both received calls! :eek:

A further call and I was told this was an impossibility but the call centre operative would sort it and ring me back in a week and get the over billing refunded.

2 weeks later after no call I rang again and was told the (new) CS operative would have to email IT to get it sorted and the previous operative hadn't emailed. (IT won't answer calls from their own company?????).

So what do I do? The direct debit has been paid. Do I cancel the direct debit or get a direct debit refund under the guarantee or both?


A further observation is that the phone system doesn't work if you don't have a touch tone phone as there is no option of deafulting to an operative.