Sky blocking change of provider due to arrears, can they do this?

MrsRM

A couple of months ago my husband came out of work unexpectedly and left us struggling financially for a short time. I phoned sky to reduce package etc (we had tv, phone and broadband) and they reduced cost etc. however we had 1 really tight month and my dd bounced by this time he'd found work but was waiting to start. I contacted sky and asked if I could pay the arrears over 2-3 months, I was told no, full payment had to be made or they'd suspend my account. Fair enough. I asked them to cancel my account as I couldn't afford the lump sum.

I've just tried to change land line provider and sky are blocking anyone else from taking over as there is still some arrears! Is this allowed? I'm not disputing its our problem but I've never heard of a company been able to completely block a line like this!

Any advice would be gratefully received. Thank you.

jem16

MrsRM wrote: »

I've just tried to change land line provider and sky are blocking anyone else from taking over as there is still some arrears! Is this allowed? I'm not disputing its our problem but I've never heard of a company been able to completely block a line like this!

Any advice would be gratefully received. Thank you.

Yes of course it's allowed otherwise it would lead to people simply not paying their bills and jumping about from provider to provider.

Pay off what you owe and then you're free to go where you like.

Nada666

I certainly hope they have the right to do this. Make things a lot cheaper for everyone else if people can't just welch out of their debts and force companies to go through an expensive rigmarole to get their money back (or just write them off - probably cheaper for the poor remaining customers to do that).

mattyprice4004

Yes, they can. How is it fair you just up and leave with debt outstanding?
Take responsibility and sort it out, rather than just running away.

pen1

As I understand "debt blocking" is not permitted according to "General Condition 22: Service Migrations" of the regulator, Ofcom.

A provider who blocks another provider from taking over is required to give a clear explanation of their basis for doing so.

This should be done through normal complaints procedures- in Sky's case, the details are at http://help.sky.com/my-account/make-a-complaint/how-to-make-a-complaint and http://help.sky.com/my-account/complaints/sky-customer-complaints-code-of-practice , and details of your rights to complain to an ombudsman (after giving Sky the opportunity to satisfy the complaint) are included therein.

Although they don't handle individual complaints, Ofcom monitor consumer issues and you can use the "Tell Ofcom" feature to express any concerns:
https://stakeholders.ofcom.org.uk/tell-us/formal-phone-company

http://stakeholders.ofcom.org.uk/consultations/migration/statement/
http://stakeholders.ofcom.org.uk/binaries/telecoms/ga/general-conditions22nov12.pdf

iniltous

I don't think any provider can stop you moving because of this..what about cases where there is a dispute over a debt, I don't think a company can , in effect, blackmail you into paying so you can leave, especially when that company doesn't own the line asset, but simply rents it from another company (BT)..the new company you chose would have to make a commercial decision to accept a new customer depending on whatever credit scoring they use, and Sky may have already made note of any default, so this may make it difficult to move, not because Sky are blocking the move but because other companies can see the entry Sky have made on your credit history
If you are a Sky LLU and want to keep your existing number it may cause complications, but otherwise if you get another provider to accept an order for service, then your old provider shouldn't be able to stop it...they just have to use their normal debt recovery tools to get any monies owed to them.

mattyprice4004

Can you quote the paragraph?

pen1

A1.11 (Annexe 1 to General Condition 22) sets out the only circumstances in which a MAC can be refused.

22.1 (b) of General Condition 22 requires providers to comply with the migration principles where the MAC process doesn't apply.

1.14 of Ofcom's article "Broadband migrations: enabling consumer choice" (see my earlier links) states:

They will not be able to withhold MACs where the customer owes them money (“debt blocking”) or charge for MACs

anotheruser

I wonder what happens if the OP moves out.
Then the new renters are stuck with a blocked line.

spacey2012

Have you fulfilled the minimum term of the contract entered in to ? If so you need to serve 30 day notice of end of contract, even if there is a dispute or suspension , this is to discharge your liabilities under that contract which until cancelled still has a hold over you.
If the contract minimum term is still enforce then the contract needs to be read with effect of what it states will happen in the event of default.

pen1

The minimum notice period for Sky Broadband & Sky Talk is 10 working days- various references to it including at 11(g)c. of the Sky Broadband Terms & Conditions

Where a formal switching process is being used, it's generally covered within the time it takes to complete the switch.

If cancellation/switching occurs within a minimum term, then early termination charge(s) may be applied, per www.sky.com/earlytermination , but cancellation/switching cannot be blocked.