Switched from Sky but still being charged

Elementary40

Has anyone else had this problem?

In January, I switched to from Sky Phone and Broadband to Primus. Everything went really well. Primus were very efficient. They gave me a new phone number as they said that this was needed when switching from Sky. I do not have Sky TV.

However in Aug, I realized that I was still being charged for my contract with Sky. (The direct debit was registered to an old account). I have been charged £200 over the past 8 months for broadband and phone that I cannot access and have not used.

When I complained to Sky, they said that I was not entitled to any refund. They had not been notified that the switch had taken place
and therefore the contract was still valid and I must pay.

They did not want to set a precedent by refunding me any of the excess charges.

Even though there was clearly no usage on the line, they said this was not unusual as they had many customers with second homes - therefore they do not monitor this.

They felt that they were not at fault.

When I spoke to Primus, they said that it was my responsibility to contact Sky to cancel the contract. They did not feel that they had an obligation to inform me that I needed to cancel with Sky.

So, I am stuck between two corporate entities, neither of whom have any interest in refunding me.


I think that there is something a but fishy going on at Sky, and I wonder if this is a wider problem affecting more people.

I should have checked my bank statements, but unfortunately didn't. However...

I get monthly account emails to tell me I have a new statement from ALL my online services (utilities, mobile, bank, music subscriptions). I do not get anything from Sky.

With Sky I do not receive any account correspondence, therefore I have no ability to know if I am under a current contract or not. I do get a lot of sales material and latest offers... but I do not receive any notifications of my account activity.

This, I believe, could affect others who are not aware that they are still under contract. It seems to me that Sky should be notifying their customers.

How many other people could be in the same predicament, with Sky continuing to take their direct debit and services not being used?

Quentin

You need to check the ts & cs of your sky contract on how to cancel

You may find that both companies you want to take responsibility are blameless and there is a third person to blame!

JJ_Egan

Did you in fact fail to cancel your Sky contract and i presume you did not ask for a MAC code to switch .
The contract continues until its cancelled or reaches end of term and continues as a 30 day rolling contract or similar .
When did your Sky contract end >>>

Elementary40

My Sky contract did not end until this week - once I had realized that I needed to notify them to cancel. It would have rolled forever otherwise!

Back in Dec, I thought I was switching. I thought there was a process by which my provider would be transferred.

I should have double checked. If had I been aware I was still in an active contract with Sky, I would have cancelled...

So, my main point... how come Sky does not send monthly emails to say "your bill is ready for viewing"... Every other online service provider that I subscribe to does.

Had I been aware of my continuing account with Sky, I would have been able to cancel - and only incurred a smaller penalty.

teddysmum

I don't get 'your bill is ready' emails from Sky, but details are on my online account.


If you left Sky while in minimum term, you would have to pay a fee proportional to the length of contract left.

MataNui

If it was phone and bb then you were almost certainly on sky llu. You dont use a mac code to switch from one llu provider to another so there is no direct triger to end the contract. Most of the posters are saying it was your responsibility to cancel your sky contract and there is some truth in that. Unless you were told by Primus that they would handle everything then i am afraid you are liable for the charges.

Your best hope is to look at the Primus website and any info you had from them about switching. I know if it was the other way round then Sky handle informing your existing provider if they take over the line. Well at least that is what they advertise AND what i was told by online chat, so if the transfer was the other way then sky would be liable (if you get what i mean). If you can find something similar in the Primus documentation or on the website then you can happily pass the charges on to them. Its worth a shot.

teddysmum

Sky did organise my changeover , but I also rang BT to check that they knew about it.

MataNui

teddysmum wrote: »

Sky did organise my changeover , but I also rang BT to check that they knew about it.

I dont think providers are obliged to do this. Sky do (as you found) and its a pretty good marketing point really, BUT they dont all do it. Primus may not and others dont, so it IS your responsibility to check what you need to do when changing.

This is why i suggested looking at all your communication with Primus and checking their website and any forums they may comment on to see if they have ever stated they handle everything. If they havent then i am afraid you will need to pay.

macman

Did you not cancel the DD once you received what you thought was the final bill?

Elementary40

Yup, feeling pretty stupid

However, to repeat, I did not get any bill from Sky in the last 8 months. No account statement via email or via post. Nothing. The account went paper-less at some point last year. Turns out it went everything-less.

When compared to their voluminous marketing material, their account level correspondence is somewhat lacking...

Thanks all...