“Switching” from Virgin to Sky

pixiepie99

In November I switched my phone and broadband from Virgin to Sky and elected to keep my phone number.

The switch hasn’t gone brilliantly with numerous issues with the landline phone - we are currently awaiting our third engineer visit.

However, my biggest issue is that Sky did not tell me that they didn’t take care of the full switching process when switching from Virgin and I only discovered that I was still paying Virgin for my broadband last night. We’ve now given them the 30 days required notice but I’m fuming at Sky that they didn’t make this clear when I signed up.

They’ve apologised and said I should have been told that it was my responsibility to cancel but they are trying to wriggle out of it by saying it was in the terms and conditions I signed. I’ve now read all 44 pages of the T&Cs and can find no reference to this.

They’ve supposedly logged it as a complaint but I’ve really been struggling with their customer services team how only seem to communicate via text message. I’d be grateful to hear whether people think I have a case here or if I should have known that switching meant that I needed to call Virgin to cancel? I’ve since discovered a page on the Sky site explaining that the Virgin process is different to all other providers - it would have saved me a lot of hassle and money if Sky had included this link in its correspondence to me!

AndyPK

Providers don't like talking to virgin for some reason :lol

phillw

AndyPK wrote: »

Providers don't like talking to virgin for some reason :lol

I assume the system is not in place and they don't have the authority to.

pixiepie99 wrote: »

They’ve apologised and said I should have been told that it was my responsibility to cancel but they are trying to wriggle out of it by saying it was in the terms and conditions I signed. I’ve now read all 44 pages of the T&Cs and can find no reference to this.

I would ask them to highlight in writing what part of the T&C they are relying on.

pixiepie99 wrote: »

They’ve supposedly logged it as a complaint but I’ve really been struggling with their customer services team how only seem to communicate via text message.

I'd keep on top of them, make a complaint that they only communicate via text message. Then ask them for a deadlock letter to give to the ombudsman.

[Deleted User]

It's because Virgins broadband service is not dependent on an Openreach line as they have their own fibre cabling in place.

So porting your number out from Virgin does not terminate your Broadband.

It's actually clear on sky's website as well:

"Once your Sky Broadband is active you'll need to cancel your Virgin Media service."

pixiepie99

!!! wrote: »

It's because Virgins broadband service is not dependent on an Openreach line as they have their own fibre cabling in place.

So porting your number out from Virgin does not terminate your Broadband.

It's actually clear on sky's website as well:

"Once your Sky Broadband is active you'll need to cancel your Virgin Media service."

Hi, yes, I understand this now having done a lot of googling over the last couple of days and found the advice on Sky's website about switching. My problem is that I didn't know this before and Sky didn't make me aware. Ofcom's website says this:

"When switching between broadband providers, your new provider will be best placed to provide you with accurate information and advice on the switching process you will need to follow. All providers are required to do this."

I can't for the life of me understand why Sky don't just include a link to their advice in the welcome pack of everyone switching. It would have saved me a lot of trouble.

Pescur

Hold on a sec, I thought that since the abolition of the MAC code required from old vendor that the new vendor was obliged to tell them?

Only exception I can imaging is if you have TV service.

First thing I do when moving supplier is cancel DD, possession is nine tenths of the law and I would rather they argue I owe them money than try to get back money from some massive corporate that does not give a crap about customers.

Years ago I had SkyTV, 3 months prior I asked them how much notice they needed and they said none, I notified them 2 months prior by phone and asked them to put it on the system. I then cancelled 1 month before and at that time cancelled my DD.

It was just as well as they tried to keep charging me for 3 extra months, I escalated to CEO team, all to no avail, no call backs. In the end I had to call the BBC Consumer show, who called their Press department who finally got it credited.

What is annoying is that these big corporates have the potential to mess up your credit record for an alleged debt that you do not owe. It is so unfair how we are all at risk because of stupid credit reference database.

[Deleted User]

MAC codes are not applicable here even when it was a "thing".

Virgins broadband and phone line services are separate. Cancelling one does not cancel the other since the broadband service isn't delivered down the phone line.

Also cancelling the Direct Debit is a silly thing to do - depending on your billing you could be billed monthly for the month, monthly in advance or monthly in arrears - having a company chase you for money is just ridiculous.

iniltous

pixiepie99 wrote: »

In November I switched my phone and broadband from Virgin to Sky and elected to keep my phone number.

The switch hasn’t gone brilliantly with numerous issues with the landline phone - we are currently awaiting our third engineer visit.

However, my biggest issue is that Sky did not tell me that they didn’t take care of the full switching process when switching from Virgin and I only discovered that I was still paying Virgin for my broadband last night. We’ve now given them the 30 days required notice but I’m fuming at Sky that they didn’t make this clear when I signed up.

They’ve apologised and said I should have been told that it was my responsibility to cancel but they are trying to wriggle out of it by saying it was in the terms and conditions I signed. I’ve now read all 44 pages of the T&Cs and can find no reference to this.

They’ve supposedly logged it as a complaint but I’ve really been struggling with their customer services team how only seem to communicate via text message. I’d be grateful to hear whether people think I have a case here or if I should have known that switching meant that I needed to call Virgin to cancel? I’ve since discovered a page on the Sky site explaining that the Virgin process is different to all other providers - it would have saved me a lot of hassle and money if Sky had included this link in its correspondence to me!

As Virgin can supply stand alone broadband , independent of any phone service, then a request from Sky to Virgin to port a phone number could be interpreted by VM as a request to cease the phone service but keep the broadband service...obviously they would interpret it this way as its financially beneficial to them.
Sky probably don't have the authority to service notice to VM for your broadband, the phone is different because Sky asking for the phone number to be ported in effect ceases the phoneline,( you can't have a phoneline without a phone number) and Sky do have the right acting on your behalf to request VM release the phone number,

It obviously would have been helpful if Sky said to the OP, we are taking care of the cessation of you Virgin phone line ( effectively done by asking VM to port the phone number) , but you need to call VM about ceasing the VM broadband service, but if they say it's in the T&C's about you contacting VM about ceasing broadband then you may have to take it on the chin

pixiepie99

iniltous wrote: »

It obviously would have been helpful if Sky said to the OP, we are taking care of the cessation of you Virgin phone line ( effectively done by asking VM to port the phone number) , but you need to call VM about ceasing the VM broadband service, but if they say it's in the T&C's about you contacting VM about ceasing broadband then you may have to take it on the chin

Thanks everyone for the comments. I think it shows that the whole switching business is quite confusing and while it might be obvious to the telecomms businesses, it's really not clear to consumers what they need to do and the differences between each company.

I still can't find anything in Sky's T&Cs about it being my responsibility to cancel my Virgin broadband - if anyone else can then I'd be grateful if they could point it out.

However, even if it is in the T&C's I think this line from Ofcom means that Sky are in the wrong and can't rely on some small print hidden away in T&Cs:

"When switching between broadband providers, your new provider will be best placed to provide you with accurate information and advice on the switching process you will need to follow. All providers are required to do this."

littleboo

I think the Ofcom advice is a bit misleading. On the same page they also say
"If you think someone is attempting to switch you to a new provider without your knowledge or consent, ask your current provider to cancel the order.This should be possible up to 24 hours before the transfer is due to take place. You should also tell the provider who is trying to take over your service that you wish to cancel."

These statements make most sense talking about providers using BT Openreach line where only provider can be active at a time. Likewise, I suspect the statement you highlighted also refers to switching between providers using the same Openreach line.

pixiepie99

Update: Sky have admitted they were at fault and have put a £40 credit on my account to cover the cost of the Virgin broadband (it doesn't so I'll be having words with them to increase the credit but at least the principle of Sky covering the cost has been agreed).

After getting nowhere fast with Sky's text message service I used the free Resolver service recommended by MSE for my complaint which appears to have speeded things up and changed Sky's attitude considerably.