Virgin told me they would cancel Sky subscription

Emilys_mum

Hi everyone

Looking for a quick bit of advice if anyone is able to provide it.

In November 2016 I rang Virgin Media to find out about their TV/Phone/Broadband details. By the end of the call I'd signed up, and Virgin had said they would cancel my Sky accounts to make my life easier.

A week or so later I received a letter in the post from Sky to confirm my cancellation, which also said that due to the fact I'd been a customer for a long time there was no fee to pay - great. I didn't keep this letter which may have been a mistake!

Fast forward just over 12 months, and in the run up to Christmas 2017 I went to withdraw some money from an account I don't usually use (it was a joint account with my late husband that I keep open but don't use). I was horrified to find out that it was almost £400 emptier than I expected it to be, and even more horrified to find that the reason was due to the fact that I had been paying for Sky TV all year.

I tried contacting Sky through their text messaging service (which was absolutely dreadful) and they advised that Virgin cancelled my Phone and Broadband, but not my TV.

I was really upset by this and cancelled my direct debit after explaining the situation and reiterating that I wanted to cancel through the text service.

This week I received a letter with a demand for £37 from Sky and when I have tried to ring up Sky I can't get anywhere without entering my payment details.

Do I have a leg to stand on at all during all of this? I'm absolutely devastated that I didn't double check the Sky TV had been cancelled, but when Virgin said they would cancel it I took that at face value. I have not used Sky TV since November 2016 as I have been paying for and using Virgin - please help!

Carrot007

Did you take TV with Virgin?

If not why would they cancel it.

If so complain to them and see what they offer.

It is ultimatly your responsibility though so don't expect miracles.

And cancel sky properly not just canceling the DD unless you want more issues.

pinkshoes

Your complaint needs to be with Virgin, as they are the ones who promised to cancel all Sky contracts but failed.

On the other hand, the letter from Sky would have confirmed that only tv and broadband had been cancelled, so the onus was upon you to rectify this.

You can't just cancel a direct debitvas this is not cancelling a contract.

anmarj

We went from Sky to Now TV and all they cancelled was the broadband and phone, we had to cancel the TV seperatley with Sky, but we were aware from the letter we had from
sky that the TV was not being cancelled at the same time

[Deleted User]

Emilys_mum wrote: »

I was really upset by this and cancelled my direct debit

Note that Sky haven't done anything wrong here. Your complaint is with Virgin Media who allegedly promised to cancel your Sky services.

You should reinstate your Direct Debit to Sky and give them one month's notice of cancellation as per the terms of your Sky contract.

You can then approach Virgin with a complaint.

Do you have it in writing that Virgin undertook cancellation on your behalf ?

theonlywayisup

Are you saying you still have an account open that is a joint account with you and your late husband? Hopefully I read that wrong and it was a joint account but now is a sole account? Was the Sky subscription in your name/his name/joint names?

Fast forward just over 12 months, and in the run up to Christmas 2017 I went to withdraw some money from an account I don't usually use (it was a joint account with my late husband that I keep open but don't use). I was horrified to find out that it was almost £400 emptier than I expected it to be, and even more horrified to find that the reason was due to the fact that I had been paying for Sky TV all year.

custardy

Carrot007 wrote: »

Did you take TV with Virgin?

If not why would they cancel it.

If so complain to them and see what they offer.

It is ultimatly your responsibility though so don't expect miracles.

And cancel sky properly not just canceling the DD unless you want more issues.

Because they cant. Taking over a BB line isnt the same as a TV account.

KittenChops

We had a similar thing last April / May I think...


Moved from Sky to Virgin, but only the TV was actually switched. I'm a little hazy on the details because the accounts are in my husband's name so he dealt with it - but I do remember that it wasn't our error, it was Virgin's and I believe we did get a credit back from Virgin as we'd paid for almost a month's worth of services that they hadn't actually provided.

Emilys_mum

Carrot007 wrote: »

Did you take TV with Virgin?

If not why would they cancel it.

If so complain to them and see what they offer.

It is ultimatly your responsibility though so don't expect miracles.

And cancel sky properly not just canceling the DD unless you want more issues.

Thanks for your help - we did take TV with Virgin so will take it up with them.

Emilys_mum

pinkshoes wrote: »

Your complaint needs to be with Virgin, as they are the ones who promised to cancel all Sky contracts but failed.

On the other hand, the letter from Sky would have confirmed that only tv and broadband had been cancelled, so the onus was upon you to rectify this.

You can't just cancel a direct debitvas this is not cancelling a contract.

Thanks - will make sure contract is cancelled also.

Emilys_mum

anmarj wrote: »

We went from Sky to Now TV and all they cancelled was the broadband and phone, we had to cancel the TV seperatley with Sky, but we were aware from the letter we had from
sky that the TV was not being cancelled at the same time

Thanks - I haven't kept the letter from Sky but I really think I would have noticed if something still needed cancelling. Maybe I read it wrong :-(