Advice on sudden cancellation of contract

Culdrum

Hi. 

I’m after some advice on how to proceed. Planning to switch home phone/broadband from Vodafone to Sky on 7/5. All arranged and Sky promised to make all the arrangements with Vodafone. I’ve had no contact with Vodafone other than the usual “sorry you’re leaving “ and confirmation of the date. 

Yesterday, without any warning, our contract was cancelled leaving us with no service. After hours on various calls to both companies there is evidence that a service request was made to cancel my contract yesterday but both companies blame each other and neither will accept responsibility. Neither can my contract be restored without at least a fortnight’s wait. 

My partner and I rely on the internet as we both work from home. 

How do I proceed with both companies denying responsibility? I will make formal complaints to both companies today. Ultimately I will refer to Communications Ombudsman but I need a “letter of deadlock” from one or both. 

Any other suggestions? 

Thanks. 

Mark_d

You told Sky you wanted to switch to them on 7 May.  Did Sky pass the correct date to Vodafone?  What was on  the "sorry you're leaving" message?

As far as you're concerned, your contract with Vodafone lasts until 7 May.  So they need to sort the mess.

It looks like it'll take a while to go through the complaints processes.  If I were you I'd get a mobile broadband solution and claim compensation as part of the complaint resolution.

iniltous

The fact is that Vodafone knew you were leaving , witnessed by the ‘sorry you are leaving’ communication proves Sky communicated that fact to them , namely the switch /migration to Sky , unless VF are spying on you how else did they know this fact ? .
FWIW , the OTS switching system should maintain your losing provider service until it’s confirmed that the new provider has taken over , irrespective of the date originally planned , as delays can and do happen , as well as cancellations …chances are Sky cancelled your order so as not to be on the hook for compensation for a failed or delayed provision.

What do you currently have with VF , and over what  network ( possibly FTTC over Openreach ) and what were Sky proposing to supply , potentially FTTP (full fibre ) over Openreach ?

If VF do cease your service arbitrarily on the original planned date , even though Sky have cancelled the migration, so the confirmation that Sky are now your provider will never be sent to VF to close your VF account, that’s a VF issue to solve , if Sky cancel , everything should exactly remain as it is , basically the same as if you hadn’t started the migration journey to Sky in the first place , unfortunately you are with VF , so the norms are rarely followed.