Sky chasing ‘debt’ over non cancelled bb service after they told me I didn’t need to do anything

Pimms16

Hi. Any advice very welcome as I’m at the end of my tether and yes being stubborn out of principle!

Out of contract and with a huge hike in bb cost I decided to go to gigaclear. Ordered new service and went straight on Sky website to see how I cancel. I found the page which says ‘your new provider will tell us you are leaving so you do not need to do anything’. So I didn’t. 

Only GC didn’t tell Sky and they are chasing me for further payment. It’s been dragging on for months now as all I’m getting is promises they are looking into it then standard responses thanking me for my patience, and as of today inviting me to phone billing again. Who will just demand payment. It’s escalated now as they’ve blocked our tv service despite the fact that is paid for and refuse to allow us to cancel it due to the perceived broadband debt. 

How can I be at fault when their instruction to me was to do nothing? I am tempted to just pay it and wave bye bye for ever, but I’m also too old to not be pissy about such bully boy tactics. 

Having just fought cancer I’ve a fire in my belly and I really feel like taking this all the way. I’m so angry about it. 

Any similar experiences or advice appreciated. 

littleboo

Have you spoken to Gigaclear? If they used the One Touch Switchinf process then Sky should have been notified. Can Gigaclear explain what happened?

twopenny

As above by little boo.
You probably didn't take a screenshot. Are you able to go into the sky site and find that page? See if it says the same?
Yes it's up to Giga clear but never hurts to build the case while you wait.

You are not alone. I got a letter from my provider about renewal that said 'you need to do nothing to renew at the same price ' then started charging at non contract rate. I got an 18mt reduced rate as apology. 
If you make a fuss with Gigaclear you might hint at a small financial apology. They can only say no 😉

Pimms16

twopenny said:

As above by little boo.
You probably didn't take a screenshot. Are you able to go into the sky site and find that page? See if it says the same?
Yes it's up to Giga clear but never hurts to build the case while you wait.

You are not alone. I got a letter from my provider about renewal that said 'you need to do nothing to renew at the same price ' then started charging at non contract rate. I got an 18mt reduced rate as apology. 
If you make a fuss with Gigaclear you might hint at a small financial apology. They can only say no 😉

Hi. Yes I did take a screenshot as I am a natural born cynic! Can’t find it of course but it’s still there on their website anyway. I contacted Gigaclear and they weren’t interested. Said if I haven’t used Onetouch it wasn’t their fault. First time I’d heard of it but I used a referral link from my son anyway, so I’m guessing that took me through a different route which avoided it unfortunately. 

Jumblebumble

littleboo said:

Have you spoken to Gigaclear? If they used the One Touch Switchinf process then Sky should have been notified. Can Gigaclear explain what happened?

I suspect that it will go something like this
Gigaclear will blame Sky for not acting
Sky will claim Gigaclear never told them
You will never uncover the truth
Next time you will perhaps not rely on trusting that a third party instructing someone with whom you have a contract has done it correctly  and double check yourself.

Top tip
if you book a hotel with a third party such as booking.com contact the hotel to ask them for the reservation number

sheramber

Pimms16 said:

twopenny said:

As above by little boo.
You probably didn't take a screenshot. Are you able to go into the sky site and find that page? See if it says the same?
Yes it's up to Giga clear but never hurts to build the case while you wait.

You are not alone. I got a letter from my provider about renewal that said 'you need to do nothing to renew at the same price ' then started charging at non contract rate. I got an 18mt reduced rate as apology. 
If you make a fuss with Gigaclear you might hint at a small financial apology. They can only say no 😉

Hi. Yes I did take a screenshot as I am a natural born cynic! Can’t find it of course but it’s still there on their website anyway. I contacted Gigaclear and they weren’t interested. Said if I haven’t used Onetouch it wasn’t their fault. First time I’d heard of it but I used a referral link from my son anyway, so I’m guessing that took me through a different route which avoided it unfortunately. 

We can switch for you

With the optional One Touch Switch service we can organise the switch with your current provider so you don't have to. Switch online or call us.

Learn more about One Touch Switch

https://gigaclear.com/switching

Pimms16

littleboo said:

Have you spoken to Gigaclear? If they used the One Touch Switchinf process then Sky should have been notified. Can Gigaclear explain 

Hi. GC won’t help as I didn’t use One Touch. I’d never even heard of it. But I used a referral link sent to me by my son so presumably that t sent me down a different rabbit hole. 

Had a new message from Sky this morning telling me to contact their streaming service dept. Yesterday they were telling new to contact someone else. It appears that there are now two different complaints in progress🤦‍♀️
 

Pimms16

It couldn’t really be much clearer.

Pimms16

sheramber said:

Pimms16 said:

twopenny said:

As above by little boo.
You probably didn't take a screenshot. Are you able to go into the sky site and find that page? See if it says the same?
Yes it's up to Giga clear but never hurts to build the case while you wait.

You are not alone. I got a letter from my provider about renewal that said 'you need to do nothing to renew at the same price ' then started charging at non contract rate. I got an 18mt reduced rate as apology. 
If you make a fuss with Gigaclear you might hint at a small financial apology. They can only say no 😉

Hi. Yes I did take a screenshot as I am a natural born cynic! Can’t find it of course but it’s still there on their website anyway. I contacted Gigaclear and they weren’t interested. Said if I haven’t used Onetouch it wasn’t their fault. First time I’d heard of it but I used a referral link from my son anyway, so I’m guessing that took me through a different route which avoided it unfortunately. 

We can switch for you

With the optional One Touch Switch service we can organise the switch with your current provider so you don't have to. Switch online or call us.

Learn more about One Touch Switch

https://gigaclear.com/switching

Unfortunately this was never offered. I think it must be because I used the referral link

Pimms16

In the interests of accuracy I’ve just checked back to the referral link and gone through the whole process as far as placing the order and no mention of one touch. Not that it helps, but it’s good to know I wasn’t being dumb. 

The irony is, when we decided to jump ship, my heart sank at the prospect of having to contact Sky as I know how impossible it is finding information which is why the first thing I did was search the information pages. I’d have jumped at the chance of avoiding that had GC offered an easier route. 

sheramber

It does say  you can “normally” place your order without contacting them, not always. 


It seems Gigaclear are outwith the norm and   do not automatically operate that system.  It has to be requested.