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

Pimms16

sheramber said:

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. 

Indeed. But my beef with Sky. It doesn’t have the caveat ‘but call us to check just in case’. It should just say ‘ check with your new provider’. 

I had no reason to think this was anything other than a normal switch. 

dumpster_fire2025

Pimms16 said:

sheramber said:

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. 

Indeed. But my beef with Sky. It doesn’t have the caveat ‘but call us to check just in case’. It should just say ‘ check with your new provider’. 

I had no reason to think this was anything other than a normal switch. 

It doesn't need the caveat. It says "normally" which is not the same as "always." 

sheramber

Pimms16 said:

sheramber said:

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. 

Indeed. But my beef with Sky. It doesn’t have the caveat ‘but call us to check just in case’. It should just say ‘ check with your new provider’. 

I had no reason to think this was anything other than a normal switch. 

I would say the responsibility is yours to check with your  new provider that they will notify  your current one. 

born_again

Pimms16 said: But my beef with Sky. It doesn’t have the caveat ‘but call us to check just in case’. It should just say ‘ check with your new provider’. 

I had no reason to think this was anything other than a normal switch. 

Does any of the paperwork from the new supplier say it was via the new process?
If not then, you owe Sky the money as you did not cancel.
You can't blame Sky for something they did not know about until I guess they found that you had cancelled the DD payment to them 🤷‍♀️

Any complaint should be to new supplier for not making it clear on the process they were undertaking.

powerful_Rogue

When you switch to a new broadband or landline provider, you’ll be asked for your current Sky Broadband & Talk or NOW Broadband powered by Sky account details.

Things like the…

• Account number - this is your Broadband and Talk account number (12 digits).
• Address on your account - this is your Household account address.
• Landline phone number.
• Last name/surname on your account.
• Service identifier - this is your landline number.

Once you’ve contacted your new provider to switch, look out for a text, email or letter from us. This will:

https://www.sky.com/help/articles/switching-broadband-provider-switch-to-another-provider

• Confirm you’re looking to cancel Sky Broadband & Talk.
• Let you know if there are any charges left to pay. For example, charges if you leave your contract early.
• Give you information about returning any Sky equipment.
• Explain the impact on your other Sky services.

Did any of that happen?

Pimms16

Thank you all for your comments and suggestions.
Today I decided to have one last attempt. I lined my his and up to jump in if I was unable to u Serrano the person on the phone. Tried the two numbers I’ve been given in the past 24 hours.  And surprise surprise neither would connect me with a human unless I paid the outstanding amount. 🙄
So I decided to make this situation known to them with one final attempt on chat (having been told repeatedly that it could not be dealt with on chat and had to be by phone in spite of my deafness. But it was beginning to feel like Groundhog Day we’ve been through this so many times. 

Anyway long story short, they backed down! At last I got through to someone who actually understood what was a very simple issue. The charge has been removed and all services formally cancelled. I’m sure Sky won’t be too upset or concerned for their future stability and wellbeing to learn that we will never EVER go back to them. 

dumpster_fire2025

Pimms16 said:

Thank you all for your comments and suggestions.
Today I decided to have one last attempt. I lined my his and up to jump in if I was unable to u Serrano the person on the phone. Tried the two numbers I’ve been given in the past 24 hours.  And surprise surprise neither would connect me with a human unless I paid the outstanding amount. 🙄
So I decided to make this situation known to them with one final attempt on chat (having been told repeatedly that it could not be dealt with on chat and had to be by phone in spite of my deafness. But it was beginning to feel like Groundhog Day we’ve been through this so many times. 

Anyway long story short, they backed down! At last I got through to someone who actually understood what was a very simple issue. The charge has been removed and all services formally cancelled. I’m sure Sky won’t be too upset or concerned for their future stability and wellbeing to learn that we will never EVER go back to them. 

Seems awfully convenient.

robatwork

The take away from your saga is a bit like mine. I have been a customer of Sky (briefly) and Virgin, and the decoupling process was so painful that it was obviously a deliberate attempt to make me give up. They are both on my sh^t list now and I'll never use them again.

Marvel1

I have changed my BB supplier about 4 or 5 times since I changed to openreach network each time my contract comes to an end, and have never contatced the current supplier to let them know - the new supplier has done so.

Has any who commented change their supplier each time their contract ends?

PHK

Pimms16 said:

Thank you all for your comments and suggestions.
Today I decided to have one last attempt. I lined my his and up to jump in if I was unable to u Serrano the person on the phone. Tried the two numbers I’ve been given in the past 24 hours.  And surprise surprise neither would connect me with a human unless I paid the outstanding amount. 🙄
So I decided to make this situation known to them with one final attempt on chat (having been told repeatedly that it could not be dealt with on chat and had to be by phone in spite of my deafness. But it was beginning to feel like Groundhog Day we’ve been through this so many times. 

Anyway long story short, they backed down! At last I got through to someone who actually understood what was a very simple issue. The charge has been removed and all services formally cancelled. I’m sure Sky won’t be too upset or concerned for their future stability and wellbeing to learn that we will never EVER go back to them. 

I think you were very fortunate. It's clear from what you've said that the issue lies with the unusual referral link from your son. 
Looking at the Sky and Gigaclear websites, the referral has circumvented the normal process.