Broadband one touch switch stuck order issue

Abourmike

Hi.

I’m hoping someone here has experienced this and can advise.

I’m currently with Sky Broadband and received a price-rise notification, so I’m within the 30-day penalty-free exit window. I tried to switch to Vodafone via the MSE comparison tool (which routed me through Broadband Genie).

During sign-up with Vodafone, when I entered Sky as my current provider, the system returned an error saying “a switch request has already been made” and that my service is already being switched — which I have not initiated.

I’ve since:

• Spoken to Sky and Vodafone — neither can see any active switch requests
• Contacted Ofcom, who put me in touch with TOTSCo (One Touch Switch administrators)
• TOTSCo told me there appears to be a stuck/ghost OTS order that needs cancelling, and that my current providermust resolve it

However, Sky are refusing to contact TOTSCo, claiming they can’t share my details even with my consent, leaving me stuck and unable to switch via OTS. I’m now a week into my 30-day exit window and worried about losing the right to leave without fees.

Sky have suggested cancelling outright rather than using OTS, but that risks losing my phone number and having a broadband gap, which I’d like to avoid.

Has anyone else had a stuck One Touch Switch order like this?

• How did you get it cleared?
• Did your provider eventually escalate it properly?
• Any wording or escalation route that worked?

Any help or shared experiences would be hugely appreciated.

Thanks in advance.