Moved from Sky to Virgin, Sky didn't cancel

mustoep

I've just been to visit my former in-laws.  They're in a dreadful state over an unpaid Sky bill but they transferred from Sky to Virgin over 12 months ago so didn't know they were running up a bill.  Virgin said they would 'deal with everything', they had something from Sky to indicate they were aware of the transfer (some sort of 'are you sure you want to leave' communication), they returned all equipment and they cancelled the direct debit.  Now, 12 months later, they find the TV contract is still running despite payments ceasing a year ago.  I think they're being chased for around £1400.  Mr is dealing with cancer, Mrs suffered a brain injury some years ago and has hearing issues.  Both in their 80s.  Surely Sky would close down an account rather than leave it accruing month by month until they hear from somebody? Especially since they've not accessed any Sky services since returning the equipment. Mr has tried to speak to Sky but gets confused and flustered.  Mrs has tried too but just isn't capable of having conversations on this level despite believing otherwise.  Virgin are aware (although they didn't tell them last year that they'd have to cancel the TV themselves) and have offered some form of compensation, but only around 10% of the outstanding amount, and have said there's nothing they can do about Sky's actions.  They're terrified somebody will come and 'take away their belongings' but they can't find £1400.   What on earth has gone wrong here?  Can anyone give me any advice on what to do or how to help them?  

littleboo

The One Touch Switching service applies to broadband, not TV, so yes, the transfer to Virgin will have triggered a cease of the Sky broadband, but not Sky TV.

Ayr_Rage

Switching only transfers broadband, as VM and Sky have said the TV service has to be cancelled separately, that is what has gone wrong.

Sky TV cannot be cancelled within the contracted term unless Sky agree and even then an early termination fee will apply.

I am surprised that Sky have not bombarded your former in-laws with emails stating they have missed payments.

Have these been ignored?

If an account is in arrears services are suspended and after 50 days the contract can be terminated by Sky but all payments up to the end of the contract are payable.

The debt may well have been passed to a collection agency, they need to find out exactly who is requesting the £1400.

Boohoo

A lot of this doesn't add up to me.

Why would Virgin offer them £140 or there abouts as compo when it's clearly not their fault.

Sky would of sent emails to the email address they have for you and would of sent letters also.

I can't see that Sky are at fault here but I hope you get things sorted out and your in laws health improves.

fatbelly

No-one is coming to take away their belongings. They cannot 'send the boys around'.

They will write letters in increasing shades of red and CAPITAL LETTERS then sell the account to a third party for £100. You then get a similar succession of letters from the new owners who ha e six years from the 'cause of action' to decide whether to start a court claim or let the matter die.

Boohoo

https://forums.moneysavingexpert.com/discussion/6680336/moved-from-sky-to-virgin-sky-didnt-cancel

Reading this again.

You say they sent all the Sky stuff back.

If you have the letter that came with the return box it will tell you what is needed to be included in that return box.

Maybe Sky ONLY asked for the broadband equipment to be returned as the switch to Virgin was a ruined and Virgin have nothing to do with the TV part of Sky

Cancelling the DD was not a good thing to do as if money's we're going out of the bank account then your in laws would of noticed and then done something about it.

If your in laws still have access to the mysky app or account get them to check that for messages that were sent to them and also they can check what was or not cancelled by them.

MarzipanCrumble

Do as suggested above but I would also get ex in laws to contact Citizens Advice or Age UK

https://www.ageuk.org.uk/information-advice/

https://www.citizensadvice.org.uk/

saajan_12

Mr has tried to speak to Sky but gets confused and flustered.  Mrs has tried too but just isn't capable of having conversations on this level despite believing otherwise.  

If this is really the case without exaggeration then they are unable to deal with their own affairs and you should get onto a POA and/or get accutely involved in arranging everything for them. Have the emails forward to you, visit to check on post, etc. There would have been significant amounts of communication which has been missed.

I'd get a handle on how the £1400 breaks down before drawing conclusions - eg how much is recovery fees vs the original bill, and does it cover TV or Internet or both? As if its just TV then that suggests the Internet and phone line were indeed cancelled, if not then you might have an argument on that part?

Ayr_Rage

As above, you need to find out exactly who is chasing this debt, after a year it is very likely that Sky have closed all accounts and instructed a third party to recover the debt.

mustoep

https://forums.moneysavingexpert.com/discussion/comment/82108514#Comment_82108514

He isn't very tech savvy (never worked in an office, is in his 80s) but knows not to open emails or click links. He doesn't actually check his emails often anyway. When I asked if he'd had any emails asking for money he said he 'gets them all the time from everywhere' and ignores them as per advice to never click links or respond to anything asking for money. As he thought he was no longer a Sky customer, he had no reason to open emails proporting to be from Sky.

mustoep

They didn't cancel the direct debit at first. When money kept coming out after moving away from Sky, he went into the bank to see why. The bank contacted Sky and then did a chargeback. All equipment was returned, TV and Broadband.