Forum Discussion

Turnerward's avatar
Turnerward
Tuning in
4 hours ago

Switched From Sky But Still Charged For Both

When I switched from Sky in The summer I was told Virgin would inform SKY of my change of broadband but I had to tell them myself about the change of TV.

I have just had a call from SKY saying they had not been informed by Virgin and so I have done so.  This means that I have been double charged for 2 months for my broadband service. 

Who do I speak to to get this refunded.  My understanding is that via the Ofcom ‘One Touch Switch’ process, Virgin are obligated to inform SKY about my switch.

https://www.ofcom.org.uk/phones-and-broadband/switching-provider/easier-than-ever-to-switch 

bill
Broadband
complaint
ofcom
switch

2 Replies

  • Cardiffman282's avatar
    Cardiffman282
    Community elder
    4 hours ago

    Yup so long as you did indeed use one touch switching (rather than just signing up directly) then the onus is on the gaining provider (VM) to sort out everything. Raise a formal written complaint via your online VM account. 

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    2 hours ago

    Hello Turnerward,

    Welcome back to the Community, and thanks for taking the time to post. I’m sorry to hear of the issues that you’re experiencing with your switch-over.

    I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
    Kind Regards,
    Steven_L