I switched my broadband provider from Sky to Virgin Media on 15th July. This switch is supposed to managed by the provider without needing input from myself. However, my Sky broadband account is still live and I am still being billed monthly by Sky.
Is it possible to check that Virgin Media have followed the correct process for managing the switch?
OTS wasn't working properly in mid-2025, so you need to contact Sky to terminate your contract.
Thanks for taking the time to reply. I take it that OTS is the switching process? It would have been handy if either provider had told me it wasn’t working instead of emailing me that I didn’t have to do anything!
I’ve contacted Sky several times over the past 10 weeks about this to no avail. Oh well - back to the drawing board!
OTS was introduced on 12th September 2024, however it still isn't working properly.
One of the problems is that the switch only covers landline and broadband. It doesn't cover TV services and the customer needs to contact the losing provider (Sky in this instance if the OP also has a TV service with Sky) to cancel the TV service. See ofcom.org.uk/phones-and-broadband/switching-provider/switching-broadband-provider "
If you use a bundle of services with a provider, for example home phone and broadband, you will usually follow the process linked above. However, you may need to notify your old provider to cancel other services you are also switching as part of a bundle - particularly if the switch involves cancelling a TV service. Your old provider will give you information on what your options are regarding these services in the switching information they send to you
The article linked below which shows that daily the daily switch match success rate is currently hovering around 67% – 68%
/problems-remain-as-uk-broadband-isps-mark-first-year-of-one-touch-switching.html
The gaining provider (in this case VM) are responsible for the landline and broadband switch and should be able to see what went wrong. VM should either re-send the "switch complete" message or trigger a manual disconnection with Sky.
Thanks for your comprehensive reply which was very helpful. I’ve been repeatedly contacting Sky about this as they have been the ones who’ve been emptying my bank account and they’ve done nothing to help. I’ll get in touch with VM.
Forum TeamHi Seanspar58,
Thanks for posting, and welcome to our community 😊
Sorry to hear the cancellation process hasn't been a smooth one, so I can check everything is fine from our side, I've popped you over a private message.
Alex_Rm
