Mis-sold TV and broadband

Keep your 14 day cooling off period foremost in mind here. 

One Touch Switching is still in it's infancy and there are still too many pitfalls with all ISP's when using this method. Since it was introduced there have been a million switches (around 1.4% of UK broadband homes), however there have been too many failed matches when starting a switching order.

All providers (both gaining and losing) should be aware that the One Touch Switching system only relates to landline and broadband services and even though the losing provider (Sky) should have given you this information.

The new One Touch Switch process is only applicable to landline and broadband services and not TV or mobile services.

Your post indicates that you specifically asked the door to door salesman "if this covered all our services, Broadband, Talk and Mobile and he said that , yes, as far as he knew it did" It seems odd that dropping Sky's TV service wasn't also mentioned. 

There's a posting from Ofcom, dated 2nd October 2024,  regarding the One Touch Switch process. 

/ofcom.org.uk/phones-and-broadband/switching-provider/switching-landline/ 

One Touch Switch

From September 2024, a new switching process for all broadband and landline services called ‘One Touch Switch’ will be used. This process will be easier, quicker and more reliable for customers.

Under this process, you don’t need to speak to your current provider. Instead, your new provider can arrange the switch for you. You will simply need to provide them with a few details including your address and the name of your current provider.

These details will be matched against your current provider’s records, and they will immediately send you any important information to consider in deciding whether to go ahead with the switch. This may include early termination charges or the impact of the switch on any other services you currently receive. If you decide to go ahead with the switch, the new provider will arrange this for your preferred switching date.

Switching a bundle

If you use a bundle of services with a provider, for example home phone and broadband, you will usually follow the process described 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.

Not mis-sold, just incorrectly advised as to who has responsibility for cancelling services apart from broadband and landline.

If you have also taken mobile services you'll also have to pay any early termination charges to Sky if you leave whilst in contract.

If you want to keep your mobile number(s) make sure you understand how number porting works.

Door to door sales only visit new FTTP network build areas. These areas do not support the recordable TV boxes, as these only work on the legacy copper coaxial cable TV networks. Just as with Virgin, Sky have now removed the SkyQ box from front line sales, as the Sky Stream box now accounts for more than 70% of new customer business.

The new switching service only includes Broadband & fixed line phone services. It also looks like the answer the salesman gave you deserved more investigation.

I specifically asked if this covered all our services, Broadband, Talk and Mobile and he said that , yes, as far as he knew it did. 

Hi we3gees 👋 Welcome to the community forum!

Thanks for posting. 

Sorry to hear this feedback about your recent experience with a door-to-door sales agent, and swapping to our services. 

From the sounds of things you already have a complaint raised which is under investigation. Depending on which team the complaint has been assigned to, there may be some internal investigation and action taking place to try and prevent this from happening in future. 

We'd need to take a look at the account and complaint in more detail to offer any further insight or guidance on next steps. 
I will send you a PM to confirm a few details and offer support with this. Please keep an eye on your Inbox 📩 in the top right corner of the page for my message offering help. We can then return to this public thread with another update when possible. 

Thanks for your patience in the meantime! 🌞

I am really pleased to report that thanks to Molly T this unfortunate situation has now been resolved. Molly has been a superstar and definitely deserves a raise!