topic Re: Formal Complaint – Incorrect Handling of My Sky Cancellation During Switch to EE in TV

Formal Complaint – Incorrect Handling of My Sky Cancellation During Switch to EE

Jade_yasmin — Thu, 19 Mar 2026 13:50:27 GMT

Dear EE Customer Support,

I am raising a formal complaint regarding a serious issue with my switch from Sky to EE.

When I moved to EE, I was explicitly informed that EE would handle the full cancellation of my Sky services on my behalf. I relied on this assurance. However, I have now discovered that only my Sky Broadband and Talk were cancelled, while my Sky TV service was left active without my knowledge.

As a result, Sky has continued charging me £122 per month for the past year, totalling a significant and unexpected financial loss.

I received no communication from EE to indicate that only part of the Sky service had been cancelled, nor was I told that Sky TV would remain active. I acted in good faith based on EE’s assurance that the entire cancellation would be handled.

This failure has directly caused:

A full year of incorrect Sky TV billing
£122/month in avoidable charges
Financial loss and distress due to a service I neither used nor knew was still active

I am requesting:

A full investigation into why the cancellation was not completed as promised
Confirmation that EE accepts responsibility for this incomplete cancellation
Compensation for the financial loss caused by EE’s error

I have already contacted Sky to stop the ongoing billing, and they are reviewing the matter from their side.

Please confirm receipt of this complaint and advise on the next steps. I expect acknowledgement within 48 hours as per EE’s complaints procedure.

Kind regards,
Jade

[Mod edit: Edited out full name]

Re: Formal Complaint – Incorrect Handling of My Sky Cancellation During Switch to EE

DarrenDev — Thu, 19 Mar 2026 12:19:09 GMT

Complaints cannot be accepted here. Please see your options on the EE web site:

https://ee.co.uk/help/contact-ee/complaint

(for your privacy, I've removed your email address from your post)

Re: Formal Complaint – Incorrect Handling of My Sky Cancellation During Switch to EE

bristolian — Thu, 19 Mar 2026 12:38:30 GMT

This internet forum is not part of EE's formal complaints process, neither is it a wise idea to post your email address on here - that's an open invitation for spammers to start contacting you. Please edit that out ASAP unless the site admins beat you to it.

The complaints webform is located at https://ee.co.uk/help/contact-ee/complaint

Re: Formal Complaint – Incorrect Handling of My Sky Cancellation During Switch to EE

XRaySpeX — Thu, 19 Mar 2026 13:46:48 GMT

This user discussion forum is not the correct platform for lodging complaints & making demands upon EE.

The OFCOM mandated switching process for BB does not include any TV packages. You are informed when ordering a migration to EE to cancel your existing TV plan yourself.