topic Re: Sky to EE switching offer in Broadband & Landline

Sky to EE switching offer

Jimbo2024 — Sun, 14 Jul 2024 13:29:55 GMT

I’ve switched from Sky to EE broadband due to the £300 switching offer.
The switching team are asking for a pdf final bill from Sky but I don’t receive bills like that - I’ve sent them the email that Sky sent me with the Early termination charges and a screenshot from my Sky app showing the debit adjustment charge. Can anyone suggest how I resolve this?
Spoken to Sky and they can’t/won’t send me a pdf final bill. I can’t be the only person in the world that this has happened to.

cheers

Re: Sky to EE switching offer

JimM11 — Sun, 14 Jul 2024 14:42:47 GMT

@Jimbo2024 When you look at your sky account, and go to your billing, does it not allow you to download the bill where it shows payment charged and payment received with balance at zero?

Re: Sky to EE switching offer

Jimbo2024 — Sun, 14 Jul 2024 14:55:47 GMT

Sent from my iPhone

Re: Sky to EE switching offer

Jimbo2024 — Sun, 14 Jul 2024 14:57:19 GMT

Looking at it no for future bills but you’re right I can download a pdf of ‘old’ bills so I guess I just need to wait until it’s paid and become an old bill then request the payment.

Re: Sky to EE switching offer

JimM11 — Mon, 15 Jul 2024 06:38:27 GMT

@Jimbo2024 Not sure how this switching all works, but sure that EE will be looking to see that the bill was paid before they supply the refund, and it is documented somewhere in the switching help. Hope you get it all fixed. Plus watch your sky billing eventually they do stop the ability to download so you have to do print to pdf for the bill. HTH

Re: Sky to EE switching offer

DaveLean — Tue, 15 Oct 2024 14:40:42 GMT

EE will cancel the broadband but not TV. Good luck if you have to cancel the TV because they wouldn't let me out of the contract and EE will not reimburse me after telling me they take care of everything

Re: Sky to EE switching offer

DaveLean — Tue, 15 Oct 2024 14:45:06 GMT

I have the same problem. The EE sales guy told me they take care of everything but that isn't true. Sky are not being helpful because of switching to a competitor so we are left without recourse. I am writing to the ombudsman due to mis-selling by EE

Re: Sky to EE switching offer

L8Again — Tue, 15 Oct 2024 14:53:43 GMT

You cannot escalate a complaint to any Ombudsman until you have followed the company’s complaints procedure. You either have to wait for the company’s final response or 8 weeks after the complaint was made before the Ombudsman will engage. It is also worth bearing in mind that Ombudsman are not investigators. It is a third-party private arbitration company that looks at your submission and the company’s case file.

Re: Sky to EE switching offer

XRaySpeX — Tue, 15 Oct 2024 15:01:07 GMT

@DaveLean : You can't take to the Ombudsman until you've made a formal complaint to EE & not got resolution within 8 weeks or reached a deadlock.

Re: Sky to EE switching offer

Mustrum — Tue, 15 Oct 2024 15:07:30 GMT

@DaveLean whilst EE take care of the broadband switching, including letting Sky know, details of how to claim the leaving fee are available in this Help https://ee.co.uk/help/broadband/getting-started/early-cancellation-credit

Re: Sky to EE switching offer

DaveLean — Tue, 15 Oct 2024 15:19:24 GMT

Thanks, I have followed the process. Sky refuse to cancel my contract. The EE salesman said they take care of everything but that isn’t the case. They only take care of the broadband. I’m left with paying twice for the same service

Sent from David Leans iPhone

Re: Sky to EE switching offer

L8Again — Tue, 15 Oct 2024 15:32:40 GMT

The new switching service includes guaranteed service payments when things go awry. From the OFCom website:

‘On the day of the switch, once your new service has been confirmed to be working correctly, your new provider will notify your old provider to cease your existing service and you should not be charged for any notice period charges beyond this date. Any loss of service that occurs during a switch should not be longer than one working day.

Under our new rules, providers will also have to compensate you in an easy and timely manner if things go wrong, for example, if you are left without a service for more than one working day, or if they miss any service or installation appointments. Providers must pay such compensation within 30 days of the completion of a delayed switch, or the date of any missed appointment.’

Re: Sky to EE switching offer

XRaySpeX — Tue, 15 Oct 2024 15:38:44 GMT

@DaveLean : EE will take care of everything to do with your BB migration but your TV contract is another matter. Accordingly claiming your leaving fees from Sky would not include any for a TV service.

Re: Sky to EE switching offer

Mustrum — Tue, 15 Oct 2024 15:42:22 GMT

@DaveLean the complete Ofcom rules are listed here - https://www.ofcom.org.uk/phones-and-broadband/switching-provider/switching-broadband-provider/

The EE complaint process is https://www.broadband.co.uk/providers/ee/broadband/EE-broadband-customer-service-complaints#:~:text=Complain%20to%20EE%20by%20phone%3A&text=Like%20with%20general%20enquiries%2C%20if,complaints%20is%2007953%20966%20150.

No one on here has access to account details, hope the information above helps.

Re: Sky to EE switching offer

DaveLean — Tue, 15 Oct 2024 17:34:24 GMT

Why did the EE salesman guy tell me they will pay up to £300 on receipt of final bill from Sky? Listen to the recording if they record them

Sent from David Leans iPhone

Re: Sky to EE switching offer

JimM11 — Tue, 15 Oct 2024 17:52:21 GMT

@DaveLean The help link to EE switching credit below.

Switching Credit | Broadband Help | EE

Re: Sky to EE switching offer

Mustrum — Tue, 15 Oct 2024 17:52:21 GMT

@DaveLean this is a customer forum, not customer services, no one has account access.

Have you read the links posted? Or followed any of the suggestions?

Re: Sky to EE switching offer

Binkstink — Wed, 20 Nov 2024 22:55:57 GMT

I've had exactly the same problem. I've send details to EE showing the termination charge from sky on a sky email but because it isn't in a final bill formate sky won't accept it. It's a total joke and a rip off. I'm disgusted. I've been with EE for 22 years. I won't be staying when it comes to renewal.

Re: Sky to EE switching offer

DaveLean — Wed, 20 Nov 2024 23:07:02 GMT

When I complained EE said the offer is spelled out in our terms. They are right. The sales guy deceived me but I’m over it now. When I got my final bill from Sky I sent it to EE and they paid the part of the bill they are obliged to under the terms of the move.

No apology for the deceit by the telesales person so their renewal price will need to be very good when the contract ends because I will be looking to leave at renewal time if it isn’t.

Sent from David Leans iPhone

Re: Sky to EE switching offer

Benki — Thu, 02 Jan 2025 07:23:46 GMT

Exactly the same. I was told in store that it was easy to do. I’ve 3 months of my contract left with sky tv. It comes in far less than £300. Sky refuse to let me leave early. Sky said I could pay for the remaining 3 months upfront putting my account in credit but ee we won’t accept this.they want a ‘final bill’ which they KNOW sky won’t provide.

When I complained in store I had been mis-sold, they said that the issue was with Sky and not them and that there is an ongoing case with ofcom regarding early termination. EE are clearly aware that this is an issue but continue to sell packages under the false premise that they will pay off a contract. They won’t. They are asking for documents they know full well Sky won’t provide.

I’m taking this as far as I can.