Trying to move to SKY TT say I have early termination fee of £180 to pay, although I am not in contr

[PhilR2]

I tried moving to SKY from TalkTalk last Saturday, September 27 2025. You told me early termination charge £180. I said I am out of contract, you said I renewed in March this year. I have no correspondence to this effect.

Shaina told me SKY would pick up the bill. She told me "Once our support team has notified the documentation on your account, they will email you to keep you updated."

Four days later - nothing.

Last time I had a problem I said I wanted to correspond via email, you told me you have no access to email. 😐

You cannot / will not tell me any info on my contract renewal, probably because I didn't renew

[13:39, Sept 27] You: I still cannot trace agreeing to 19/03/2027 extension. No email / SMS / or whatsapp What are you looking at showing you this ?

[13:41, Sept 27] Shaina: Please be advised that we are unable to provide you with certain details, but no worries! You can have this transcript as proof. Once our support team has notified the documentation on your account, they will email you to keep you updated.

[13:41, Sept 27] Shaina: I assure you that only your other provider can cover the amount if you wish to switch.

[13:41, Sept 27] You: Once our support team has notified the documentation on your account, they will email you to keep you updated. OK - would that be today please ?

[13:42, Sept 27] Shaina: Unfortunately, the email may take 24 hours to be sent, but no worries. I have already documented your account, so rest assured about that.

[mandisa1-TT]

Hi there @PhilR2 I would like to apologize for the inconvenience caused and the stress. I have followed up with the complaints team (the lady from Durban who handled your complaint). The charge was meant to be waivered as per the complaint resolution. I have waivered whole charge, however as it is above £85.00 it will take 24 - 48 hours to reflect on your end, on your online my account under transactional history.

[PhilR2]

Tried that - see above

[PhilR2]

Hi, still having problems after moving to SKY with demands for early termination fees.   Summary - told I am in contract, early termination fees £172

Previously Shania told me, I have transcript. that SKY would pay these charges, my records would be annotated accordingly.

Further correspondence regarding contract - I have been out of contract for a long time, years, then TT changed their terms when my land line was removed.   I am advised this does not constitute my agreeing to extend the contract for three years    

After speaking to various TT reps none of whom could produce any documentation of my agreement to extend the contract, it was agreed agreed no fee was due.

Nomfundo, South African lady, phoned me from Durban, who was incredibly helpful.   Understood the problem, saw the charge was raised in error, promised to amend the records, phoned me back the following week to ensure all was OK

Today I receive an email demand from TalkTalk for £172.45   "To avoid any further debt recovery and impact on your credit rating, please pay the £172.45 that's outstanding on your account now". 

I have not received a bill for this, just a TEXT yesterday and now a demand with what as I see as an implied threats    I have not cancelled my TT agreement with my bank

There is a phone number, but judging from previous conversations I prefer to get something in writing, like all the transcripts I have kept where available

Is it possible this demand is a scam?   There is a "PAY HERE" button, which I am always suspicious of

Any advice would be very much appreciated

Regards

[mandisa1-TT]

Thank you so much for the support @ferguson

Hi there @PhilR2 We sincerely apologize for the inconvenience caused to you, the information provided by @ Ferguson is correct they will be able to assist you further and provide you with the information you require.

[ferguson]

You have already been advised to follow the complaints process if you remain unhappy. 

[PhilR2]

Because I keep trying to get an answer I just received email saying:

CONGRATULATIOS

Hey PhilR2

You've just earned the Staying Active badge.

So what's it all about, check out the description below and why not take a look at your new badge in all its glory on your profile?

How pleased am I 😞

[PhilR2]

10 days later I am still trying to get a straight answer from TT   TT said I renewed, but will not provide evidence of this   

Today

Your complaints rang a little whole ago   

I missed the call   

I rang back on number provided

5 options offered, not one for complaints

Spoke to some one on option5, retentions

They wanted to verify who I was, Name and MY TELEPHONE NUMBER

Wanted to send a verification code  TO MY TELEPHONE NUMBER THAT I WAS RINGING FROM AND WOULD BE DISPLAYED ON CALLER DISPLAY

New depths of nonsense from TalkTalk

Send me an email WITH THE INFORMATION I ASKED FOR AS BELOW

 I want you to show me my explicit renewal instructions back in March   

A legal representative tells me to renew a contract there must be explicit instructions.

I also require your confirmation that Shania was correct in her advice, below

However, there is no need to worry; your other provider will take over the payment if you switch to a different provider.

[13:33, Sept 27] Shaina: Thank you so much for the information, Philip. I can see here that you have a Fibre 65 data-only plan and you are still under contract, with your contract ending on 19/03/2027. The reason you have been charged if you wish to move to Sky is that you are still in contract. However, there is no need to worry; your other provider will take over the payment if you switch to a different provider.

[13:34, Sept 27] You: You mean SKY will you £180 and I will not be charged ?

[13:35, Sept 27] You: Why do you say I am in contract.   I amnot   Not for years.

[13:35, Sept 27] Shaina: When you switch to another provider like Sky, if you’re still within your contract with us, you may incur early termination charges. However, typically, your new provider can cover these costs as part of their switching process, meaning you wouldn’t have to directly pay us.

[Mandisa-TT]

Thank you @Anonymous for removing personal information from the post.

[Mandisa-TT]

@PhilR2 It is showing that an email was sent to you, there is no option to have this resend to you and no changes are made on the account without the terms and condition being sent and customer agreeing to the contract. I understand you are disputing this. I have sent you a private message with a complaint process has you are not happy and disputing this. 

[Gliwmaeden2]

@PhilR2, it is against forum rules to post personal information details in the public thread, as scammers can easily take advantage of it.

All your personal information should be stored in the profile area, where only community forum staff and yourself can access it.

[PhilR2]

Please email me a copy of my agreeing to the extension to 2027

xxxxxxx email address removed for security reasons. 

[Mandisa-TT]

I have reviewed your account and noted that you were informed in January about being on a legacy package, which incurs a separate charge for landline rental if you wish to maintain your current package. Alternatively, you have the option to upgrade to Full Fibre Data only. You reached out to us on February 12, 2025, with questions regarding this and expressed interest in switching to Full Fibre. An agent assisted you, and an email containing the terms and conditions was sent to you. Your old account was disconnected on March 4, 2025, and a new package commenced on March 20, 2025. Which was a 24 month contract.

[PhilR2]

Thank you for reply

i did not renew my contract for years.  If you think differently tell me what communication I agreed contract extension, when and how, email / sms / whatsapp whatever 

[Mandisa-TT]

Hi @PhilR2 I will be able to assist you with your query, I have gained access to your account, I do see that you are on a 24 month contract ending 19.03.2027/. There is no unsolicited cease letter on your account by Sky that they are taking over your services. 

[ferguson]

Nice one, it looks to be there now.  🙂

[PhilR2]

Thanks Ferguson, profile all updated I think, avatar shows and ring around it went from quarter, half and now all way round   

I appreciate your help

[ferguson]

Not your account as such, your community profile as per the link I posted earlier. Once confirmed you should see an icon like this below your username: 

 .

[PhilR2]

Thanks for advice - I have looked at my account and believe all is in order there

[ferguson]

If you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.