Why did Sky keep charging me when I changed provider?

Still switched on to Sky TV … but switched off from its phone and broadband. Photograph: Chris Radburn/PA

Back in 2013 I switched my phone and broadband from Sky to BT – although I carried on paying Sky for TV services. I realised yesterday that Sky has been billing me for my landline and broadband ever since.

I estimate the overcharge must be in excess of £1,000. BT says it simply switched me over.

TC, London

Sky is adamant it provides your landline, and that the 2013 switch was never completed – due to an error at the time. It says it has been sending you bills all this time, as has BT. I suspect this is another case of paperless bills failing to reach their destination. Dial 150 customer services and see which company answers – then contact the other provider for a refund.

If that fails, you will have to take the case to ombudsman to establish which firm is in error.

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