Three refusing to cancel One Touch Switch during cooling-off

I'm honestly freaking out and don't know what to do.

I ordered Three 5G Home Broadband on 11 Nov and cancelled in writing the next day, well within my cooling-off period. I've spoken to Three multiple times and they keep refusing to cancel the One Touch Switch from Sky. So on 20 Nov my Sky broadband gets cut off for a service I've already cancelled, and Sky will hit me with an early exit fee on top.

Ofcom's guidance says to cancel a switch you contact your new provider, which is Three. Three's own terms say cooling-off starts from the order date, agreement or delivery. Yet agents have told me Sky has to cancel it, that the switch "cannot be cancelled", and today that cooling-off doesn't start until the service goes live.

My complaint was closed unresolved and it's now with CISAS, but that won't be sorted before the 20th. Has anyone else had this, and did anyone manage to get Three to actually cancel the switch in time?

Did you also e-mail us about this? I think Andrew is following up on it as I saw some queries on this.

Have you spoken to Sky?

Post deleted by rogue193

Yes Sky are unable to stop it. It’s a safety system put in by one touch to stop the supplier you’re leaving blocking the transfer to stop you from leaving. I suppose nobody at ofcom thought that the gaining supplier would ever simply refuse to cancel the one stop…when requested. Even though it’s in their guidelines that you can request it to be cancelled

Yes I’m in contact with Andrew thank you for getting back to me.