Sky Broadband Ordering

[harrisont]

Hi,

I have recently moved home with Sky. My TV transfered across fine and I wished to carry across my broadband and sky talk package with me in my new home. I called the customer services team and after being messed around for a few days I did finally manage to arrange a home move and all was OK.

Whilst doing this I also contacted BT whom my line rental was with and requested a home move with them. This went through fine and as expected.

As part of the switch I was informed that my broadband would be cancelled and then I would need to re-order. I was of the opinion that this was probably pandering to Sky's system shortfalls by having do this, but went along anyway.

I originally tried to re-order sky yesterday(5th). Was told there was a problem with the order and promised a call back today. Nothing came before 5:30 so I called back myself to query and complete order. However I was told that I would only be able to take broadband if I had Sky Line rental?? This is brand new to me and at no point was I told of this before. I was told that this applies to all new business but I also do not see myself as being a new customer. I have just entered into a 12 month BT contract cannot believe the service being offered by sky!

I asked to speak to a manager regarding this but was informed that I couldnt do this until Friday when the ladies supervisor from the home move team was at work. The lady I spoke to was nice enough but the situation is ridiculous!

I am posting here to try and get an earlier resolution (rather than taking my business to o2) and to also make other people who are moving aware of this new ridiculous rule!

Tim

[Malcolm-M · Accepted solution]

Hi harrisont, this is a relatively new change in our offerings so there may be some confusion, sorry. This is correct for people taking new packages however for home moves we can at present offer what you had before. The advisor needs to have the necessary access on the system to override the requirement for line rental and some may not have this yet although they should be aware of the situation. Your request for an escalation should have been passed to another manager, sorry. Could you respond to the private message I'm sending and I'll get someone who is aware of the situation to contact you?

[harrisont]

Thanks malcolm,

I did recieve a call and the lady was very helpful and sorted me out.

May be worth clarifying with all staff though that sky line rental isn't required during a home move

Thanks again

[dhehrich1]

Malcolm

I am in the same position, tried to move my phone number with sky, was told they cannot do it, go to BT.  HAve done this and tried to activate my braodband and now am told have to have sky line.  Sky told me to get a BT line!!!

I informed the manager of this forum and he told me the advisors were talking nonsense, in no way can we have broadband with a BT line.

I am now about to go to BT to get broadband.

Everytime you phone you get a different answer, its ridiculous.

H

[Shelz]

Hi dhehrich1,

Thank you for joining our help forum, but I do apologise that the reason for you signing up is not under great circumstances.

Did you have your Phone and Broadband services with Sky before you moved home or were you looking to move your services once you had moved in to the new property?

Just need to get a little more information as this is your first post.

Look forward to hearing from you.

Many thanks,

[puttockk]

I had similar problem.  Was moving home and didnt need a sky line rental as the property came with a provided telephone line.  Wanted to move over broadband and tv but was told I wasnt able to as I wasnt taking the phone line with me.  Have now cancelled the entire contract and gone elsewhere for broadband and will sort out TV once we are in the new house.

[StacieB]

Hi puttockk,

Apologies for the late response, however I would like to welcome you to our forum.

I'm sorry to hear that you have decided to terminate your services with us.

Unfortunately we no longer offer Broadband or Talk as stand alone packages, these must both be taken together. I appreciate this is frustrating to some customers looking to take the services individually.

I hope that you do consider taking your services with Sky again in the future.

Thanks.

[dissilusioned]

I too have experienced baffling service when transferring my broadband.

Having been told to expect a call back from an advisor to confirm the current state of my broadband transfer, I have instead been sent useless generic text messages "we are still attempting to resolve your issue", over consecutive days. As sky take their time in transferring the phone line, I have no other option but to chase them up via their premium cost 0845 line - this is unnaceptable, and just adds to the seemingly perpetual let downs experienced since I joined.

[Mickey+B]

Hi, I have just experienced exactly the same problem as harrisont.  The adviser told me that it was impossible to re-instate my broadband without taking my line rental to Sky, i told her that i didn't beleive her, and she said that i will get the same response from every adviser. I've been a Sky customer for 20 years, but I'm very close to taking my £100+ a month business elsewhere.  Please could you give me a direct link to someone who knows what they are doing?

[GRF4784]

Hi Mickey+B,

Thanks for bringing your query to the Forum.

I can confirm that if you were a standalone Sky BB customer recently and have chosen a Home Move you can continue with this service, If you would like to discuss this further please follow this link and an advisor will be more than happy to discuss this.

Please let us know how you get on.

Many Thanks,

[GRF4784]

Hi dissillusioned,

Thanks for bringing your query to the Forum.

I would like to start by apologising for the time it is taking for your services to be set up, please come back to us if you are no further forward when you next speak to an advisor and we will advise further.

Many Thanks,

[jessica2109]

HI,

I have the full sky package (TV Phone and broadband). I am moving to a new property the beinging of may and would like to know if the transfer will be simple as on the forums people seems to have had trouble when moving.

can you give me some advice on this please

thanks

[GRF4784]

Hi jessica2109,

Thanks for bringing your query to the Forum.

The Home Move process is designed to give you peace of mind when you decide to move home, we understand that this is a stressful time in anyone's life so our advisors will take care of everything for you. If you follow this link it will give you more information about this process.

If you have any queries regarding your transfer please come back to us on the Forum and we will be glad to offer you more advice.

Many Thanks,

[Gabriel+Amorim]

I chose to have my number ported to my new house which is 50 steps from my old one. That was ticked on the form. However they gave me a new number and said to me there was no way I could get my number back. I think I should have been at least informed as I really used the number and need it for many reasons.

I won't even mention that my speed is very poor because today is the first day of the the move so they'll say I need to wait for 10 days. 

I do believe Sky should be more customer-orientated. 

Very upset.

[pedro52]

how frustrating this home move is!!  told a date for installation...then receive e.mail with differant date...contacting sky more difficult than ever..no more 150...expensive calls..seriously thinking of moving supplier!!