Sky Talk Ordering & Setup

[DeductiveShark]

I am severely frustrated with the rate at which my Sky Talk and Broadband services seem to be being processed, and after having a very helpful conversation with another provider (who confirmed they can have me set up in 12-14 days!), I am genuinely considering leaving Sky altogether - never-mind I get the Everyday Lite Broadband free because I am a Sky TV customer; I'd rather pay for broadband with a company that is going to get it right and in a timely and efficient manner!!

I logged a home move request online on the 6th July to inform that I would be vacating my old property on 22nd July and moving straight into a new one where I wanted all my services (TV, Sky Talk and Broadband) moving over to - now I've not had any issue with the TV; that was all done in good time just 3 days after moving into my new home.....a good sign of things to come perhaps?? No chance; I've just learnt today that although my broadband services at the old property where cancelled on 21st July, the cancellation request for the Sky Talk at the old address wasn't placed on Sky's system until 9th August - over a month after I had already informed Sky of my plans to move.

So now I'm being told that actually the 9th August was only when the cancellation of the service was requested; it won't actually be complete until 23rd August, and I will then have to wait another 2-3 weeks before the connections at my new address will be up and running - by this time it will be 2+ months since I first informed Sky of my planned move. I'm sorry (well, actually I'm not!) but this type of service is completely unacceptable for an existing customer, especially when a new provider has told me they can have me set up in as little as 10 days!!

The rather unhelpful chap I spoke to at Sky informed me there was no way to speed up the process as it currently stands as its with BT, however offered no explanation as to why it took so long for the cancellation to be raised in the first place and did not even apologise that it hadn't been dealt with at the time of my original home move request.

So to sum up, Sky currently have themselves one very unsatisfied customer and the fact they can't/won't do anything to move this along or offer an form of apology pretty much leaves me with no option but to spend the next few hours looking for an alternative broadband provider; at least its a good excuse to give the gym a miss tonight (Every Cloud....!!!)

[Shelz]

Hi DeductiveShark,

I apologise that our moving home process time scales are slightly longer than that of another company to whom you have been in contact with, however unfortunately these are our timescales for our Moving Home.

We do not have ways of speeding up these processes or getting around them, every order/home move takes the same amount of time, there is no customer that has less time to wait for their Broadband and Talk services to activate.

We do appreciate your feedback about this.

Many thanks.

[DeductiveShark]

Hi Shelz

Thanks for your response however this isn't just relating to the speed of the home move from now until the services are connected - it it  mainly down to it taking over a month between me logging my home move request and the  cancellation being raised on Sky's system.

If the cancellation had been raised on the date I vacated my old property (as my broadband was) then I would have no problem in waiting 3-4 weeks to get the new services up and running as I appreciate this takes time, but to have no explanation for the initial 1 month delay is unacceptable, hence my frustration.

[Shelz]

Hi Deductive Shark,

Thank you for your response, I appreciate it.

I know that this sort of thing can be and is frustrating (I am moving next month ), but in order for us to double check what has caused this delay we would need you to contact us so we can check the systems that have all this data for an agent to look at.

I know that isn't something that you want to hear, and please accept our apologies that I cant give you more information though this forum.

Many thanks.

[DeductiveShark]

Hi Shelz

Is there anyway of putting in a request for someone from the home move team to call me (I have been contacted once before so I at least know they can make outgoing calls) rather than me calling - obviously as I don't have a working landline, I would need to call from my mobile and therefore incur some rather unwanted premium call charges which, as the delay is no fault of mine, I don't think is very fair!!

[BuckSchuett]

I am in a very similar situation. My wife placed the order to move our services from our old home in Bury St Edmunds to our new home on RAF Lakenheath. She was told the services would be disconnected from the old house on 6 August, yet as of today (19 Aug), the phone and broadband are still connected in Bury. Until they are disconnected on Monday the 23rd, Sky will not hook up those services in our new home. I find it absolutely unacceptable that it has taken an extra 2 weeks for this to happen. What frustrates me more is that, based on previous experiences with Sky, it will take 4-6 weeks for broadband and phone to be hooked up at our new home, even though Sky engineers are on RAF Lakenheath daily.

I sincerely hope my bill does not reflect charges for services that Sky was supposed to turn off as of 2 weeks ago. We are not able to access them in our new home based on Sky's dragging their feet on installation.

Further, the military community is very tight-knit, and with the number of new folks moving into the country, word of mouth spreads quickly about the quality of services provided. I will be happy to recommend every newcomer steer clear of the shoddy customer service Sky provides unless this issue is cleared up in a prompt and satisfactory manner.

I am happy to pay for quality services rendered, and to recommend those services to others. I am equally happy to not pay for what I have not recieved, and to persuade others to take their business elsewhere. The choice rests with Sky.

[Shelz]

Hi deductive shark,

There is another option to contacting us that would not require phoning which may be best for you, as I cannot schedule a callback through this forum I am sorry to advise.

We have an email option also that an agent will be able to communicate with you? Our response times at the moment are slightly above our normal, sitting at 7-10 days as we are very busy via our emailing service. For a faster timescale we do advise calling.

Many thanks.

[Robert-B]

Hi BuckScheutt,

I'm sorry to read about the delay in cancelling your services as part of the home move.

I'm afraid we are unable to speed up this process for you, was it explained why it was not cancelled earlier?

Once it is cancelled and the order placed at the new property, it should take approximately 10-14 days to activate the phone line at your new address. If your new house is in a Sky Network area then the broadband will go live the same day otherwise it will take a further 10-14 days after the phone line goes active.

The activation of these services are carried out by BT Openreach engineers with Sky engineers deployed to install your TV equipment.

[DeductiveShark]

Hi Shelz

Thanks for advising re: e-mailing to query the delay to moving my services, I will use this method however I now have another problem!

Having logged on to my Sky account this morning, I can see that my old phone line has now been disconnected but an order for neither a phone line or broadband at my new address have been placed - I have tried to place an order online, but I do not have the option under my account to add Sky Talk or Broadband services as I have made a change to my account in the last 30 days; instead it advises me to contact a Sky Customer representative. Does this mean I have to now phone up to order these services again? If so, I think this is rather pointless and is now adding to my frustration, as surely the whole idea of placing a Home Move transfer request online is so that services could be cancelled/moved with no fuss - this again puts me in the place of having to phone Sky from my mobile incurring the premium rate charges!!

[Kris+McD]

Hi DeductiveShark

When you went online to check your order this may not have updated the online services, as this can take 48-72 hours to update from when the order was placed, if after this time it does not show up then it would be best to contact us either by phone or email to enquire about the status of your order.

Let us know how you get on

Cheers

[DeductiveShark]

Hi Kris

I think you have misread my last forum post - I haven't placed an order yet because:

1. The online ordering system won't let me as there has been a change to my Sky Talk products in the last 30 days

2. I refuse to call Sky from my mobile and incur premium charges when a. there was a 30 day delay in cancelling my old Sky Talk package and b. I was told (and it was implied by the Home Move service provided online) that once the old services were cancelled, orders would be placed immediately for the services to be activated at my new address without need for me to do anything - however I am now being told that I, at my expense, have to contact Sky to place a new order.

So my options with Sky are to wait 30 days or so for the online system to allow me to place a new order, or phone from my mobile to correct something that should have been taken care of by Sky over a month ago - as already expressed, the latter I am not willing to do and there is no way I can wait 30 days, plus whatever additional time it takes to getting the phone line active/broadband working is.

Or, the alternative option is to go with another service provider which within the next few hours, I will have done!!!!

(BTW: I appreciate your help on this forum topic - please understand that my frustration lies entirely with Sky in how they conduct their processes, and not with you as individuals; you're just doing your job!! Thanks)

[Shelz]

Hi Deductive Shark,

I am really sorry to hear that you are still having issues with this and I also apologise that this has made you consider moving providers.

When you logged into your MySky account did it tell you what date your line had been cancelled down?

If calling is definitely not an option that would work for you please do email us and we will get back to you about this as soon as we can.

Many thanks again.

[kimmys1]

I have had similar problems that have outraged me after all the hype of home move and how excellent it is 'we will take you from your old address to your new address smoothly..so you miss nothing ' or words to that effect. I think this whole home move scam because thats what it is...should be bought into the open via one of these consumer programmes ...its a disgrace that one of the home move operators hadnt even seen the advert, that told of this great news... I had similar problems with broadband and my telephone line ...and as bt said when they came to install the line we could turn the broadband on at the same time but oh no sky want to do all these tests on the line first...quite honestly it is a lie that home move can be done in the way advertised... I agree the tv transfer was fine but then it went to pot ...as a disabled person i need the internet and the phone line as a matter of day to day living ... if anyone else on here wants to get together to open up this home move offered by sky so others are not left in limbo like we were ..reply to this post.. the least we should get is some sort of compensation for advertising being incorrect. I notice sky are offering Now available in your area Sky Broadband at £7.50  a month when you join sky tv and sky talk for £20 a month ...I have the whole package sky tv talk and broadband but as we are not new customers we are not eligable for such offers ...I think loyalty should be rewarded not shunned.

[Ftyking]

Hi Robert-B,

My views are similar to those within this topic and i am equally frustrated with the so called 'solutions' to these problems. The online home move service asks a fair number of questions in order to move the services to a new address. During the process you indicate the dates that you are moving and the dates that you would like to terminate services to the previous address. I logged all of this information through the site, yet 8 or 9 phone calls from sky followed asking me the same questions and rather than terminating the service on 13th Sept (as specified online) it was now terminated on 20th Sept - for what reason exactly??

My phone line is going to take until 3rd October to turn on, and broadband potentially another 14 days...? The previous tenants in my apartment had sky tv and sky talk and sky broadband and there was only a 4 day gap between them moving out and us moving in so you can understand my frustration that it is going to take a month to provision the same services! Much like the other people here, i have contacted BT and they say that it should take 'a couple of days at most' to turn on both services...can you please explain why sky will take up to a month?

As i am now without a phone service and broadband for a month, are sky going to reimburse me as i am missing a month of my sky tariff??

I work from home and phone and broadband services play a major part in what i do so this service is completely unacceptable! Are you able to tell me whether i am in a 'SKY network area' and whether or not broadband will be activated the same day? If not, then it looks like i too will be moving to a competitor for my services..

Ftyking

[michael-r]

Hi Ftyking,

Sorry to see your first post to our help forum has involved a negative experience.

We are aware that the home move process isn't always smooth which doesn't help with the stress of actually moving home. We are always looking for feedback on this and are working to improve this process as much as we can.

From the dates you have mentioned below, the line rental services have involved a cancellation request placed on the 13th, this would cease 7 days later as you have mentioned this was done on the 20th of September. The line rental activation is taking around 14 days, but this will be confirmed to you in writing, as a BT Openreach engineer appointment needs to be confirmed and booked for this job.

If you have been informed that the broadband order is progressing after the line activation you won't be placed on to Sky equipment at the exchange and this a non-sky, voice and broadband network order. A sky voice and broadband order means the line and broadband go active on the same day. It sounds as if this won't be activated in this way and your broadband will go active up to 14 days after your line rental services have become active. In order to check this I would suggest checking your order progress within your mysky account.