Sky Talk Ordering & Setup

[jonesys+wife]

having been with sky for 3 yrs we decided as we are moving that it made sense to add sky talk to our broadband and hd when we move. I rang a lovely man last week and was told that sky could add talk for no extra charge when we move but we would loose broadband for several weeks. Ok not happy loosing my internet but can accept the process is what it is and agreed to call again a week before move to cancel broadband and book move.

Rang again today and suddenly its £39 to add a new phone line???? sorry but bt will connect at new home for free so why would I want to pay? As an existing customer wanting to add a service I thought sky would be pleased to get my line rental and call charges but if not i can happily stay with bt. After asking for a supervisor -sorry none in at the moment -hello what a way to operate a call centre- I am now waiting for a call back to see if they can waive the charge. Or i have to ring bt and find out what my phone number will be before they will book the move.

This is not the customer service we are shown on the tv adverts! So far 2 calls to try to sort things and i havent even booked the move! If i wasnt tied in to sky after upgrading to hd at christmas i would cancel the whole service and move to virgin who can do everything quicker!

[michael-r]

Hi jonesys+wife,

Welcome to the forum.

There are two orders that Sky can process in terms of line rental. This would be a line transfer or a new line setup. A line transfer is transfer of a BT compatible line and number to Sky line rental service. A new line provide is a new line setup with a new number being provided.

The latter of the two would involve a setup fee of £39. The reason you may have received some conflicting information is that the two may have been mixed up throughout the communications. The £39 charge would have been shown because a check would have been getting done at your new address where a new line setup can also be placed. Line transfer can only be placed on a existing line and number at the address you currently reside at.

In your scenario we can transfer your BT compatible line to Sky before you are due to move or after the move is complete, so a transfer would be free, with monthly line rental and call charges being applicable. BT may however tie you to a minimum term contract after you move with them so you wouldn't be able to transfer to Sky without having some kind of charge from them.

If the line was transferred to Sky before your move we would also carry out the move of your line rental whilst moving home. However, the transfer of your line from BT to Sky would take around 14 days, your home move will need to be longer than 14 days away. 

I hope this clears a few things up.

[jonesys+wife]

no your relpy isnt really much help . Your advisors still gave me misinformation. The first advisor knew exactly what we have at the moment and told me i could add new line for free- as we already pay some call charges to you in addition to our broadband and hd tv.If he made a mistake thats Sky's problem. If you are going to quote for a service sky should honour whatever your advisor tells me.

despite this on my second call to sky i was told they wouldnt process the move until i could provide my telephone number for the new house and to contact bt and ring back when i knew what the new number is and they would then process the request for my new broadband. Of course when i did ring back with my number from bt (who were very clear, helpful and efficient) i was given another story. no its no good giving us the mach code and we cant request your new broadband until the new line is actually active-but we will cancel down your current one. oh but coz I only rang yesterday we need to have a delay between then and now so even tho new phone line is on from 16th you wont put the broadband request throu until the 20th!!! and Then its about a 14day wait for connection. If we werent tied in to your hd pack until december i would have cancelled everything. All i want is the service i signed up for in a reasonable amount of time. And when i offered to stop paying BT £13p month and give it to you instead u cant even waive the connection fee for a loyal existing customer.

I was a sky customer in the past and after arguing with your staff for a year that they had made a mistake on the account name -someone forgot to type the s for mrs and kept asking for someone who didnt exist!!!! I left sky only coming back when i was offered a good incentive. next time i wont be coming back! appalling service and you should be ashamed to advertise a "better effect" home move service.

If you are reading this and considering using home move service dont bother.

[GRF4784 · Accepted solution]

Hi jonesys+wife,

I'm sorry to hear that you were given wrong information. If you have decided now to go with BT unfortunately it will take approximately 14 days for the line to go active before BB can be added.

Thanks,