topic Re: Moving house in Archive

Moving house

Enianollid — Mon, 15 Nov 2021 17:54:08 GMT

Im moving house on Friday and have informed sky, they have told me my wifi will be switched off on Thursday and will be switched on in my new home, 2 WEEKS LATER, what am i supposed to do until then as i cannot go 2 weeks without internet, i have work and school childrens homework online.

I have tried the online chat with nothing but a robot answer telling me to come here.

I can't phone as i cannot afford 2 hours credit on the phone and asking for a callback doesn't seem to work.

If i cannot get a response I'll have to leave sky

Re: Moving house

cookiemonsteruk — Mon, 15 Nov 2021 17:56:23 GMT

@Enianollid

You are supposed to give sky 2 weeks notice. When did you contact them?

Re: Moving house

GD1 — Mon, 15 Nov 2021 18:00:41 GMT

@Enianollid wrote:
Im moving house on Friday and have informed sky, they have told me my wifi will be switched off on Thursday and will be switched on in my new home, 2 WEEKS LATER, what am i supposed to do until then as i cannot go 2 weeks without internet, i have work and school childrens homework online.

I have tried the online chat with nothing but a robot answer telling me to come here.

I can't phone as i cannot afford 2 hours credit on the phone and asking for a callback doesn't seem to work.

If i cannot get a response I'll have to leave sky

It takes 2 weeks to setup service at your new home, when did you tell Sky you were moving? If it was in the last few days then you have left it too late as you do need to tell them much earlier. This link explain the Home Move process in full https://www.sky.com/help/articles/moving-home-with-sky

Two weeks' notice
Moving date
New address, including postcode
Date to switch off Sky Broadband and/or Talk services at your current address (if applicable)

All connection are carried out by the network owner Openreach who provide these timescales. If you need broadband in the meantime then you need to look at a 4G dongle/wifi router to tide you over.

Threatening to move your services elsewhere won't get you connected any quicker, if you approach another provider it was still take 2 weeks or more.

Re: Moving house

TimmyBGood — Mon, 15 Nov 2021 18:04:02 GMT

@Enianollid wrote:

Im moving house on Friday and have informed sky, they have told me my wifi will be switched off on Thursday and will be switched on in my new home, 2 WEEKS LATER,

Unfortunately the standard lead-time for Openreach to activate service at a new address is ten working days from the day after the order is placed by the ISP, so including weekends that would be two weeks.

Re: Moving house

Enianollid — Mon, 15 Nov 2021 20:57:00 GMT

Can't i just plug my router into the new house and have it switched on?

Re: Moving house

GD1 — Mon, 15 Nov 2021 21:01:21 GMT

@Enianollid wrote:
Can't i just plug my router into the new house and have it switched on?

No, it really doesn't work like that, there has to be a physical connection at the exchange/cabinet to Sky's network. It doesn't just follow you .

Re: Moving house

Enianollid — Mon, 15 Nov 2021 21:40:49 GMT

If the hardware is already in place can't sky remotely switch it over?

Re: Moving house

GD1 — Mon, 15 Nov 2021 21:52:49 GMT

@Enianollid wrote:
If the hardware is already in place can't sky remotely switch it over?

No, it isn't that simple, Sky can't switch over remotely, there is work needed to be done as already explained in previous posts.

Re: Moving house

Enianollid — Mon, 15 Nov 2021 22:41:44 GMT

But they can remotely switch it off?

Re: Moving house

Skull+Treaty — Tue, 16 Nov 2021 07:51:08 GMT

@Enianollid wrote:
But they can remotely switch it off?

Yes.

Switching something that is already in place, off; is fairly easy and can be actioned remotely by Sky.

Putting something in place, isn't the same - there are other factors that are not with Sky. Those include work carried out by Openreach

Re: Moving house

Enianollid — Tue, 16 Nov 2021 10:04:38 GMT

The stuff is already in place at the property

Re: Moving house

cookiemonsteruk — Tue, 16 Nov 2021 10:13:18 GMT

@Enianollid

Are you moving to ultrafast full fibre fttp or superfast fttc.? Do you know if virgin media was installed in the new property.

Even if the equipment is available at the property openreach would need to go to the cabinet to activate the new line. The length of time would be due to workload

Re: Moving house

Enianollid — Tue, 16 Nov 2021 10:21:05 GMT

I have superfast, same as the people currently in the new property, all they need to do is switch the accounts, hardly a 2 week wait, I'd say it's more an issue of 'gimme more money for something that doesn't really need done'

Re: Moving house

daveNOS — Tue, 16 Nov 2021 10:21:28 GMT

@Enianollid It doesn't matter if the equipment is in place at the property it will still take a minimum of 10 working days feom the date of order to be activated, this is a requirement put in place by OfCom to stop the malicious disconnection of services, the 10 working days allows customer to be informed somone has requested a new service/line transfer at the property and stop if it necessery.

Re: Moving house

cookiemonsteruk — Tue, 16 Nov 2021 10:23:47 GMT

@Enianollid

Can you enter the full postal address of the new property below and post the full table including the notes at the bottom

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Re: Moving house

Enianollid — Tue, 16 Nov 2021 10:26:51 GMT

Will i continue to be charged for the 12 days of no connection?

Re: Moving house

jamesn123 — Tue, 16 Nov 2021 10:40:22 GMT

@Enianollid wrote:

The stuff is already in place at the property

Yes but it requires an Openreach engineer to go and physically connect cables at the Exchange/Cabinet to make your line route through Sky's infrastructure.

I'm guessing you didnt give Sky enough notice on the house move? This lead times have always been the case and I suggest you look at a 4G alternative to tie you over until the broadband gets activated.

Re: Moving house

Enianollid — Tue, 16 Nov 2021 13:43:27 GMT

Will i continue to be charged for the 12 days of no connection?

Re: Moving house

jamesn123 — Tue, 16 Nov 2021 13:48:51 GMT

@Enianollid

Your billing should not start until the service is active. If it does you can claim this back after the billing period has ended.

You will also be entitled £5.04 per day until it is activated under the auto compensation scheme

Re: Moving house

TimmyBGood — Tue, 16 Nov 2021 14:47:29 GMT

@jamesn123 wrote:

@Enianollid

You will also be entitled £5.04 per day until it is activated under the auto compensation scheme

Only if the scheduled activation date is missed, though, not for the time waiting for that date to arrive.