topic Re: Home move in Broadband

Home move

whiteonline — Sun, 05 Oct 2025 22:15:20 GMT

Just wondered if someone can help before I try and get Sky on the phone.

I've put in a home move request for Sky Q and Broadband, I've put my move date as Saturday 18th October and Broadband installation for Tuesday 21st October, it says the hub will be sent 3 days before, assuming that is 3 working days then it will probably be the Thursday/Friday before, I'm assuming that the hub will go to my old address rather than the address I'm moving to?

Reason I ask, is that I'm not at my old address (the address Sky have got) and haven't been there for 5 months, I'm in temporary accommodation but Sky told me to keep it as it was until I had my permanent address, to make this easier.

Do I need to spend ages getting hold of Sky and explaining my situation, and asking them to send the hub to where I am currently?

I just had such an issue sending my old hub back a few months ago, when I cancelled, trying to explain I wasn't at the address they had for me (I had to move very quickly)

So this is why I'm reluctant, and need to known if there's an easier way.

Thanks

Re: Home move

JimM1 — Sun, 05 Oct 2025 22:38:34 GMT

@whiteonline Your post is confusing, if you are cancelled with sky then how can you home move as you have no open account with sky?

Re: Home move

whiteonline — Sun, 05 Oct 2025 22:45:53 GMT

@JimM1 I cancelled broadband as it wasn't needed and was out of contact. Kept Sky Q on a reduced package as I could still use some of it.

Re: Home move

JimM1 — Sun, 05 Oct 2025 22:51:41 GMT

@whiteonline The home move should therefore take care off what you have for the Address you requested the service too, and your Sky hub and Broadband install would be at that address. The home move you can track everything via your account, and the home move link!

Re: Home move

whiteonline — Mon, 06 Oct 2025 06:52:47 GMT

@JimM1 that doesn't answer where the hub gets sent to, they surely won't send the hub to tje new address, because 3 working days before install, I wouldn't ne living there so couldn't take receipt of it.

Re: Home move

Chrisee — Mon, 06 Oct 2025 06:59:10 GMT

@whiteonline Sky only dispatch hubs to the address the service is to be used at. They are sent by post if nobody can receive the package the postman should leaveca cardcexplaining where you can go to pick up the package.

Re: Home move

Daniel0210 — Mon, 06 Oct 2025 07:01:40 GMT

@whiteonline wrote:

they surely won't send the hub to tje new address, because 3 working days before install, I wouldn't ne living there so couldn't take receipt of it.

@whiteonline

The records may not show you're not currently residing there. Hubs are normally dispatched via Royal Mail to arrive a few days prior to the activation date (my sons was 5 days just before Christmas last year).

Once sent out you can usually track its progress. The postie will usually leave it hidden if no one is in. The tracking should tell you where it was left (and possibly a photo) and any card left through the letterbox will show some information on it too.

Re: Home move

whiteonline — Mon, 06 Oct 2025 07:06:40 GMT

@Daniel0210

Re: Home move

whiteonline — Mon, 06 Oct 2025 07:07:34 GMT

@Chrisee that's great, as long as it doesn't go to old address, that will be fine. Thank you.

Re: Home move

whiteonline — Thu, 16 Oct 2025 13:52:46 GMT

Hi @Chrisee, I now have notification from Sky that the hub has been despatched, but looking at the orders screen, it's got my old address, tried to track it and can't get any further info at the moment. But doesn't look like it's going to new address, you said Sky only deflivto the address it's being fitted at?Screenshot_20251016_144852_MySky.jpg

Re: Home move

whiteonline — Thu, 16 Oct 2025 15:26:33 GMT

@Chrisee update, I have now received details to look at the tracking, and when confirming the postcode, I put my old one in, and it didn't work, so put my new one in and all was good, was able to select a safe space. Sky must have the old address as default until services in the new address has gone live, but it does make it confusing.