topic Re: Home Move in Broadband

Home Move

KyliePage — Thu, 19 Feb 2026 14:18:22 GMT

I went online and requested a home move on the 8th Feb. We recieved a message to say that there was a problem with the order and to call sky. During the phone call we were told that the order had been cancelled as a result of the current owners. We asked for it to be re-instated as we were due to take ownership shortly, was put through to a supervisor who then cut us off.

Now online when we try to check the status of our move it says to expect a "return equipment" package or directs us to a linnk that no longer works and prvides nothing about moving our account/broadband to the new address.

Rather than waste any more time on the phone has anyone else experienced simiar issues and provide advise on how to fix it?!

Re: Home Move

JimM1 — Thu, 19 Feb 2026 14:23:25 GMT

@KyliePage Yes, you need to call again and do it all from start to finish as you cannot just jump in and take over a line with a home move once the previous ISP has declined it for whatever reason! If the manage home move is not working call sky, it may have all been cancelled!

Moving Home | Sky Help | Sky.com | Sky Help | Sky.com

Re: Home Move

KyliePage — Thu, 19 Feb 2026 14:23:39 GMT

The house is unoccupied with no current ISP in place.

Re: Home Move

KyliePage — Thu, 19 Feb 2026 14:23:45 GMT

Jim - I find your message incredibly rude and your exclamation marks unnecessary. You've clearly misunderstood the message. We are not 'jumping in'. Get a grip hun

Re: Home Move

JimM1 — Thu, 19 Feb 2026 14:25:58 GMT

@KyliePage Ok leave you all alone deal with it all as you need... No exclamation marks....

Re: Home Move

GD1 — Thu, 19 Feb 2026 14:27:57 GMT

@KyliePage It's possible the current owners have not cancelled their services at your new address, are you able to contact them to ask them?

Re: Home Move

KyliePage — Thu, 19 Feb 2026 14:29:57 GMT

Thanks for your reply- I'll message and find that out now. It was a rental and has been unoccupied for 8 months. We've bought it, so I assumed there would be no outstanding services