Major issues creating account

Anersus — Wed, 15 Jul 2026 18:53:04 GMT

Hi,

Been helping my mum with her new broadband sign ups and encountering major issues.

Attempt one: signed up with correct address but believe when she went to confirm it removed the flat number. City fibre could not install as there was an address mismatch.

Attempt 2: after numerous calls that took 3 hours, this was cancelled and told to wait 24 hours. On the new sign up, there was confusion with the address but it was too late. The agent told us the post code they put it under, which was the last two letters mixed up and put us through to the cancellation team. When this agent was trying to cancel they needed the post code, but kept stating the system is saying the post code we provided was incorrect. They suggested we try signing into the sky account using the email address however it said account not found.

Attempt 3: Before being transferred to the cancellation team on attempt two, a new account was created with the correct details, however on the confirmation emails no addresses were stated.

We feel we are in a deadlock as the cancellation agent stated attempt 1 and 3 were cancelled but not attempt 2 as despite being told the post code mix up just before we were transferred, the cancellation agent couldn't cancel. We now cannot go to another provider as there is another order open with sky still.

Will admit some of the issues came from our side, however phone calls to the numbers we have tried are getting nowhere and causing a lot of frustration. Does anyone had any advice on where to go next?

Re: Major issues creating account

Anersus — Wed, 15 Jul 2026 19:33:32 GMT

For anyone reading - she made one last attempt at a phone call, got through to a guy called Nick who is getting everything sorted without her being passed around.

Would say this has been resolved.

topic Re: Major issues creating account in Broadband

Major issues creating account

Re: Major issues creating account