topic Moving home in Sky Q

Moving home

KR05 — Fri, 15 Mar 2024 21:35:31 GMT

I've booked a home move but the engineer visit address is wrong. They have them coming to my old address and not the new one.

is this normal? Or will it have to be changed?

Re: Moving home

oldfella — Fri, 15 Mar 2024 21:38:20 GMT

@KR05 wrote:

I've booked a home move but the engineer visit address is wrong. They have them coming to my old address and not the new one.

is this normal? Or will it have to be changed?

Hi @KR05

Afraid you are not contacting Sky directly here as this is a customer forum.
If you need to contact them you need to persevere by phone.
To contact Sky
Select Need more help
at the bottom of the following link and this will lead to a phone contact.
Ignore all automated messages and wait for an agent
https://www.sky.com/help/home

Re: Moving home

Sazzle65 — Fri, 24 May 2024 21:34:10 GMT

I've got the same issue. The engineer is booked for 1st June but to my old address?? Plus I've been charged for next months broadband when I cancelled it.
do sky have an email address?

regards

sazzle

Re: Moving home

PandJ2020 — Fri, 24 May 2024 21:38:41 GMT

@Sazzle65 wrote:
I've got the same issue. The engineer is booked for 1st June but to my old address?? Plus I've been charged for next months broadband when I cancelled it.
do sky have an email address?
regards
sazzle

Sky do not use email for routine contact. You'll have to call.

in advance charging often produces a bill past cessation date - the following bill generates a credit.

Re: Moving home

mackenzie232 — Mon, 24 Mar 2025 17:28:31 GMT

I had this issue and called Sky who assured me the engineers would be at my new address.

It sounded like she was used to this type of call as she knew immediately what I was talking about, and even read the new address out for me - so maybe it's a system thing.

It's still showing as my old address on the home move tracker so I'm going to have to trust that it'll be fine.

Re: Moving home

mackenzie232 — Tue, 25 Mar 2025 16:17:08 GMT

I spoke too soon. Today I received a text informing me that my Home Move has been cancelled as the address on file is my old address.

I spent ages on the phone with Sky who were lovely and very helpful but I'm not 100% reassured.

It also meant my date was pushed back. I had booked it in plenty of time, to ensure i had working broadband from day one in my new home - but that's not going to happen now. This has been a huge inconvenience from beginning to end (it's not even over yet). I don't actually know if this is down to Sky or Openreach so I don't know who to blame but - it's very poor service.