topic Re: Sky Broadband Activation in Account & Billing

Sky Broadband Activation

MindePinde — Tue, 13 Aug 2024 15:11:52 GMT

I'm moving into a flat on the 10th of September, and I used the company Just Move In services to set up my WiFi and Utilities. Sky sent me the router and I had to direct it to a family friend's address, which arrived 9th of August.

Today I received an email stating that:

Your Sky Broadband and Sky Talk will be activated on:

13/08/2024 any time up until midnight

However, I'm not even in UK at the moment and I won't be until the 8th of September, so I don't see why it's being activated as I told the company my move-in date is the 10th of September.

I have no way of contacting Sky as my UK phone number just says "You don't have access to this service" once I try calling them.
I cannot find any other way of contacting Sky to tell them about my situation. Sky Community is the only place I found where I could seek help.

Are there any other ways I could contact Sky without using my phone? Because I should not be paying for these services when:
1. I'm not in UK
2. I don't even have a place to set it up at the moment.

Re: Sky Broadband Activation

caesarome — Tue, 13 Aug 2024 16:51:18 GMT

Sky will have given you the earliest date possible for the activation so if you didn't want this then you have placed the order to early so all you can do now is to see if you can contact them via social media as there are links at the bottom of this page for you to do this.

Re: Sky Broadband Activation

Mark39 — Tue, 13 Aug 2024 16:56:04 GMT

@MindePinde the broadband activation date is determined by Openreach, not Sky. I suspect you'll have to cancel your order and start again if the date's too soon

Re: Sky Broadband Activation

TimmyBGood — Tue, 13 Aug 2024 18:55:46 GMT

@MindePinde

As you've chosen to use a third party to place the broadband order for you then I'd think it's somewhat difficult to know where complications have arisen.

Re: Sky Broadband Activation

MindePinde — Tue, 13 Aug 2024 21:08:25 GMT

I rented a flat via the OpenRent website.
Once I went through the renting process, I had the option of getting free service from the company 'Just Move In' to help me set up my Utilities and Council Tax for the flat. I've let them know that I'll be moving on the 10th of September and asked them to send me the router around that time.

I paid £5 to get a router sent and I used my family friend's address as I am not in the UK and the flat is not free to move in till the 6th of September.
4 days ago I received an email saying that it had been delivered, and now I got an email saying that it's going to be activated today. I assumed that I could activate it myself once I moved in and set up the router.

When I go to my Sky account, there is no information about my payments or my plans.
Additionally, when I click the link to see information about my payments sent by Sky to my email, it directs me to Sky website and gives me the message "This page is restricted".

Re: Sky Broadband Activation

martswain — Wed, 14 Aug 2024 06:16:39 GMT

If there is already broadband at the property then your order may have generated a "sorry to hear you are leaving" communication out of the blue to the current users who may then contact their ISP and get your order rejected as they still require the service.

As for utilities, you need an account with the incumbent provider(s) to be set up before you can consider a switch.

If all the orders were by the third party then that's where you need to go to complain.

Re: Sky Broadband Activation

TimmyBGood — Wed, 14 Aug 2024 08:13:27 GMT

@MindePinde wrote:

I assumed that I could activate it myself once I moved in and set up the router.

No, that's not how broadband from any Openreach ISP works. 'Activation' is the date on which internet service starts and billing commences: it's independent of the customer end hardware and cannot be delayed by leaving the router disconnected. All the facts suggest the order was placed for a start date of August 13th.

Re: Sky Broadband Activation

Mark39 — Wed, 14 Aug 2024 08:09:18 GMT

@MindePinde wrote:

I assumed that I could activate it myself once I moved in and set up the router.

When I go to my Sky account, there is no information about my payments or my plans.
Additionally, when I click the link to see information about my payments sent by Sky to my email, it directs me to Sky website and gives me the message "This page is restricted".

That's an incorrect assumption I'm afraid. Activation takes place on the day the service is switched to you by Openreach. To achieve a later date, whoever placed the order with Sky would have had to specify it at the time the order was placed.

Regarding pay,emt details etc first log out from your Sky account then try the link in the email.