topic Re: Home move in Account & Billing

Home move

harrydc14 — Sun, 14 Dec 2025 18:45:32 GMT

Hi all,

I’m posting here because my home move has been completely mishandled and phone support has failed to resolve it.

• On 21 October I booked a home move via the Sky app for my move on 15 December, with an engineer visit scheduled for 16 December.
• Around mid-November, my broadband was suddenly disconnected at my current flat (isolated to my property only). This appears to have been done in error and a month early.
• I was told the 16 December engineer visit had to be cancelled to restore my current service, which I only agreed to on the basis it would be rebooked afterwards. It wasn’t.

What’s happened since:
• On 14 December, I called to confirm the engineer visit and was told there was no record of my home move.
• I spent nearly an hour on the phone, was passed between ~8 agents, and no one took ownership.
• I was told I’d be without internet until 30 December, but would still be charged.
• I was also told my package would change to one over £20 more per month for half the speed, then told to “ignore” the confirmation email.
• I was never asked for my new address, yet later realised they'd simply recorded this as my current address.
• I was transferred between departments until the phone lines closed, with no resolution.

I move tomorrow and have:
• No confirmed engineer appointment
• No clear install date
• No reassurance I won’t be charged while without service

This is despite booking the move nearly two months in advance!

What I’m asking for:
• A Sky rep/moderator to take ownership of this case
• Urgent confirmation of an engineer appointment
• Assurance I won’t be charged for any period without service
• Confirmation my existing package and price will be honoured

I’m extremely frustrated and just need someone competent to resolve this end-to-end.

Thanks in advance to any Sky staff who can help.

Re: Home move

Daniel0210 — Mon, 15 Dec 2025 10:54:30 GMT

@harrydc14
You aren’t contacting Sky here so you're unlikely to receive a response from them. This is a customer ▶️ customer discussion forum where we try to help other customers.

Re: Home move

PandJ2020 — Mon, 15 Dec 2025 11:35:41 GMT

@harrydc14 wrote:
Thanks in advance to any Sky staff who can help.

There's a very small chance Sky will pick it up from here. As already noted, this is primarily a customer-led help forum.

I'd be raising a complaint to at least set the ball rolling on that avenue, i.e. taking it to Ombudsman Services if necessary.

Unfortunately, if OpenReach have given the 30th then it's unlikely anything will be available earlier.

Re: Home move

MightyQuinn — Mon, 15 Dec 2025 11:44:56 GMT

@harrydc14 wrote:
What I’m asking for:
• A Sky rep/moderator to take ownership of this case
• Urgent confirmation of an engineer appointment
• Assurance I won’t be charged for any period without service
• Confirmation my existing package and price will be honoured

Hi @harrydc14 Please see Welcome below for information about this community.

Re: Home move

caesarome — Mon, 15 Dec 2025 13:07:51 GMT

@harrydc14

You can fill in this form to register a complaint:

https://www.sky.com/help/complaints

Re: Home move

Daniel0210 — Mon, 15 Dec 2025 13:11:58 GMT

@harrydc14

The one issue with making a complaint is Sky have up to 8 weeks to resolve it or issue a deadlock letter before you can escalate it further.