topic Re: Order Cancelled for New Address in Account & Billing

Order Cancelled for New Address

McRandz — Sat, 24 Jan 2026 19:23:38 GMT

I am moving house on the 7th Feb. I was lucky to chat to a person (not the obt) who agreed to cancel my current package since my circumstances changed and won't be needing Sky TV. I have been with Sky for 15 years. All I needed was Broadband. Apparently, there is no equivalent Broadband available in my new address but was referred to the Moving Team who suprisingly offered me Broadband (Ultrafast). Everything was set up and engineer booked. The following day I got an email that "there is a problem" with the address and they had to cancel my order (engineer visit). They gave me a number to call HOWEVER, this only says "we could not match the account with the number you called on". Stuck.com. Any kind peeps who can advice please. TIA.

Re: Order Cancelled for New Address

caesarome — Sat, 24 Jan 2026 19:34:45 GMT

@McRandz wrote:

Any kind peeps who can advice please. TIA.

I would suggest doing as what you did when they cancelled your TV package and call Sky via the same number and hoepfully you can get through to someone that can help.

Re: Order Cancelled for New Address

McRandz — Sat, 24 Jan 2026 19:41:14 GMT

Thanks, appreciate the advice. However, my current issues are: (1) the numbers dont work and (2) for some reason, I can't directly message a rep unlike the first time. A bit frustrating.

Re: Order Cancelled for New Address

caesarome — Sat, 24 Jan 2026 19:45:04 GMT

@McRandz

If you go to the bottom of this page there are two contact options:

https://www.sky.com/help/page/ broadband-digital-hub

(Without the space).