topic Re: Home move gone completely wrong in Account & Billing

Home move gone completely wrong

Jellypig — Wed, 20 May 2026 10:02:52 GMT

On 18th May, I used Sky's online chat to book my home move as the app would not do this for me.

During the chat, I confirmed that I would be moving out of my current property on 28th May and would need my Sky service activated at the new property on 29th May. They confirmed this booking and offered to upgrade my broadband to a better broadband when I move for less money. This sounded great so I accepted.

The following morning (19th May) I woke up to no broadband service. I tried re-booting the router, followed all the online steps, but nothing worked.

I called Sky last night to be told that the broadband at my current property has been cancelled because of the new broadband package. They also said they could not turn my broadband back on. So, I am now left for 10 days without any broadband.

We heavily depend on the broadband, as we live in the countryside with little/no mobile signal-so have to use WiFi calling.

Both myself and husband work from home and need the broadband for video meetings and are now having to go into a town to work.

Our kids school will not be able to get hold of us if we are at home because we have no signal or WiFi.

The only resolution Sky has offered is a unlimited mobile data SIM card which I explained will not work because of where we live. They said, when they checked the coverage, it should be 'very good', but our network provider also said this and it's terrible.

Does anyone know why Sky can't switch my broadband back on at my current address or any other alternatives we can use please?

Re: Home move gone completely wrong

Daniel0210 — Wed, 20 May 2026 10:07:22 GMT

@Jellypig

It's not a simple process of Openreach flicking a switch and the service returns. The lead in time would be the same as for the broadband at the new address, about 10 working days.

Also remember Sky broadband is a domestic set up so although customers can use it whilst working from home they don't receive any additional or quicker help.

Re: Home move gone completely wrong

Jellypig — Wed, 20 May 2026 10:27:08 GMT

Hi Daniel,

Thanks for your reply and it looks as though I am going to be without broadband for the next 10 days now.

As a result, I am now seriously considering leaving Sky.
The customer services officer this morning kept trying to blame me for accepting a better package, even though I had only wanted to sort out my home move.
Had I have realised that my services would have been disconnected as a result, which has never previously happened with any of my home moves with Sky (I did one last year), then I never would have agreed to it.