Already moved and want to update address

[BuffyPinkPars]

Hi

I have already moved -  but the Sky app did not show my Home Move since my last order (to previous address) - and now I need to update my address on the app. But it's not letting me do this without Booking a Home Move. My Sky broadband box is connected and I'm receiving WiFi so why won't it let me update my new address. 

[GD1]

@BuffyPinkPars  Did book a Home move before you moved?   Or did you just sign up as a new customer at your new address?

If the latter did you cancel service at your old address?

[BuffyPinkPars · Accepted solution]

I booked a Sky home move but the app did not update this. It read Order Booked but when I clicked on Check Your Order it read No orders are booked and my address therefore didn't update. I've raised a complaint. 

FWIW I've just been on the phone with SkyHomeMove and they've advised that it is the previous owner's WiFi connection I'm using. (I know it ends soon). I've had to re-book my SkyHomeMove and have a new activation date.