Broadband and TV order keeps getting automatically cancelled

[jd10132112]

Hi all, wonder if someone can help please.

We moved into our new flat 10 days, ago and ever since I've been trying to set up Sky Broadband & Stream. I originally applied online, order seemed to go through fine but got an email a few minutes later saying it had been cancelled. Tried again and the same thing happened, then my partner tried and she got the cancellation email the next day. I called customer services and was told it looked like I'd cancelled it on my end (I hadn't) - she put the order through manually for me, but once again I got the cancellation email a few minutes later.

Couldn't get to the bottom of it after speaking to numerous people over the phone, so waited a few days (having updated my new address on all bank accounts) and tried again directly through the Sales team last Friday. It seemed to have gone through (with the hub actually being delivered today!), but lo and behold I then get the same cancellation emails this afternoon! 

At a loss for what to do. I know the renters that lived in the flat before us had Sky, and we are in central London so the services are definitely available. My credit score is good and addresses are updated on all bank accounts. I even called Equifax to ask if anything is up on their end, they said everything seems fine apart from the electoral register address not having been updated yet. But I've never had an issue subscribing to other broadband/TV providers when renting, even though my bank addresses and electoral roll address wouldn't have been updated at the time. We are now first time buyers, but I don't see why the address situation would be any different. 

Has anyone had this issue before? Is there a way to get the order manually approved, or at least to find out *exactly* what is causing the rejections so I can try to fix it? Thank you in advance!

[jd10132112]

This has happened a couple more times since my post above. No one on the phone can tell me what is going on -- any suggestions on what to do? BT is the only other option with broadband and TV at my address and it is significantly more expensive...

[Lisa-P1987]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Jp86]

If its any consolation OP I am having exactly the same problem as you.  Moved into our new build house last Sunday 30th March and have had my sky tv and broadband order instantly cancelled twice. I also assumed it was to do with not updating my address with my bank or something like that. 

On the third occasion I have ordered just the broadband separately and that seems to have held so far (fingers crossed) but i have tried doing a tv order for sky stream separately this morning and again that was instantly cancelled. Very bizarre and the robot on the contact number is impossible to deal with. All very frustrating!

[Jp86]

Further update :

Nope! Broadband had now also cancelled itself. Frustrating. If you do manage to get it sorted i'd appreciate knowing how you did it and what the issue was!

[Lisa-P1987]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[jd10132112]

Sorry to hear you're having the same issue! The sales rep I spoke to last Thursday suggested trying for Sky Q (instead of Sky Stream) + broadband. This hasn't been cancelled yet, and the broadband is due to get activated this Wednesday, so I'm more hopeful.

Unfortunately it is quite a bit more expensive than what I was being offered with Stream (£78 per month instead £63), although I would prefer Q to Stream, and it is still cheaper than other providers in my area. 

Did you make any progress with Stream?

[Be_tt_y]

Hi,

Did either of you manage to resolve this? We are having the exact same issue. I applied online, instantly cancelled. Then I spoke to an advisor to set it up, same thing. My partner has now tried and the broadband seems to be processing but the tv package was instantly cancelled. The previous owners of the property were with Sky so it can definitely be accessed here.

[MarkGoldsmith]

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@Be_tt_y wrote:

Hi,

Did either of you manage to resolve this? We are having the exact same issue. I applied online, instantly cancelled. Then I spoke to an advisor to set it up, same thing. My partner has now tried and the broadband seems to be processing but the tv package was instantly cancelled. The previous owners of the property were with Sky so it can definitely be accessed here.

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What TV package did you subscribe to?

[caesarome]

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@Be_tt_y wrote:

Did either of you manage to resolve this? We are having the exact same issue. I applied online, instantly cancelled.

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@Be_tt_y 

Was this for Sky Glass ?

[Be_tt_y]

It was a broadband and tv package, was the 'essential' streaming tv service

[MightyQuinn]

Hi @Be_tt_y   Depending on the type of broadband, have you checked that it is not just a case of no availability because the cabinet is full. Broadband Check.

[Be_tt_y]

Everything was definitely available, the advisor I spoke to also confirmed this. It just cancels itself almost immediately with no reason why

[MarkGoldsmith]

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@Be_tt_y wrote:

It was a broadband and tv package, was the 'essential' streaming tv service

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So was it Sky Stream or Sky Glass you ordered for the TV package? If Sky Glass then a cancelled order is usually due to failing the credit check for some reason.

[Be_tt_y]

It was Sky Stream