Home move went wrong

[Tony0884]

I have organized a home move for this week. Move has been delayed by two weeks. Got a message saying if changes are need to be made I would have to inform them within 48 hours. I rang and informed within 24 hours. Was led to believe everything had been canceled or postponed until the new move in date. Woke up this morning with no broadband or land line. No Netflix, on demand, discovery + or any other apps that I use. I watch most of my tv on demand. 
spent an hour on the phone this morning trying to resolve it to be told there is nothing than can be done apart from a reinstall. Which could take two weeks. They offered a £30 credit to buy a dongle. So the £30 covers a dongle, lost majority of things to watch on sky q, and compensation for the inconvenience caused by a fault in their side? I've done everything by the book on my side yet I'm the one left to go without a service which has just been fully paid for, for the next month. 
so basically I've paid £90 to able to watch live tv for the month and been told to go and spend another £30 on a broadband dongle because your 'moving home made easy' has went wrong. 
really not the service I was expecting from sky and I feel the answers I have been giving are unacceptable and frankly just not good enough. 
really not impressed at all. 

[caesarome · Accepted solution]

You can put in a complaint via here:

https://www.sky.com/help/articles/how-to-make-a-complaint

[Tony0884]

I have complained whilst on the phone and said i wasnt happy with the handling of the situation or the outcome as im still left out of pocket with a service i cant use but has been paid for. The £30 credit does not help whatsover towards the issue and does not cover what i am currently losing. 

[Mark39]

Broadband cancellations are carried out by Openreach. I imagine the cancellation process had already been initiated when you called, and consequently too late to stop.

Not sure what else you can do, as your complaint has already been dealt with.

[Tony0884]

Incorrect mark. I rang within the 48 hour period as advised. The tv move had been cancelled but not the broadband phone line. It's all there on their side and they cannot explain to me why the broadband didn't cancel as it is all there in the notes. No explanation, no refund, no service. Took my money and cancelled the service this morning and said it will be two weeks to get back online. They know it's their side that has went wrong so why should I be penalized for issues out of my control. I am a paying customer paying for a service which they have switched off, even they can't explain to me why the home broadband move hadn't cancelled. Funny how the open reach visit wasn't cancelled but they have managed to cancel the sky visit. They have also closed my case down as I have just been informed via email. Well done sky. 

[Mark39]

I'm sure you know best. From previous posts, I know that on occasion Sky have passed the message to Openreach to cancel the cancellation, but Openreach haven't done so, for some reason.

Two weeks is Openreach's normal lead time to commission a broadband service.

[MarkGoldsmith]

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@Tony0884 wrote:

Incorrect mark. I rang within the 48 hour period as advised. The tv move had been cancelled but not the broadband phone line. It's all there on their side and they cannot explain to me why the broadband didn't cancel as it is all there in the notes. No explanation, no refund, no service. Took my money and cancelled the service this morning and said it will be two weeks to get back online. They know it's their side that has went wrong so why should I be penalized for issues out of my control. I am a paying customer paying for a service which they have switched off, even they can't explain to me why the home broadband move hadn't cancelled. Funny how the open reach visit wasn't cancelled but they have managed to cancel the sky visit. They have also closed my case down as I have just been informed via email. Well done sky. 

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This just seems to strengthen the point made by @Mark39. That Sky processed the request as expected but Openreach didn't. Openreach do tend to have certain processes that have specific lead times on them so its quite possible that 48 hour minimum notification required is an Openreach thing due to the systems and process they have in place.

[Tony0884]

They were informed within 24 hours. That leaves another 24 to sort it out. They have taken the money for this months service, then cancelled my service and have not offered me a refund. Instead offered £30 credit and told me to buy a broadband dongle. The £30 doesn't cover what I am losing out on never mind a dongle. 

[Tony0884]

My tv has now gone off also. No channels at all through sky q box. Can't get through on phone. What is going like?

[TimmyBGood]

@Tony0884 

Booking a Home Move cannot affect live satellite reception (the signal still falls on the dish regardless)

I suppose it's conceivable that a Q subscription cancellation has been triggered: that would be a different process 

What message is the television set displaying?  'No signal' is different to ' No satellite signal'.

[Emma277]

OMG, I've had exactly the same happen to me today. My house move has been delayed too, we were meant to be moving on 1st August (tomorrow). I called them last week Friday 26th July, within the 48 hour time period asking them to cancel my move. I'd received a text from Sky saying that I had 48 hours to cancel the move if required, the text message arrived on the same day (Friday) that I was told that my move was delayed. After calling them well within the 48 hour period, I was told that it had been cancelled and then this morning I discovered that we had no broadband as the line has been disconnected. 

There are two of us living in the house who work from home on a full time basis, one of us needs a secure line for work and can't use a dongle!! I had to travel to an office 1.5 hours away to work and my sister had to take the day off work and has had to make other arrangements (staying at a friends house) for the next 2 weeks. 

I was also told that it could take up to 2 weeks to re-connect and advised to purchase a dongle, for which i will receive a small discount from my next bill. This simply is not good enough. We've followed the process and it has failed at Sky's end. We should be refunded all of our services for the next 2 weeks and paid compensation for the dongle purchase and any other expense as a result of the incompetance of Sky. We pay a premium for a good service - my Sky TV is also through the Broadband so we have the use of no Sky services at the moment, yet I'm still paying my bill! 

Sky will have recordings of our calls cancelling the home move service - I feel that the only way to resolve this is for everyone to make a formal complaint about the home move service. 1 in 3 house moves ends up being delayed, so I'm certain there are so many more of us who have experienced this and have not been properly compensated. 

[Tony0884]

Seems they have took my money for the month then took the broadband away which had been paid for. Even got a text message yesterday saying my line would be remotely activated some time that day. Sounds to me my new property has a ln active line now an I don't. I agree, it requires looking at as it is clearly not working. Leaving customers without services which they have paid for and offer basically nothing for the trouble or downtime. Then to expect you to be more out of pocket by buying a dongle. I am shocked and appalled at the way they have handled it. Moving made easy they say. For who?

[Mark39]

@Emma277 once your services are up and running at your new home, you might wish to contact Sky and ask for a pro rata refund of your monthly subscription for the period you were without a service.

Perhaps Sky will at some point review their 48 hours notice of a home move cancellation, as it appears increasingly that Openreach may not be able to accommodate it. 

[Emma277]

Thanks for the advice Mark. I'll definately be doing that. 

[Emma277]

Haha, moving made easy, what a joke. I hope you get sorted soon Tony.