Moving Home

[BDew90]

I’m trying to confirm my home move, but Sky keeps failing the process due to “technical difficulties”. Every time I try to update my address, the system won’t complete it, and Sky support also can’t do it from their side.

The strange part is that I already have Sky Broadband active at my new address and my Sky Glass works fine — but my Sky account itself is still registered to my old address, and I’m unable to change it. Every attempt just errors out.

I’ve tried multiple times over several days, spoken to Sky, used online chat, and even had new broadband orders raised, but nothing has fixed the underlying issue. I’m stuck with a working service at the new address but an account that refuses to update, which is causing problems with managing my products.

Has anyone else had this issue, or is there a way to get this escalated properly so the address can be corrected?

[caesarome]

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@BDew90 wrote:

The strange part is that I already have Sky Broadband active at my new address and my Sky Glass works fine — but my Sky account itself is still registered to my old address, and I’m unable to change it. Every attempt just errors out.

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@BDew90 

Did you use Sky's home moving service to move TV and Sky Glass to your new home or did you cancel and sign up as a new customer ?

[BDew90]

No, I stayed a Sky customer throughout. I tried to use the Sky home‑moving service, but Sky couldn’t move my address on their system. Because of that, I had no choice but to order broadband to my new address separately. The broadband was posted to the new property and activated here, but Sky still can’t move my actual account address — that’s the issue.

[caesarome]

If you started a new account at your new address then as you have discovered your account can't be updated as you would need to setup a new ID as you will have a new account number.

[BDew90]

i dont have a new account number its all under the same account, i can see all bills and equpitment on teh same account. i just cant change the address Sky did this for me so that i could have broadband at my new address. 

[MarkGoldsmith]

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@BDew90 wrote:

i dont have a new account number its all under the same account, i can see all bills and equpitment on teh same account. i just cant change the address Sky did this for me so that i could have broadband at my new address. 

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It would appear that is where it has gone wrong though, as if you were moving from one address to another Sky should have arranged that as a home move which would have cancelled your broadband service at the old address and started it at the new address in a fairly seemless manner.

Based on what you have described it sounds like Sky have not initiated a home move for you but setup a separate broadband account/service at your new property, which certainly shouldn't be the correct procedure and likely why your account is now all messed up.

To be honest if the home move didn't work via the website, i don't see why the solution proposed by Sky was you ordering a new broadband service at your property as that would always create a new service and leave the service at your old property in place. Even if the Sky rep you spoke with was having issues sorting it on their system, they should have logged it internally and escalated it to a backoffice team to fix and get sorted for you.

I'd recommend raising an official complaint to Sky via the process here https://www.sky.com/help/articles/how-to-make-a-complaint, as it seems to me the problem has been caused by bad advice from the advisor you spoke with.