Moving

[Sylwia8282]

Hi, I need help with several issues regarding my Sky account following my move. Firstly, my broadband at my old address has already been disconnected. The Service Checker now shows “Your broadband isn’t with us” and the internet no longer works there. However, I have still been billed £37 for the period 9 September 2026 to 8 October 2026, and Sky has already attempted to take this payment from my bank account. I do not agree to pay for a full month of broadband when the service has already been disconnected. Please confirm the exact date the service ended and issue a corrected final bill for only the amount genuinely due up to that date. Secondly, at my new address I currently have nowhere to connect the Sky broadband equipment, so I cannot use the service here. I need to know what my options are and what happens with my broadband account now. Thirdly, there is also a problem with a Sky parcel. It was marked as delivered, but I never received it. I have checked and the parcel is not here, so it appears it may have been stolen after delivery. Please check exactly what was sent in that parcel and advise what happens next, as I cannot return or use equipment that I never received. Please deal with all three issues together and confirm in writing: the date my old broadband service ended, the corrected/final amount I actually owe, what happens with the broadband at my new address, and what Sky will do about the missing/stolen parcel. Please also make sure that no late-payment charge or missed-payment marker is added while these issues are being investigated.

[Angel_Aka]

@Sylwia8282 

You are not contacting Sky by posting on a public forum.

In order to get appropriate help you need to call Sky for further investigation. 

[GD1]

@Sylwia8282  Sky bill for the month ahead if your broadband is disconnected mid month than any overpayment is refunded, witholding payment beleiving it is wrong is the worse thing to do and will only cause you further issues, simply pay what Sky says you owe then any overpayment will be refunded to you.

Have you been provided a go live date for your new address, when you booked the home move the lead time is normally 10 working days.  

No one here can check what was sent as you're only posting to other customers not Sky customer services.  No one here can or will deal with your billing related issues either.

We can neither give you written confirmation of the end date of your previous service or tell you when it ended, that would have been sent to you by email when you did the home move.