Advice on an error made by Sky

[Jo1003]

I’m looking for some advice on what to do next.

We are moving house in 4 weeks, and we have arranged this with Sky. As part of this they have sent a broadband conversion kit.

The tracking info on the sky website confirmed this would be sent to our current address (which is correct as we will be here for 4 more weeks). However Sky sent it to our future address in error. So we do not have it, and can prove from their own tracking info this was Skys error. I have contacted the home move team and the complaints department who have been dishonest by in one sentence stating “I want to assure you that we are committed to helping you resolve this issue” and in very next sentence contradicting themselves by stating “as the broadband kit has already been sent, we are unable to send a replacement to your current address”.

Has anyone else had the issue where Sky has refused to correct their own error?

[jamesn123]

@Jo1003 

The 'broadband conversion kit' is simply an ethernet cable so you can connect your Sky hub to a full fibre Openreach ONT instead of the telephone socket. To save the trouble you may as well just get one yourself for a few quid.

[Jo1003]

Jamesn123 - thank you that is so helpful. If only Sky had told me that, in just 2 sentences you have given me a solution that sky were unable to give in several phone calls and numerous emails.

[jamesn123]

@Jo1003 

It is beyond me why Sky call it a conversion kit when it is simply an ethernet cable. Even if they didnt want to change the name of it, a simple tooltip description of it in emails or the My Sky app would save a lot of bother.