If anyone can make sense of my current issue as following upwards of around 20 calls i'm none the wiser.
I contacted Sky the 28th of September to advise i was moving home and would like to transfer my sky tv and broadband and arrange multi room. I was offered the opportunity to purchase a sky glass. I confirmed that i would have 2 living area's so i would as i was due to purchase another tv anyway. They advised sky glass could be in one room and my regular service in another.
I was advised that in order to purchase a Sky Glass i would need to await delivery of the device in my old property and then arrange the home move as this couldnt be done together
The sky glass was delivered to my old property on the 4th of october.
I contacted Sky on the 5th of October to arrange the house move as advised. I was told i would have to activate the TV in order to initiate a house move. I advised that the TV was currently awaiting activation at the new property which currently didnt have internet. I was advised to 'plug' the tv in which would initiate the activation.
I contacted a further 8/9 times following this and continued to get today that i needed to activate the tv by plugging it in. This has been plugged in since initially asked
On the 28th of October i thought i had finally spoken to someone who was prepared to help me. He advised he would initiate the transfer of sky and broadband would be disconnected in my old property and commenced in my new property. He upsold a broadband package which he advised would be a better fit for my property (£7.50 additional) and charged me an activation charge. I signed the key facts and assumed this was arranged. He advised my tv package would naturally migrate over and i needed to contact following the 14th of November to change my address on the system.
The 14th of November came and there was no disconnection of broadband and no broadband in my new property. I contacted Sky again and was advised nothing had been completed and 'not to worry'. if im totally honest a further confusing contact. The advisor struggled to acknowledge what the concern was and advised he would book an open reach worker to attend my property on the 4th of December to activate broadband. Initially i was advised this was not required and it would get activated on the 14th of November. I was again upsold the same broadband package, which ive already signed up for and again charged for an activation of broadband fee.
I have also been required to sign key facts for a further time and been sent 'connection' wires for the 3rd time.
After being a customer for over 17 years ive never experienced service like this and the sheer confusion that has been called.
Following upwards of around 20 calls i continue to be told 'yes we will sort this' attempted home moves which never materialise, 3 activation packs have been sent out and being required to sign key facts twice for the same thing, im utterly shocked of the mess that has been created
Following 17 very successful years i'm saddened to say i am considering leaving due to the fact i have no further faith that i will be with service following the open reach worker 'attending'.
I believe im struggling to understand this process as really ive never experience service like this from sky.
Does this make sense to others. Is there light ?
