Cant arrange change of home, as buyer has already put requested broadband line

[Emily52]

Hi All

Has anyone had the same issue or know how to sort it?

I have sold my house and ready to move to a new property. On getting confirmation of a completion date I logged in to Sky to arrange my change of address. The buyer of my home was doing the same and set up a change of address for their broadband. The buyer putting their request in before me meant SKY automatically set up a cancellation, and I am not able to do anything until this has gone through on the date of our completion.

The issue I  have is I need to arrange an engineer to fit a satalite dish to my new house as it doesent have one, but I am unable to do anything until after the move date because of the change of broadband.

I even contacted the buyer who contacted their broadband provider, and they said if they cancel their change of address and rebook it once I can make my changes would stop them being able to acess the broadband for another 7 days.

I cant beleive something as basic as changing address and moving my broadband and TV can be so complicated. I have been trying to sort it out for over a week with no luck, and I will be paying SKY for a product which I cant access.

Any advice or support would be much appreciated.

[TimmyBGood]

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@Emily52 wrote:

The issue I  have is I need to arrange an engineer to fit a satalite dish to my new house as it doesent have one, but I am unable to do anything until after the move date because of the change of broadband.

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Why would satellite dish installation require broadband?  Sky Q and Freesat both function for live television without an internet connection.

A main Q box does require online activation at the first address where it's installed: that can be done by the installer using a cellular hotspot.

[mormegil]

The joys of ofcom

you can only have one order in progress on a line at any one time 

openreach have no facility in place for moving home, they assume everyone will stay in the same house forever

you will need to contact sky's home move team so they can speak with their csi escalation team to see if they can remove the cease of your service if they current cancellation. Is due to complete before you move out