I contacted Sky on the 7th August 2024 to arrange moving my Broadband and TV service to my new home. Which I thought would be an easy and straightforward process. My experience has proved otherwise.
The home move order was taken by the advisor who was helpful. After receiving a flurry of automatic emails, I received another email stating the home move order was cancelled. I spoke to Sky again and was told this had been passed to their "Back Office" and I would be contacted the following day. I received an automatic email and some texts saying the matter was being investigated and I would be contact again on the 19th Aug. This did not happen; no one from Sky contacted me. I phoned Sky on the 21st August. The agent told me then that the home move order had been fully cancelled (including my TV Service order) due to an Openreach system issued and that no one from Sky had picked up my case. The conversation with the agent was very robotic and scripted. Excuses and hollow apologies were given, with no appreciation of the impact this will have on me. The only action offered was to re-order the home move. We proceeded to go through the whole process again to move my Broadband and TV services. Within seconds, I received automatic Sky emails, with the last email advising the order was again cancelled. The advisor advised she would pass this to the Sky “Back Office” team to resolve the issue with Openreach. Eventually the agent managed to process the order to move just the TV Service, but a further two weeks later than the original date. No offer was made to expedite the automatic system generated date, even when I requested this and suggested it was the least that could be offered given the negligence and very poor level of service. At this point I raised a customer complaint. The agent advised someone would contact me within 24 hours.
Today I was contacted by a Home Move complaints team advisor. Finally, Sky made good a promise. Further apologies were made on behalf of Sky acknowledging they had not taken the appropriate action and that the communications were not as they should be. Assurances were made that the issue regarding moving my Broadband service is now being dealt with by Sky “Back office”, who had raised the matter with Openreach. However, there is a 3 working day lead time (with no way to expedite) and I would not get a further update until the 28th August, which is the day after I move into my new home. I did explain that I work from home and will incur time and cost travelling to an office. I also requested Sky provide a 5G/4G Dongle (available on the Sky website) as a temporary solution, but was advised this is not something offered.
The agent did offer to try to move the move date for the TV Service. But with no guarantees.
I have no idea when I will have a Broadband service.
I have been a very loyal Sky customer for over 20+ years. It is very obvious that the level of service has progressively got worse since Comcast acquired Sky. Sky no longer care or properly reward their loyal customers. I am seriously considering continuing as a Sky TV, Broadband and mobile customer.
