Having a nightmare trying to set up a sky broadband account

[StuartT50]

I'm about to move into a new house next week and I've been trying to get Sky to provide the broadband. But half way through the process I get an email to say there is a problem and I need to call them.

But when I call I get "we can't match the phone you are calling from to a Sky account" - well of course you can't! Because you haven't set my account up yet!

Why do they make this a barrier to calling them?

So I go online and try their online chat, but they tell me the setup has been cancelled due to a 'third party' rejecting it. When I ask which third party they tell me "your current provider"

But I don't have a current provider - that's why I am trying to get Sky to be my provider!

They tell me they can't help me and I need to talk to the technical team. So I phone that number.. guess what? 

"we can't match the phone you are calling from to a Sky account"

AAgghhhhhh!!!!

I am trying to spend money with these people?! What's the matter with them? Don't they want my custom? What kind of a company treats people like that?

Do you have any suggestions? This is driving me crazy!

[mormegil]

Are you using the mobile number that is linked to your account when your try and call?

if the current provider in the property you are moving to is cancelling your order then it means the current occupant could be blocking the order through spite, ignorance or by not paying their bill before leaving 

if they have already placed an order to cease their services ready for moving out it will prevent you from placing an order until their service is gone

[StuartT50]

Thanks for replying.

I am using the only phone number I have. It's the number I gave when I tried to set up the account a few days ago. I got a confirmation email from Sky and an account number. My bank balance even shows a charge from Sky.

So I am not sure why they don't have my phone number associated with the account.

[mormegil]

If you log into sky.com and go to the information section you can see the number that is registered for the contact details and that is the number to use on a call to sky 

[StuartT50]

Yes, I logged into my Sky account and under my username I clicked "My details" but I get only a blank page.

[StuartT50]

and when I click "my orders" I get this! (but they won't let me contact them to ask about the order!)

[mormegil]

The department that deals with problem orders not open until 8:30 tomorrow morning, if you call you should be routed direct to the order recovery team if you use the contact details listed in the account

[StuartT50]

Thanks. And do you know what the number is for the right team to help me? Does it end 727?

[StuartT50]

because that is the number I already called and it said it didn't recongise my phone number!

[mormegil]

We can't post numbers on here but there should be a note in the online account with the contact number included

[StuartT50]

There is no sign of a phone number on the sky website. Where do you mean?

[caesarome]

@StuartT50 

Under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:

https://www.sky.com/help/home

Try saying nothing when spoken to by the bot.

[StuartT50]

thanks I have tried that one and I get the same error "we can't link the phone number to an account"

All Sky phone numbers seem to want to match up your phone number to an account! Why can I not just provide an account number (which I do have!)

[mormegil]

It to try and get you through the automated security, if you stay silent it should then bypass it I believe

when I call it doesn't event recognise my voice let alone my contact details

[StuartT50]

right. Ok. Thanks. I'll try tomorrow