Home move issue

[Danny2112]

Evening all.

I am after some help from anyone that has had a similar experience.

I have been with Sky for the best part of 14 years and I have always felt like the service was good. I have also moved twice with them previously with no issues.

Right now I am currently in my new property without internet and without any timeline as to when my internet might be ready due to a glitch and no one. can elaborate on this.

I booked in a house move with the correct notice with no issues but before the switch over, my move date changed. I phoned SKy and cancelled as I did t have a new date. The person carrying out this cancellation said he wasn't allowing him to cancel so he raised a CRF and it would all be done.

Two weeks later I get my moving date so I phone sky to arrange my switch over and I am told there is a glitch that won't allow it. After multiple phone calls and conversations with the home move team, cancellation team and technical team, no one has any answers or an estimated switch date. I have been told another CRF has been raised to fix and the date that this would be corrected has now gone passed.

I am furious with Sky and the inability to share any more information. 

I won't get onto the poor standards of customer service during this period.

 Please can you let me know that there will be light at the end of the tunnnel.

[Chrisee]

@Danny2112 these mix ups can happen when dates are moved. The home move raises two orders with Openreach who do the work. The first is to remove the service from your old address and a second to provide a service at your new address. Both orders  require amending correctly and being acknowledged and on occasions the communication gets messed up which means a new pair of orders cannot be raised until the old orders have fully cleared the system.

This isnt common but we have seen similar issues reported in the forum. I know it looks like Sky are inefficent but these mess ups can hit any ISP using Openreach whose systems are not user friendly. You do appear to be in contact with the right team at Sky but the manual task to get the mess sorted does take time. You can complain using these links How to make a Sky complaint | Sky Help | Sky.com.