We have just moved house. Weeks before we moved we informed Sky, stating our new address and our precise requirements. We told them we wanted to move our existing TV package (Q and two mini-boxes) across exactly as is. We also at that time said we wanted broadband. However, a short while after that we decided to cancel the broadband as the speeds attainable were so poor.
As soon as we received confirmation of the request, our existing TV package was simply terminated at our old address, two weeks before the move! We lost our two mini-boxes and all our apps. except Sky itself (i.e. Netflix, etc.). We spent around six hours in all on the phone to Sky to have our service reinstated, but they were unable to do so, claiming that the order had been processed and could not be reversed/changed!! They claimed that there must be a 'bug' because their checks told them that we still had full TV package access, which we did not. We find this staggeringly inept, and, frankly, don't believe it. Someone at Sky must have turned off our Q boxes and apps. on the wrong date but no-one there can seemingly do the reverse!
That has never been resolved but an engineer came yesterday to install a dish at our new house. He was unable to do so as he couldn't find a clear sky view in the required location with a stable mounting surface (not his fault, obviously). I have had to install a pole for the dish and we will have to get them back to do that.
However, we keep getting messages that our broadband is set to go live today, despite having told Sky at least ten times that the broadband order was cancelled! We have had a temporary broadband (Star Link, unfortunately) service installed while a fibre route is provided by a local area provider.
Can anyone advise how we can get Sky to listen to what we tell them, as, so far, this has been abysmal customer service. The entire change of address process has gone grossly wrong when it should have been so simple.
