My new neighbour moved in and accidentally put my flat number as theirs. I don't want my subscriptio

[SofiaP]

My new neighbor accidentally put my flat number as theirs. They have chosen another internet provider who said they will be taking over soon. I didn't authorise this, can I please make sure I stay in contract and my Sky account remains active? Please advise, I have been on call waiting for over 40mins and it's my only day off. Also can you please apply NHS discount to my account?

[GD1 · Accepted solution]

@SofiaP  You'll need to call Sky to do this.   You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.

[Chrisee]

@SofiaP I have escalated your post to a Sky team who support the forum who should be able to sort the order issue for you. They will shortly invite you onto a chat session through the forum where a chat icon will appear. No idea about the NHS discount though but the chat agent might know how that is done.

[Lisa-P1987]

Thanks for escalating, our team cannot deal with unsolicited cease orders unfortunately. @SofiaP will need to persist with calling in as the team who deals with this are only available via phoning in. 

[SofiaP]

How is it when I select an option to upgrade I get someone on the phone within seconds and for your existing customers average waiting time starts above 40 minutes? Do you realise I have better things to do in my one day off than stay on a waiting line that took me 20minutes to actually get on, past the answering machine with very limited options that several times hung up on me saying my query could be answered online or texting me with a generic link. Absolutely terrible customer service.

[SofiaP]

All we can do to get some attention is Twitter sadly. Definitely got much more help here from other customers than yourselves. You have been really unhelpful with an otherwise easy to fix query.

[SofiaP]

Also what you are telling me is that someone can just cease my contract over the phone to some other company without my consent, whereas for me to get in touch with you to even access my account I need to give you my 12th and 14th letter of my password on top of all my details over the phone? Do you realise how illogical this is? How do you explain someone being able to terminate my contract without me even knowing? All you care about is getting new people on contracts but provide zero safety.

[Daniel0210]

@SofiaP 

Quieter wait times are normal first thing in the morning or mid evening but now you've been in the queue this long (which is an unusually long time) you may wish to persevere. 

[Daniel0210]

@SofiaP 

This is mainly a customer helps customer forum so you’re not talking to Sky Customer Services on here. There is no point having a go at fellow customers or the Messaging Team staff as it's been explained they can't deal with queries of this nature. 

[SofiaP]

Clearly I can't talk to Sky Customers services fullstop. Also I was addressing the Sky employee, not other customers. 

There is nothing wrong with being angry at terrible service, this is Sky's forum so clearly my comments are in context.

[GD1]

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@SofiaP wrote:

Clearly I can't talk to Sky Customers services fullstop. Also I was addressing the Sky employee, not other customers. 

There is nothing wrong with being angry at terrible service, this is Sky's forum so clearly my comments are in context.

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You'll need to persist in calling as the forum isn't able to help as advised.