Shambolic.
When I placed this new order, because I'd previously been a customer some years ago the Sky website recognised my email and asked me to sign in. I then went ahead and placed the order at my current address. But:
So, it seems to me that your hub was delivered to your old address because that is the address on your account still, that is where the order is placed, however the installation address shows your new address.
I placed a broadand order following the order process on the Sky website. Sky confirmed the address for the broadband order, and credit checked me at this address. They then sent out the hub to an address where I was their customer 4 years ago. And it seems the inference is that this is my fault!
When you ordered this service you did it via your old account therefore you installation, billing and correspondence address is still your old address, while your new address is showing for Buy&Keep. This is why the hub was delivered to your old address. The order did not create a new account, it created the order on your inactive account.
In frustration I asked about cancelling the order completely:
Yes, you are still able to cancel, as the service is not active, but the hub has to be returned.
The hub has to be returned! The hub they haven't delivered to me!
Not really sure what to do now. Although I feel like cancelling I'm not sure it would be wise with go live in 3 days. I guess I now have to find time to drive to my old address and knock the door in hope.
Posted this for future reference in case anyone else has the issue. Moral of the story is do not order Sky with an old email address. Or maybe just don't order Sky at all.
Shambolic.
