Sky keep cancelling my order

[Glassdome]

I have now tried three times to order Sky Stream and Broadband.  Each time I get a date assigned for installation / delivery, then an email stating it has been cancelled.  I have a credit score of 999 and provided payment and all of the other details required.  It is so frustrating that this keeps happening as we need to get broadband installed asap.   For more background - we have just bought the property as a second  home / holiday home - but can't see why this would cause an issue.  Any advice would be great. 

[GD1]

@Glassdome  As Sky Stream & Broadband don't undergo a full credit check it may be some info held at the address is incorrect?

Are you on the electoral register?  Have you had Sky at the address before?

[Glassdome]

Hi thanks. We have provided the new addesss - purchased it as a holiday home on 19 October and so not on the local electoral roll yet.

our main house we have lived in for 12 months, but I also provide our prior address which we were in for 13 years.

how do I resolve this? As I've called in now 3 times and also placed three separate olrseea and we are now skipping on instal dates. 

It is a concern as we have an unblemished credit history. 

thanns in abdnave 

[GD1]

@Glassdome  I would call them.

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.

[Glassdome]

I've actually called in three times and they customer agent couldn't figure out what was wrong. They suggested that it's a technical issue affecting all new orders - not just me.  But surely more people would be commenting on this by now.  I'll try and call again tomorrow but it's starting to become very hard work to take out a contract. 

[Chrisee]

@Glassdome you need to talk to Sky as if the order was placed online it automatically places an order with Openreach who check the details but for some reason are rejecting it at thst point.

One quite common issue where its a home move or a new purchase like yours is the previous resident has not cancelled their broadband service. You can only have one service on a line hence why your order is being rejected until they cancel with their ISP.