Trying to move home but says not primary account holder

[esther_rubin]

Trying to move home but says not primary account holder when I 100% am. can someone help escalate this for me without having to be on the phone, on hold, for hours. Thanks.

[Chrisee]

@esther_rubin sorry that isnt going to work unfortunately as the team we escalate to canot arrange home moves it has to be done over the phone if the online site isnt playing ball. 

[esther_rubin]

Thank you. What's the lead time for booking a home move, do you know

[cookiemonsteruk]

@esther_rubin 

Ideally 12 days as thats the turn round openreach have at the minute

[esther_rubin]

thank you! what's the bets number to call plz

[cookiemonsteruk]

@esther_rubin 

Contact sky on 150 from your sky landline or

Follow the link and choose need more help

https://www.sky.com/help/home/

If in the Republic of Ireland go to the bottom of the page and change the flag to Republic of Ireland

[cookiemonsteruk]

@esther_rubin 

If asked is this about mobile say no

When asked do you want to receive an sms say no

They will send an sms and ask if you want to hang up and follow the link say no

Whem asked about the nature of the call say home move

Those were the instructions last time i called

[esther_rubin]

Guys, I got this email from Sky:

Your replacement box is on its way and will be with you within the next couple of working days. Our courier will be in touch to confirm the date and time of your delivery."

When i booked the home move, they didn't mention anything about a new skyQ box. is this relevant or can i take the old one to my new home? 

[jamesn123]

@esther_rubin 

You should always take all equipment with you as if Sky ask you to return any of it in the future and you dont have it then you will be liable for charges.