moving home but " moving made easy " for sky vip is an utter farce

[RETIRED+BOB]

SKY, what an utter farce, the people buying our house applied to SKY to have it in our house, so SKY emailed us to say sorry that you are leaving. we are NOT leaving we want to transfer it to our new house.

SKY say sorry you cannot do that, and gave us a load of waffle as to why not.

AND the couple whose house we are buying cannot transfer SKY to their new house as we have already applied to transfer our service into their house

The solution from SKY we cancel our request to transfer our services to our new house, so the existing owners can transfer out, and our buyers cancel their request to have SKY in ours so we can transfer.

This has all been done, and as of today 22nd June ( and we advised SKY on the 6th ) SKY still have NO IDEA when we can have SKY tv, broadband and landline in our new house, all they CAN tell me it WILL NOT be by the time we move and my wife who WFH for a major building society will have to use her phone as a hot spot to log in her works computers on a secure banking network.

I cannot see her employer allowing that !!

So we have taken out a contract with Virgin through MSE and our 18 month contract for 213mb plus weekend calls will work out at just over £18. a month for the entire 18 month contract.

SKY still want £38.00 a month for broadband which as of this afternoon is 22.8mb and Virgin can install it 3 days after we move.

We are SKY vip customers with a dedicated phone number for "moving made easy ".

SKY you have made what should be a joyous process of moving nearer her family and grandchildren absolutely horrendous, you should be ashamed

[GD1]

@RETIRED+BOB  If you nwish to raise a complaint the forum isn't the place to do it as Sky won't respond.

This link explains how to complaint https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

You should also be aware that Sky Use the Openreach network, therefore timescales for home moves etc are set by Openreach.

VM can set things up much quicker as they have their own network and don't need to rely on an antiquated setup from former BT days.

[RETIRED+BOB]

it wasnt really about making a complaint, it was more about letting of steam, but thank you for that link, I know the man we are buying from actually got the email address of the CEO of SKY Europe, all he got was generic reply along the lines of thank you for your message

[TimmyBGood]

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@RETIRED+BOB wrote:

We are SKY vip customers with a dedicated phone number for "moving made easy ".

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Realistically that's more for television than broadband.  Switching broadband (and transferring between addresses) is a process defined and regulated by Ofcom, and shouldn't have ended up in the position you described.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/switchi... 

[simon194 · Accepted solution]

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@RETIRED+BOB wrote:

SKY, what an utter farce, the people buying our house applied to SKY to have it in our house, so SKY emailed us to say sorry that you are leaving. we are NOT leaving we want to transfer it to our new house.

SKY say sorry you cannot do that, and gave us a load of waffle as to why not.

AND the couple whose house we are buying cannot transfer SKY to their new house as we have already applied to transfer our service into their house

The solution from SKY we cancel our request to transfer our services to our new house, so the existing owners can transfer out, and our buyers cancel their request to have SKY in ours so we can transfer.

This has all been done, and as of today 22nd June ( and we advised SKY on the 6th ) SKY still have NO IDEA when we can have SKY tv, broadband and landline in our new house, all they CAN tell me it WILL NOT be by the time we move and my wife who WFH for a major building society will have to use her phone as a hot spot to log in her works computers on a secure banking network.

I cannot see her employer allowing that !!

So we have taken out a contract with Virgin through MSE and our 18 month contract for 213mb plus weekend calls will work out at just over £18. a month for the entire 18 month contract.

SKY still want £38.00 a month for broadband which as of this afternoon is 22.8mb and Virgin can install it 3 days after we move.

We are SKY vip customers with a dedicated phone number for "moving made easy ".

SKY you have made what should be a joyous process of moving nearer her family and grandchildren absolutely horrendous, you should be ashamed

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It looks like like your buyer's broadband order has jumped the gun which automatically puts a cease on your line, hence the email you got from Sky. That then deadlocks everything further up because ceased lines can't be transferred. The only way out is for everyone to cancel their orders which Sky suggested. The only problem is that a line tagged as ceased can take up to 3 weeks before the tag is removed so another order can't be placed before then.

Unfortunately it just the way Openreach's provisioning system works.

[JoanneSoward]

I'm so pleased to read I'm not the only one! In May I told them I was moving house in July. My contract is up so I cancelled TV but want to transfer my broadband. For some reason their system cancelled it and no-one can override it. I need broadband as I work from home so have had to start all over again as a new customer. They've put my moving date down incorrectly (later than I asked for) and I have just found out they're sending my router to my new address a week before I move in. The house is empty so goodness knows what will happen.

I can't believe how extremely difficult they have made this process. They still haven't cancelled my TV, despite 4 phone calls to them and every time I do call they only seem interested in selling me TV or glass.

I just want my broadband transferred to my new property.  I can't even log into my new account as I need a completely different email address in order to do so.

[RETIRED+BOB]

@JoanneSoward 

I feel your pain, we are a chain of 4, no idea about whats happening below us, but the man we are buying from is having exactly the same issues,  BUT there is one crucial difference, sky have told him that he can have his sky plus transferred and broadband a few weeks after.

SKY have told us nothing can happen TV wise UNTIL after the broadband is activated

[JoanneSoward]

Pleased that the man above you in the chain can transfer his; no luck for me. Have had to go ahead with the new account and found out today that I can't merge the new account with the old one 😞

[Ellie+Dee]

Moving home and all gone smoothly - except for Sky. The tv package was set up again within 48 hours but the broadband connection has been delayed for a month now. They blame openreach  for the delay but they have already completed their bit. I wish they would just explain in detail why there's a problem. All I get is - good news (not!) we will let you know progress in 2 weeks time. Not good enough when we are working from home. Hotspot is not an option for security reasons. Long commute and expense from me until fixed. Not impressed! 

[TimmyBGood]

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@Ellie+Dee wrote:

 They blame openreach  for the delay but they have already completed their bit.

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'Completed' which bit?  For FTTP in particular it's not unusual for the inside work (ONT installation) to be done without the external optical fibre being present.

[Ellie+Dee]

Sorry I have no idea as I don't understand the technical side of any of the installation. All I've been told is that openreach will attend the property and don't need to enter as what they need to do is outside. This they have done but sky can't tell me anymore for another : weeks, I'm in the dark as to what needs to be done and who by. Really don't understand why it all takes so long 

[TimmyBGood]

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@Ellie+Dee wrote:

All I've been told is that openreach will attend the property and don't need to enter as what they need to do is outside. This they have done

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OK: has a new box appeared on an outside wall?