How can I change my address?

[Panther]

I've recently moved house and my account is down as my old address. is there no way of changing this online? I have terrible anxiety making phone calls (i know this may seem silly to some people).

Is there a live chat or email option?

Thanks

[Fothergill1]

@Panther There is an option to do it online but when I tried recently it wouldn't allow me to do it.

Open your My Sky at www.sky.com and log it.  Then click on the small head and shoulders icon in the top right corner.  Select My Details and then Account Info.  You will see the edit email address option.

If that doesn't work post back here and I will escalate you problem for an online chat.

[Panther]

Thank you for your reply. It is my physical address I need to change, not my email address. The online option does not work for me. 

[Fothergill1]

@Panther Apologies, I didn't read you post properly.  On the same page that I direcgted you to there is also an option to change your physical address but that never seems to work and just assumes you want to book a home move.

I have escalated your post to the Sky Community Messaging Team who will send you an invitation for an online chat.

The link below explains how the procedure works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed.  Note replies from Sky are not instant so you will need to regularly check the chat thread.

[Addie15]

Hi there! Thank you for escalating this. Unfortunately, we can only change the address after a home move when the account in question only has mobile products on it. For anything else we would only be able to assist if the change is a minor adjustment, such as fixing a typo in the address. 

For all other home move queries, please see your options here: https://www.sky.com/moving-home. 

[Panther]

Thank you for your response. I appreciate your clarification on the matter.

However, I must express my concern regarding the policy that prevents updating my address after a home move, especially since I have already completed the relocation, as mentioned in my original inquiry. It seems incongruent that my new address cannot be reflected on the account.

Additionally, I encountered an issue with the link provided, as it did not work for me.

I understand the importance of efficient communication and prefer written correspondence over phone calls whenever possible. It is my hope that we can find a solution that aligns with your policies while also accommodating my needs as a customer. if you are unable to update my address without a phone call then I suppose it will just have to stay as my old address.

Thank you for your attention to this matter, and I look forward to your prompt response.

[MarkGoldsmith · Accepted solution]

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@Panther wrote:

Thank you for your response. I appreciate your clarification on the matter.

However, I must express my concern regarding the policy that prevents updating my address after a home move, especially since I have already completed the relocation, as mentioned in my original inquiry. It seems incongruent that my new address cannot be reflected on the account.

Additionally, I encountered an issue with the link provided, as it did not work for me.

I understand the importance of efficient communication and prefer written correspondence over phone calls whenever possible. It is my hope that we can find a solution that aligns with your policies while also accommodating my needs as a customer. if you are unable to update my address without a phone call then I suppose it will just have to stay as my old address.

Thank you for your attention to this matter, and I look forward to your prompt response.

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In theory not updating the address on your account could be argued as being in breach of the T&Cs, as the contract states that the Sky services can only be provided to the registered address.

The Home Move process is meant to be kicked off prior by a cusomter prior to them moving

[Panther]

Thank you for your response.

I understand that you are not a sky employee and are simply offering an opinion and I also understand the importance of adhering to terms and conditions and appreciate your explanation regarding the Home Move process. However, I must reiterate my concern regarding the difficulty in updating my address online, which is a standard practice with most service providers.

As a customer with specific disabilities, I would prefer not to delve into details publicly, but Sky is aware of my situation and my preference for written communication over phone calls. I believe this preference aligns with efficient communication practices and ensures clarity in our correspondence.

It's important to note that my request solely pertains to updating my address, as I have no requirement for transferring or adjusting services. I only have a Sky Glass TV with no TV package or any other service. Given these circumstances, I am puzzled as to why updating a basic piece of account information has become a cumbersome task.

After considerable effort on my part, I am unfortunately unable to dedicate additional time to resolving this matter. If sky can provide a way to update my account details online as almost every other company does then I will gladly provide my up to date contact details.

@Fothergill1 @Addie15 

[Kelsingra]

Hey @Panther 


As you mentioned that you are disabled, I wanted to make sure that you know about our Accessibility Team who can give you extra support if needed.


Are you already signed up with the Accessibility Team? Once registered there are also different methods of communication with this team

https://www.skyaccessibility.sky/

Thank you for joining our Community Forum! 🙂

[Panther]

Thank you for reaching out and for mentioning the Accessibility Team.

While I appreciate the offer of additional support, my initial query was simply to update my address. The process has already required more effort and time than expected for what should be a straightforward task. At this point, I am not interested in signing up for additional services or being directed to different teams.

I hope we can find a direct and efficient solution to update my address without further complications.

Thank you for your understanding.

[JulieinScotland]

@Panther I would advise you to make use of the offer to use the Accessibility Team contacts.

It's a free service without any additional cost to the Customer 

I have specific needs which are recorded by them and it enables me to have a service which alleviates any difficulties I have with communication to Sky.

 Clearly,  there are times when the team is unavailable but those are few and far between

If you make use of this service I'm certain you will get your difficulties addressed to your satisfaction 

FYI, to make changes to sensitive personal data (your address is considered that under GDPR) you would have to go through data security  and working with a team that is there assist callers with specific needs will only help you

[charleyhicks25]

There is no option to edit my address on mine, it just says my name and account number. But no edit button