Address not updated

[i0namacle0d]

Hi I called to update the address on my Sky account to buy a new phone. I provided my new address and was told it should change instantly however it's still showing my old address when I try to checkout, how long will this take to update or has something gone wrong? Thanks 

[caesarome]

@i0namacle0d 

I would have thought it would have updated more or less straight away so if you would like we can get the messaging team on here to look into this for you ?

[i0namacle0d]

@caesarome that would be good thank you 

[caesarome]

@i0namacle0d 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this, so if the bubble hasn't appeared by 7pm it will be tomorrow that they will contact you by it:

This link explains how this works so you need to respond to the chat bubble at the bottom of the page:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Lisa-P1987]

Thanks for escalating this. We’ve sent @i0namacle0d  an invite to chat.

[Francamm]

Hi, 

I am having the same problem... 

We moved home over 3 years ago.. I have been trying to place an order for a few weeks now but at checkout it has our old address. 

I have spoke to 2 people on chat who don't seem to have a clue what I'm talking about and think I'm asking to do a home move and telling me my current address is correct on the account.

I've tried to explain in every way possible that I don't want to book a home move and I don't wish to change anything...i just want to know why my old address is down for delivery details at checkout and how to change it. 

If someone could help that would be great 

[Daniel0210]

@Francamm 

Since this thread was started the Messaging Team can no longer deal with address change issues. You mention using chat, is there a reason you can't call?

[Francamm]

I was on the phone to sky for almost 5 hours 3 days ago after my broadband got cancelled by mistake which has lead to having a new router etc.. It's a long story lol

I was told via chat AND call that an agent had removed the old address completely from my account but that's obviously not the case and I'm a bit lost as to what to do next... I can't find evidence of my old address on my account at all so I'm not sure why when I get to checkout it has my old address on it. 

Baffling 

[Daniel0210]

@Francamm 

They might have updated the address on your Broadband account but maybe not on your Mobile account. 

[Francamm]

Well this is what I said... But even an hour ago I was told the address was removed by a previous agent. 

So again, I'm lost lol 

Looks like I can't place an order and I just keep getting told the same thing 🤷‍♀️