Address change not made for my sky steam after phoning

[RosieHJ]

Trying to avoid having to sit on the phone yet again.

I rang Sky on the 19th January to get my address for Sky stream changed.

I was reassured it was completed, but it has not changed and is still showing my old address.

Is there any way I can get this sorted out without phoning again?

Thanks in advance

[Fothergill1]

@RosieHJTo get you some help with this I have escalated your post to the Sky Community Messaging Team who will send you an invitation for an online chat (better than waiting in a queue on the phone 😀).

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, as it is a Stream account we cannot change the address, unless the address is incorrect and an amendment is required. However, if the address needs to be updated due to a home move, then the dedicated team has to deal with that. 

Thanks.

[RosieHJ]

Yes it was after a home move. That's exactly why I phoned to get it changed. 

[Fothergill1]

@RosieHJ  As you can see, unfortunately the online team does not have the ability to make the changes for you.  It looks like you will need to call Sky again which is a pain for you ☹️

When you call and get to the chatbot try saying "Home move" as it might get you direct to the correct team 🤞

Changing address with Sky has always been problematic.  

[RosieHJ]

Yeah, I tried the chatbot it didn't help, and the only sky number I could find was the generalised one. I have no clue how to get to the home move team via phone.

[Fothergill1]

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@RosieHJ wrote:

Yeah, I tried the chatbot it didn't help, and the only sky number I could find was the generalised one. I have no clue how to get to the home move team via phone.

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@RosieHJ   I have just done a google search and whilst I haven't found the specific phone number you need, have a look at the following link as near the bottom of the page is a list of Sky numbers.  Hopefully you will find something in the list.  Whoever you get through to may be able to transfer the call if necessary.

I called Sky recently to try and sort out an issue on My Sky.  I got my mobile bill this morning and I see the call cost me £20 😡 and we never actually resolved the issue.

Good luck 🤞

[RosieHJ]

Thank you so much!

Oh no! Thats not good!

[Padam_Padam · Accepted solution]

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@RosieHJ wrote:

Thank you so much!

Oh no! Thats not good!

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If you don't want to risk running up a horrendous phone bill like @Fothergill1 then it might be worth lodging a formal complaint via one of the methods on here:

https://www.sky.com/help/articles/how-to-make-a-complaint 

When I've done that in the past Sky have called me rather then me having to call them. They then made sure my issue was fully resolved before closing the complaint. 

[RosieHJ]

Thank you so much. Your advice helped sort it out swiftly!

[Padam_Padam]

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@RosieHJ wrote:

Thank you so much. Your advice helped sort it out swiftly!

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Excellent. Glad you got it sorted!