Switch in progress

[Paul_281]

Hi folks..

Wondering if anyone has a number or email for the order recovery team?

I had signed up to another provider in December but decided to stay with sky.

I informed my other provider that I was cancelling the order with them.

The issue I'm having now is that there is still a switch order stuck on the talk account and as a result I cannot change or cancel call divert or talk/broadband.

6 months on i still cannot do anything on my account because of the switch..countless and repeated requests with agents and to different sky numbers seems to be no good as they say they'll contact the backend team and others said they'll inform the order recovery team..but its been 6 months now and I'm no farther forward.

I'm moving into temporary accommodation on August 1st and sky says they cannot cancel broadband and talk without first removing the switch request..I dont want to end up paying for a service that I'm not going to have for the length of time I'm in alternative housing hostel..

Thanks for taking the time to read..

Regards..

Paul

[Mark39]

Hi @Paul_281 there's no way to contact the order recovery team directly I'm afraid - you would have to go through customer services, as normal.

If you wish we can ask Sky's messaging team to contact you here by way of a private chat - they may able to see from your account what movement there has been in resolving this. I'm not sure that they can progress it with the order recovery team, however, so they may still advise you to call. 

[Paul_281]

Hi..

Yes please! 

I'm worried I'll be paying for a service I have no access to. I honestly dont think this issue is going to get fixed by August 1st as I've been in contact with sky about it since early January.. 

• Only option is to cancel direct debit and that may force a closure of account regardless of issues.

[Mark39]

@Paul_281 OK, I've alerted Sky and a Community adviser may be able to help you via private, online messaging later today. Look out for a blue/red chat 'bubble' towards the bottom of the page. Replies from Sky may not be instant, so check back from time to time for updates. Once the chat is activated it remains open for 48 hours, after which it will automatically close..

For the detail of how it works see this guide:  https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Definitely don't cancel your direct debit. It won't necessarily result in cancellation of your service, and  may result in your service being restricted.

[Paul_281]

Hi..

Thanks very much for your help..

I'll keep an eye for private message.

I'm worried I'll end up paying for a service I've no access to for a long time

[Tom-W19]

Thanks for escalating. We've sent an invite to @Paul_281.

[Paul_281]

Another sky advisor has mentioned i can get a refund if they end up charging me for longer than they should due to this issue..