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    Moved Home But No Sky BB Yet

    This is a discussion on Moved Home But No Sky BB Yet within the Sky Broadband help forums, part of the Sky Broadband help and support category; Ok it was my fault. I advised Sky I was moving and told them the new number. At the time ...

    1. #1
      westv's Avatar
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      Moved Home But No Sky BB Yet

      Ok it was my fault. I advised Sky I was moving and told them the new number. At the time is was the new number but due to various reasons the number changed. Once I moved in I rang Sky to tell them (the old number couldn't be used anyway due to another bb product on it at the time I ordered). The lady I spoke to said that she would cancel the previous order. However she said the system wouldn't let her put through the new order and that she would contact the IT Department to remove the previous order and cancellation. She also said that might be a week or two or perhaps longer.
      Well it's only been a week since I moved in but I have visions of this situation lasting some time. I know I should have waited until I moved in to the new property before asking for BB to be set up but I thought I was saving time. If nothing happens by next week I might just go with another ISP.


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    3. #2
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      jid
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      Re: Moved Home But No Sky BB Yet

      Have a look at the Track your Order link on My Sky

      It should show the status.
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      Jamie


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    4. #3
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      Re: Moved Home But No Sky BB Yet

      Quote Originally Posted by jid View Post
      Have a look at the Track your Order link on My Sky

      It should show the status.
      All I see is my original order (to the wrong number) and the cancellation. I assume these are the items that need to be removed before the new order can go through. Would just add that the lady I spoke to did give me a 20 credit so all credit to her for doing that.

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      Re: Moved Home But No Sky BB Yet

      Normally Sky would have to wait for the new number to show up on the database, which would enable them to proceed. This can take a day to a week normally.

      If the new number is on the database then they should be able to kick start the order. That's what you need to find out, to see if and when the order can be placed and progressed.




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    6. #5
      westv's Avatar
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      Re: Moved Home But No Sky BB Yet

      Quote Originally Posted by NewsreadeR View Post
      Normally Sky would have to wait for the new number to show up on the database, which would enable them to proceed. This can take a day to a week normally.

      If the new number is on the database then they should be able to kick start the order. That's what you need to find out, to see if and when the order can be placed and progressed.
      As far as I am aware the new number is on the database now. As I said, I was told the new order couldn't be placed until the old order details were removed by Sky IT. It seems to be some problem with their system which won't allow them to set up a new order until the old one has been deleted.

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      Re: Moved Home But No Sky BB Yet

      Well just out of curiosity I tried to set up a broadband order for the new number via the Sky website but all I could get was the following

      "ERROR
      We Are Sorry
      Unfortunately, we are currently unable to continue with your order online. Please call one of the following numbers to continue:New customers: 08442 411 268. Existing customers: For TV equipment: 08442 411 333. For TV channel mixes: 08442 415 161. To add Sky Broadband or Sky Talk: 08442 410 583. Need help? Please call us on 08442 414 141. Calls may be recorded for the purposes of staff training."

      I wonder if this is part of the problem that is happening when the person at Sky tries to set up a BB order for me? I just hope that IT (or whoever needs to do it) can sort the problem out quickly.

    8. #7
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      Re: Moved Home But No Sky BB Yet

      Quick update. The problem has been fixed and Sky have advised I should have BB up and running before the end of the day on the 28th. It seems I was being unduly pessimistic re the time it would take.

    9. #8
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      Re: Moved Home But No Sky BB Yet

      Let's hope that Sky are not being over optimistic

      TomD


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