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    Problems moving house with Broadband

    This is a discussion on Problems moving house with Broadband within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi All I have been a Sky customer for 7 months I moved home a month ago and hoped to ...

    1. #1
      Iwantmybroadbandback's Avatar
      Iwantmybroadbandback is offline Sky User Member
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      Problems moving house with Broadband

      Hi All

      I have been a Sky customer for 7 months I moved home a month ago and hoped to take my T.V, phone and broadband with me.

      My T.V came to my address with out to much hassle. However the phone and broad band have been a total nightmare.

      We contacted Sky a week before we moved (I know it's supposed to be 2 weeks but we had to move at very short notice). We have since been waiting to here from the Moving Home Team. It's now been 40 days since we first contacted Sky regarding moving and we are yet to have the PROMISED phone call from the moving home team.

      We have now called Sky quite a few times in a bid to find out what's going on and speak to the moving home team.

      Every time we call Sky have told us we can't speak to them directly and they will send them an email and they will call back.

      This has not happened and today we tried again. We first spoke to a person who put us on hold and then cut us off.

      We tried again this time we asked to speak to a person from the moving home team. They said they can't do that as they are an external department.

      We then asked if they could call the moving home team and ask them when it would be happening. Again no all they could do was send an email.

      We asked to speak to the staff members supervisor. He point blank refused this request.

      We then asked if there was anyone other senior member of staff we could speak to. The staff member said he would check. He then put us on hold and cut us off 30 seconds later. This was the last time we called.

      Words cannot explain how frustrated I feel with Sky at the moment. There customer service is digusting.

      Does anyone have any advice as to what steps I should take now. I am self employed and do a fair amount of work from home so being without a home phone and broadband is causing problems to my business.

      I am tempted to try and cancel the contract but I know they will play hard ball as we still have a few months left to run.

      I assume the next step is a letter of complaint? Any advice is greatly welcomed.

      Thanks in advance

      Matt


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    3. #2
      PaulSky's Avatar
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      Re: Problems moving house with Broadband

      Ask for the cancellations department, they can escalate you and if you cannot be provisioned you should be allowed to leave without penalty.

      Oh and don't try using your business issues as leverage as Sky is residential service only so you are not protected by SLAs like you would be with a proper business contract line. Cancellation due to non-provision is more than enough reason.

    4. #3
      Iwantmybroadbandback's Avatar
      Iwantmybroadbandback is offline Sky User Member
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      Re: Problems moving house with Broadband

      Hi Paul

      Thanks for the reply. I forgot to mention in the previous post that Sky have not charged us for the month we have not had phone and broadband access. Good thing to.

      How would this affect the contract status if we cannot be provisioned?

      Thanks again

    5. #4
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      misfit96 is offline Sky User Member
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      Re: Problems moving house with Broadband

      you have a contract with sky stating that you will exchange your hard earned money for their service, if they cant or wont offer you this service then you can cancel and go elsewhere!

     

     

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