Moving home...advice please for my useless service?

J_pink

I moved house last September and needed to move my SKY phone line, SKY broadband and SKY TV package. I rang the sky home move dept and they forgot to put my application/request into the system so....6 weeks later and still no contact from them!

I eventually call them back and they said somebody at our old house had TAKEN OVER our phone line and they couldnt offer me a new one. So I had to PAY £120 for a new BT phoneline...costing me an extra £8 a month in broadband because i now couldn't have free broadband as i did'nt havethe SKY bundle package. Disgusting.

Then I had to pay £25 in call charges to BT's 0844 number from my mobile because i had no landline to call from.

I'm so angry!

spark_deals

Sorry to be blunt...........
Why did you not call bt via 150 free number, were you not aware of free installation offer from BT. Ask sky to continue service at new address and reimburse you for installation charges...
HTH

J_pink

Just realised the 0844 number was to SKY home move team.
There was no free option and I was told i needed to ring this number.
Sky couldn't provide me with a continued service at my new address as they told me they couldnt provide me with a SKY account at this address (they processed the order far too late). If i ring my old number the people at my old house will answer. I still donlt get this and nobody at SKY could explain WHY they couldnt provide me with a new phone line/account.

I have just sent this email to SKY complaints...If I do not get a resolution within 8 weeks i can go to the ombudsman.

Dear SKY,

I am sending a complaint email about my terrible home move experience. Here is a summary of what's happened:

- September 2009, my home move order wasn't processed when i originally called you (2 weeks prior to moving house)
- 4 weeks later I called again
- Told somebody had "taken over" my phone account?! at my old address and I couln't be a talk customer any more
- Had to pay £120 for a new BT phone line
- Now I don't qualify for your bundle broadband deal because YOU can't supply me with my skytalk account any more (how unfair is that!) so have to pay BT £12 a month for my broadband
- I have now been charged £25 in 0844 calls from my mobile becuase YOU did not process my SKY talk order.

I am very disappointed about this very poor service from both the home move and the Sky Talk team. I am disgusted by your customer service call rates. I expect more from a major communications company.
I will be going to OTELO and OFCOM.
I will also highlight your misleading complaints contact number (on your complaints website page) as when you call it, there is absolutly no option for making a complaint.
Please feel free to contact me if you can think of a suitable resolution. Otherwise, I will leave when my contract expires in the spring.

Mark_In_Hampshire

It's a bit late now. However, if they had wanted to, Sky could have set up the new line for you at your new address - even though it was late. They would have had to pay BT Openreach circa £100 to do so, and write that amount off. They chose not to. They could also provide the broadband at the lower price if they wanted to. Hopefully someone will see sense in response to your complaint and reimburse you on both counts.

J_pink

Well after a few emails to their customer services team I have been offerred a refund for my expensive 0844 calls from my mobile. £25 in total.
Result!