Sky claiming legal 14 day waiting period between switching off previous owners Internet and turning ours on???

[Bells3032]

My dh and I moved house today (7th). We exchanged back in November and called sky to say we wanted to move our Internet to our new home and have it switched off today in our old home and switched tomorrow (8th) to the new house.

We rung again on the 8th December to confirm this and they confirmed the previous owners Internet was being shut off yesterday (the 6th) and confirmed the engineer for the 8th. They says they'd send out the hub 3 to 5 working days before.

We got in the house last night and no hub. Called sky this morning and they said they Can't fit it tomorrow, they had cancelled the order and there's a legal 14 day waiting period between switching off the old users Internet and switching on ours. And they couldn't even start that waiting period until tomorrow - 2 days after the previous one had been switched off.

They seem to be trying to quote ofcom but no idea what they're on about.

Currently working from home and desperarely need the Internet for our doorbell, our work, our TV etc

We had this with sky... And various other excuses for the shocking service.... We went with someone else who didn't feel the need for same gao

Sky told DS that once when he moved into a student flat.
Short term solution is to buy data and use your phone to tether. DS had to work from home fot two weeks while waiting for virgin to connect his bb. He bought 80gb of data from giffgaff which was plenty for work, teams etc plus streaming.
Try cuckoo.

Sky are so bonkers for this! We had an awful time when we moved house (we were sellers). They kept insisting to us something about if we cancelled our internet, rather than let our contract carry on and the new owner go through a process of “taking over the line” that there would be a delay for the new owner.

There was no problem when we moved with Plusnet and no problem when we moved with Talk Talk. I don’t understand why Sky are so shit at it.

I’m sorry to say we ended up going to the ombudsman and getting a decision by an arbitrator. Who said that it was an unusual situation that wouldn’t happen often

desperately need the Internet for our doorbell

@Phlip

desperately need the Internet for our doorbell

I laughed at that too. Maybe the doorbell really needs to get on FaceBook? 😜

So after speaking to bt we are now moving to them. Phone sky this morning. They refused to do anything about their error. When I said I'd like to speak to someone more senior they hung up on me. Never admitted they had done anything wrong and denied ever speaking to us on 8th December (though we can see it on our phone bill)

Bt said we could use a hot spot in our house but turns out we can't so they're sending us a 4g hub for a month until we can get it sorted. Costing us about £30 in total Inc next day delivery but we'd have to pay that for Internet anyway so will have Internet tomorrow.

There's a compulsory period switching supplier in case it's done fraudulently (happens at work frequently unfortunately) but if it's new owners this doesn't apply and ours was turned on the day after we moved by Sky.