Just wanting to let others know of my experience in the hope that others can avoid a similar situation.
I have been a customer of Sky for nearly 18 years, never had a problem until I moved, spoke to switch squad, assured me everything could be straight forward sent me a new hub, the service was to be migrated to our new address, Engineer booked for the Saturday morning. We were without internet for 3 days by now.
Engineer arrived, refused to come in due to COVID, the reason to keep us both safe.
Then he asked me if I could drill through the wall, as he can’t again due to COVID, could I tack all the cables around the door frames and then he would talk me through the technical install! Err no, I won’t be doing that!
Cancelled with SKY, spoke with someone in the cancellations team, he said I don’t blame you for cancelling.
I rang Virgin, the first question I asked them was would an engineer be able to come in, yes they said of course, how could it be installed otherwise! Quite, common sense at last. 7 days without internet at this point, thanks Sky. Obviously if Sky had informed me that the engineer couldn’t come in no way would I have agreed to the switch.
Sky now want the hub returned, sent me a tiny box, with a label told me to take it to the post office, DH did it today, post office refused to accept it, as they no longer provide the service printed on the label Sky provided. It’s an absolute joke, the parcel shop next door did take it, so hopefully it will arrive.
My advice to anyone who is moving where Sky hasn’t been previously installed, would be don’t bother, as an engineer will not enter your home. Absolutely crazy policy.
Take note Sky, I can’t be the only loyal customer you have lost.