HoisonOwl
Member
We've recently moved into a new flat and, on the advice of the previous tenants, opted to set up a contract with Sky Broadband because of reliable speeds (circa 65-75mb). We placed an order and were given an engineer install date of Friday 5 Feb. The equipment was due to arrive a couple of days before but was returned to sender by Royal Mail because of an incorrect address.
Sky were vague about the error they had made on the original address entered 'for data protection reasons' and told us an engineer visit was never necessary because the kit arriving would simply need plugging into the socket.
We were told the only way to resolve this was to book a 'home move' (to a home we had just moved into!). My partner spent a very long time on the phone explaining that there were two versions of our address, one recognised by Royal Mail and a different wording by Openreach. Assuming we had resolved the issue, we were due to receive our box today (15 Feb) for the line to be activated on 18th February.
Fast forward to today, lo and behold - the same problem, the equipment returned to sender. I called Royal Mail who explained that it was returned because the package had no house number on the address. When I later spoke to Sky, I learned that the address was incorrectly registered with Openreach (after having initially to explain to Sky customer services who insisted Sky (or Openreach!) couldn't provide internet at our property - despite me staring at an Openreach socket with an (old) Sky box connected to it!).
The resolution we now have is that we have instructed Sky to activate our line on the 'wrong' (postal) address, which is the one we actually believe to be our flat. Sky informed us that they could send the box to a completely different address - once the line is live.
I'm hoping beyond hope that the line will go active without a hitch and the box will work when plugged in when it arrives on Friday/Monday. But has anyone else encountered this issue? Can Openreach be contacted to correct an address when it conflicts with Royal Mail's recorded address?
Is there a SINGLE utility service in the UK with an operator who still understands what customer service is?????
Sky were vague about the error they had made on the original address entered 'for data protection reasons' and told us an engineer visit was never necessary because the kit arriving would simply need plugging into the socket.
We were told the only way to resolve this was to book a 'home move' (to a home we had just moved into!). My partner spent a very long time on the phone explaining that there were two versions of our address, one recognised by Royal Mail and a different wording by Openreach. Assuming we had resolved the issue, we were due to receive our box today (15 Feb) for the line to be activated on 18th February.
Fast forward to today, lo and behold - the same problem, the equipment returned to sender. I called Royal Mail who explained that it was returned because the package had no house number on the address. When I later spoke to Sky, I learned that the address was incorrectly registered with Openreach (after having initially to explain to Sky customer services who insisted Sky (or Openreach!) couldn't provide internet at our property - despite me staring at an Openreach socket with an (old) Sky box connected to it!).
The resolution we now have is that we have instructed Sky to activate our line on the 'wrong' (postal) address, which is the one we actually believe to be our flat. Sky informed us that they could send the box to a completely different address - once the line is live.
I'm hoping beyond hope that the line will go active without a hitch and the box will work when plugged in when it arrives on Friday/Monday. But has anyone else encountered this issue? Can Openreach be contacted to correct an address when it conflicts with Royal Mail's recorded address?
Is there a SINGLE utility service in the UK with an operator who still understands what customer service is?????