Sky Broadband Ordering

[OldBiddy]

HI

In the (lengthy) process of switching from Talk Talk to Sky (I started in October and may have broadband by Christmas). My Broadband became virtually unusable after TalkTalk contacted me to confirm the switch 3 weeks ago (speeds of 20-100 kbs with ethernet cable, so couldn't open email etc).  Now, I'm told that my SkyTalk line became active on monday and I have no broadband at all. At least, I thought the phone had been switched, but I've had an email saying that my phone will be switched to Sky when broadband becomes available?? Can't see from your accounts section if I have phone yet or not. How do I find out? I'm in the local library using computer & find Sky has been emailing me...which of course I can't pick up at home until I get broadband.

So - Am I with Talk Talk or Sky? If Talk Talk, should their service be continuing until the switch? Who should I be paying? Am I going to be without broadband now until sky get around to connecting me (which according to the call centre guy could be another month).

I'll drop by the library again tomorrow and see if someone can give me some answers. 

[caesarome]

If Sky have give you some username details you should be able to login to your account here:

https://mysky.sky.com/portal/site/skycom/mysky

[Robert · Accepted solution]

Hi OldBiddy, as suggested by caesarome, if you already have a Sky iD account registered you can log in to the My Sky website select My Account from the menu bar then Track Order to view the progress of your Sky Talk & Broadband orders.

The easiest way to find out who is currently providing the telephone service on your line is to pick up the phone and dial 150 as this will connect you to the provider who is currently on your line.

If you have any further queries regarding your order, please contact our Sky Talk team and the advisors will be able to give you an update.

[tyarwood]

150 doesnt always work but most use this number so is worth trying

[loveablerogue]

I am currently with Talk Talk and looking to switch to sky, where i already have a Sky World HD package. Upon enquiring i was told i have to pay 39.99 to have the pleasure of signing up for sky broadband and talk package because I may need a new phone line and possibly an engineer. Before talk talk i was a BT landline customer and when i joined talk talk no one did anything to my landline. I can still buy movies/events via my phone line for sky products and when i rang various other companies including BT to ask whether they would charge me such a fee they said no. BT also said my phone line is still compatible with BT and they could have me switched over in 11 days.

Why exactly do i need to pay £39.99 to join sky then? What is wrong with my phone line?

What would an engineer need to do to my phoneline exactly?

A load of bollocks if you ask me... can someone please explain.

Why cant I just give sky my MAC code or whatever its called and they can just switch me over?

[Robert]

Hi loveablerogue, 

We are unable at present to migrate customers who are on a LLU connection with another provider straight over to our network, however this will change in the future as we improve the processes and systems we have in place.

Currently if you have TalkTalk LLU for example and wish to migrate to Sky Talk and Broadband we would need to place an order for your Telephone service (including a number porting request should you wish to keep your existing number) and allow this to complete so that we take ownership of the line.

Once the line transfers over to Sky Talk and is active we would then be able to place an order for Sky Broadband on your line. There should be no cost for this transfer as it is free however you may lose your broadband service with TalkTalk at the time the we take over your line.

We're currently unable to process orders for both Sky Talk and Broadband concurrently if the line is being migrated from TalkTalk LLU due to the nature of the transfer process.

A MAC can only be used to migrate services which are being provided over the BT Openreach network which is why we cannot use this option as your line is not on the BT Openreach Network it's currently with TalkTalk's network.

Please use the Contact Us page to discuss this further with our Customer Help team.

[Greg1974]

Loveablerogue, dont pay the £39, there own website states that it is free, have pasted the quote below and the link.

I have just had this arguement with sky, as when entered the £39 charge appeared.  Sky customer services were useless, so I emailed the executive complaints dept (link also pasted), was offered free connection and free line rental for 6 months.

Did you know you can get a new phone line from Sky?

When you select Broadband & Talk you'll be asked to enter your phone number. If you don't have a compatible line, you can get a new one from Sky. The usual cost for this is £39 but until 23 June you can get a new line for free when you take Sky Line Rental. 

http://www.sky.com/shop/broadband-talk/talk-linerental/

[loveablerogue]

Cheers Greg.

So why do they tell you on the phone you need to pay the fee and not mention the free Sky phone line until 23rd of June? Very poor if you ask me. I have just sent them an email to the link you posted. Also why did the Sky advisor on this forum not mention it?

[Greg1974]

Basically the staff are seriously overworked and undertrained. It reminds me of how appalling talktalk were in the early days! Its a case of corporate greed and this is BEFORE Murdoch owns all of sky!

[loveablerogue]

Robert from SKY can you please read Gregs post (7 of 9) and explain to me why I was told I will have to pay £39.99 when it is clearly stated on the link on his post that it is free until the 23rd of June?

Cheers?

[Colin+O]

Hi Robert,

In your attached reply of 14/6/11 you mention in the first para that Talk Talk customers will in future be able to migrate straight to Sky. Is this in place now, or do you know when it will be in place?

Many thanks,

Colin

[Fonefixer]

---

Robert wrote:

Hi loveablerogue, 

We are unable at present to migrate customers who are on a LLU connection with another provider straight over to our network, however this will change in the future as we improve the processes and systems we have in place.

Currently if you have TalkTalk LLU for example and wish to migrate to Sky Talk and Broadband we would need to place an order for your Telephone service (including a number porting request should you wish to keep your existing number) and allow this to complete so that we take ownership of the line.

Once the line transfers over to Sky Talk and is active we would then be able to place an order for Sky Broadband on your line. There should be no cost for this transfer as it is free however you may lose your broadband service with TalkTalk at the time the we take over your line.

We're currently unable to process orders for both Sky Talk and Broadband concurrently if the line is being migrated from TalkTalk LLU due to the nature of the transfer process.

A MAC can only be used to migrate services which are being provided over the BT Openreach network which is why we cannot use this option as your line is not on the BT Openreach Network it's currently with TalkTalk's network.

Please use the Contact Us page to discuss this further with our Customer Help team.

=======================================================================

Robert:

Im afraid it would appear you have given incorrect advice here. Up until a week ago last Friday I was on O2 LLU and switched seamlessly to Sky LLU

Timeline of events:

20th Oct: Placed Order and entered MAC code into system

30th Oct: Sky broadband activated before Sky line rental & talk went live

3rd Nov: Sky Talk & Line rental became active

The only proviso is a customer must input a correct MAC code for broadband the same day as the order is placed. Otherwise BB will be activated up to two weeks after Sky phone line. This info is advertised on the Sky website.

Should you wish to check the above info for clarification I am more than happy to pm you my Sky account number & postcode.

[Johnboy245]

Hi there

Today, 30th April 2012, an enginneer is visiting to fit my new Sky phoneline and broadband (i hope). I currently use Talktalk as my phone and broadband provider.

I would be correct in saying that my new Sky telephone line will be switched on and I WILL get Sky broadband on the same day?

Secondly, do I need to notify Talk Talk of the switch over or does Sky do this for me?

Regards 

[GregorA]

Hi Johnboy245,

Was everything been connected when the engineer visited your property yesterday? If not we can look in to this further for you, however this may involve sending you a private message as it's all account specific questions you have asked.

Regards.