topic Re: Elderly relatives digital voice migration in Talk

Elderly relatives digital voice migration

Vicky+Hawk — Sat, 29 Aug 2026 15:09:05 GMT

I'm trying to help my elderly aunt who lives in a very rural area and doesn't have broadband. Her digital voice migration is imminent and I am trying to get through to Sky to deal with this on her behalf but the bot keeps blocking me getting through to a person. Any ideas?

Re: Elderly relatives digital voice migration

Mark39 — Sat, 29 Aug 2026 15:15:06 GMT

@Vicky+Hawk in what way is the bot blocking you (so we can see if there's a workaround)?

If there are particular questions about the migration, we may be able to help answer them?

Re: Elderly relatives digital voice migration

Daniel0210 — Sat, 29 Aug 2026 15:15:47 GMT

@Vicky+Hawk

Are you calling from your Aunts landline with her present? She / you will have to negotiate the security question before Sky will talk to either of you.

Re: Elderly relatives digital voice migration

Vicky+Hawk — Sat, 29 Aug 2026 15:16:30 GMT

Got through in the end and yes, need a password!

Re: Elderly relatives digital voice migration

Daniel0210 — Sat, 29 Aug 2026 15:18:32 GMT

@Vicky+Hawk

Sky should be able to verify your Aunts identity as the account holder by other means and then set up a new telephone password with her.

Re: Elderly relatives digital voice migration

Vicky+Hawk — Sun, 30 Aug 2026 17:54:42 GMT

Now I have her details, including password, how easy am I going to find asking Sky to provide her with an adapter? She doesn't have or want broadband (she has never used a computer and cannot get a mobile phone signal), just her landline. She is in her late 70s and has mobility issues, and I don't live anywhere near her, but I just want to brace myself for a frustrating call to Sky!

Re: Elderly relatives digital voice migration

Mark39 — Sun, 30 Aug 2026 19:13:28 GMT

@Vicky+Hawk has your relative has been advised that her service will be migrated? Not all Sky landline services are being switched to a digital voice service.

What sort of adaptor are you thinking of? I'm not aware that there's any sort of adaptor (certainly not one Sky can provide, to my knowledge). I imagine Sky's solution will be to provide a broadband router for her which she can use solely for provision of a landline service.

For your relative it will simply mean plugging her phone into the router, rather than a wall socket, if she won't be making use of the broadband service

Re: Elderly relatives digital voice migration

Vicky+Hawk — Mon, 31 Aug 2026 07:44:29 GMT

Yes she had a letter recently. She doesn't need a broadband service (and as far as I can tell from the responsibilities that providers have, she shouldn't be paying more than she does now, which she would be even on the most basic BB package) The only option she has is pay as you call, apparently

Re: Elderly relatives digital voice migration

Vicky+Hawk — Mon, 31 Aug 2026 08:13:43 GMT

So have just called the accessibility line and they advised, because she can't get a mobile signal, the accessibility team have to deal with it. So have had to fill out a form. Honestly they make it so difficult.

Re: Elderly relatives digital voice migration

TimmyBGood — Mon, 31 Aug 2026 14:56:39 GMT

@Mark39 wrote:

What sort of adaptor are you thinking of? I'm not aware that there's any sort of adaptor (certainly not one Sky can provide, to my knowledge). I imagine Sky's solution will be to provide a broadband router for her which she can use solely for provision of a landline service.

BT Wholesale does offer an (interim) solution to ISPs which doesn't involve broadband at the subscription address, although this isn't a preferred option.

https://www.btwholesale.com/products-and-services/voice/pre-digital-phone-line.html