topic Re: Trouble switching from BT to SKY in Broadband

Trouble switching from BT to SKY

U2canBme — Thu, 08 Feb 2024 13:12:40 GMT

I've been with Sky for 21 years, so am 'out of the loop' when it comes to switching. We 'took' our Sky account with us when we moved 2 years ago. My son still has the old dish, and I believe, a Sky mini box (we had Sky Q). He's been trying to switch from BT to (obviously a new Sky account) for his broadband and tv but is stuck between an rock and a hardplace and doesn't know where to go / how to resolve. SKY say they can't proceed as BT haven't 'released' the line and BT insist they have. Apparently he's had both Companies Customer Services (on different phones) argueing with each other and is getting nowhere. He's told them he intends to escalate his complaint to the Ombudsman but knows that will still take weeks. He wants a quicker way to resolve. Where/ Who should he contact, please?

Re: Trouble switching from BT to SKY

mormegil — Thu, 08 Feb 2024 13:42:01 GMT

In theory when you moved the service out of the property you arranged a home move to shut down the broadband service and transfer it to your new address

Your son would have then activated a new service in his name, if he dials 150 from the landline he can find out who supplies his service

Re: Trouble switching from BT to SKY

mormegil — Thu, 08 Feb 2024 13:45:19 GMT

sounds like bt haven't realessed the stop order to allow the service to be transferred possibly due to them already having a partially complete cease or upgrade in progress

he would need to contact bt and have them restore the service to fully active before it can be transferred to another provide