topic Re: Important information about your Broadband and Talk service in Broadband

Important information about your Broadband and Talk service

Loz85 — Sun, 12 Apr 2026 21:48:40 GMT

Recent email from sky, technology completely baffles me so I'm confused: The broadband network in your area is being upgraded as part of the national network upgrade. Your current Broadband and Talk service — which is delivered through an old copper network — will be switched off from August 2026. To stay connected, you’ll need to explore your options for moving to a Broadband and Talk service on the new technology.

i have phoned and they cannot provide any upgrade so I will be cut off.
What are my options? Any help appreciated

Re: Important information about your Broadband and Talk service

caesarome — Mon, 13 Apr 2026 04:38:18 GMT

@Loz85

This explains what is happening:

https://www.sky.com/help/articles/upcoming-changes-to-your-sky-broadband-and-talk-service

Re: Important information about your Broadband and Talk service

Chrisee — Mon, 13 Apr 2026 05:44:23 GMT

@Loz85 the email and web page are both quite confusing. The main change is the planned closure of the old analogue phone service delivered over a copper phone line. Instead the voice line will be digital and delivered by plugging your phone into the back of the Sky hub. This change allows Openreach to close around 2,000 of their 3,000 exchange buildings when complete..

That change has no direct impact on your broadband service which in the vast majority of cases can be delivered over the copper phone line. Of course if your address has access to the full fibre network it does make sense to switch to that more reliable connection but the copper network remains available for many years yet. Switching to fibre reduces Sky's costs which is why they are pushing it where available.

If you call Sky you should be able to switch to the digital phone service but be aware they msy try and sell you a new package or tie you into a new contract but as we understand it you can decline these. The change therefore once complete is to unplug your phone if you have one from the wall socket and then plug it into the phone socket of your Sky hub. If you haveca very old hub without a phone socket Sky will send you a new one.

Re: Important information about your Broadband and Talk service

TimmyBGood — Mon, 13 Apr 2026 07:13:58 GMT

@Loz85 wrote:

i have phoned and they cannot provide any upgrade so I will be cut off.

You won't be cut off as a result of the absence of FTTP at your address: that would be illegal.

As @Chrisee indicates, when there's no optical infrastructure the only change is voice calls will run through the Hub: this requires a shift of product subscription at Sky's end and possibly the shipping of a different Hub model.

Unfortunately the messaging from Sky on the topic is really unhelpful.

Re: Important information about your Broadband and Talk service

Loz85 — Mon, 13 Apr 2026 08:14:53 GMT

Thank you. I've spoken with sky who have told me that as I don't have fibre in the area then from 1 August I will lose my phone line (i dont use anyway so not a problem) and broadband. Working from home this is a worry

Re: Important information about your Broadband and Talk service

Chrisee — Mon, 13 Apr 2026 08:19:56 GMT

@Loz85 that is likely to be incorrect information the phone line yes but broadband no. To get you better advice I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

See here for more on escalation My Post Has Been Escalated – What Happens Next on Sky Community

Re: Important information about your Broadband and Talk service

TSMandez — Mon, 13 Apr 2026 08:28:19 GMT

Thanks for escalating this. We’ve sent an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Important information about your Broadband and Talk service

TimmyBGood — Mon, 13 Apr 2026 09:10:29 GMT

@Loz85 wrote:

I've spoken with sky who have told me that as I don't have fibre in the area then from 1 August I will lose my phone line (i dont use anyway so not a problem) and broadband.

That's just not correct: the UK has a Universal Service Obligation for voice calls and internet access.

If the worst comes to it and Sky are completely (and mistakenly) obstinate then I'd suggest switching to BT who are the designated USO provider.

At least 15% of UK properties aren't going to have FTTP anywhere near them by the end of this year when PSTN (not copper) is due to be switched off: imagine the outcry if literally millions of people were disconnected by their ISPs.

Re: Important information about your Broadband and Talk service

Loz85 — Mon, 13 Apr 2026 10:38:53 GMT

I've been told this : , I can see on your account it does show that due to exchange closures your service will be unable to be provided past the date you've been made aware of in your notification.

Re: Important information about your Broadband and Talk service

Becksjp — Fri, 24 Apr 2026 19:47:28 GMT

Following Sky's letter, I got no where trying to get an answer on the website. There was no help at all with upgrading because of the national network upgrade. However, when I clicked the link on the email they sent me it was straightforward.

Re: Important information about your Broadband and Talk service

Becksjp — Fri, 24 Apr 2026 19:54:06 GMT

PS The link is a blue box with the words 'Explore your broadband options'

Re: Important information about your Broadband and Talk service

Marktm74 — Thu, 30 Apr 2026 14:19:09 GMT

On a related matter the link in the email I have been sent appears to not be working, how can I get a new link? The link previously was to an offer relating to the Important information about your Broadband and Talk service being switched off, the link now only takes me to the generic broadband webpage.