Broadband contract

[Sally+k]

Can anyone tell me what's happening with sky broadband . I've had a letter from sky saying open reach/bt would no longer be providing a phone line and I would need to have my line via the Internet. They've apparently upgraded me from pfbb to ffbb but because I have a community alarm they're now saying they can no longer provide a broadband service? This seems to have changed from Saturday when I spoke to a different customer advisor who said as long as my community alarm provider was happy with a digital service. I confirmed that today and have now been told sky can't offer a service? I'm so sick of sky. Full stop. I need an Internet service/phone line of some sort so now I'm panicking. Apart from  anything else for my community alarm. Any help would be appreciated 

[TimmyBGood]

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@Sally+k wrote:

I've had a letter from sky saying open reach/bt would no longer be providing a phone line and I would need to have my line via the Internet. 

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The analogue voice service is being switched off nationally in January 2027: in advance of that Sky is telling some customers that they can no longer provide internet to that particular address because they don't have suitable equipment locally to carry the digital voice alternative product.

Customers affected by this need to seek a different ISP: it's BT which is the designated Universal Service Obligation provider.

[Sally+k]

Thank you for your reply but I'm not sure what you mean. I've been left high and dry by sky, who have been so unhelpful. I'm a disabled pensioner with a community alarm but I'm not alarmed that sky have said it's not their issue and left me foundering in the dark. I live alone with no family close by and they've gone from offering me a new contract to within days saying I can just leave if I want. After 20 years loyalty to sky? I've tried opening a complaint and got nowhere and you lose the will to live on their phone service because the majority of the time there's a language/sound barrier. I think I'm running out of time and am really worrying I'm left with no internet. Sky don't seem to care less

[TimmyBGood]

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@Sally+k wrote:

I've been left high and dry by sky, who have been so unhelpful. 

Unfortunately, yes: it appears that Ofcom is permitting this though, and if Sky doesn't have the necessary equipment in that area then there is nothing they can do.

I'd suggest the simplest step is to approach BT/EE as a normal switch of broadband.

Service from other ISPs may be available, but only BT is obliged to provide it.