Contract owner not living at the address

[CarmenA1]

What can we do if the broadband contract owner does not live at the address anymore and not paying for the wifi? How can we change the contract or replacing the router? Any help is really appreciated as I can't even check what the problem is with the wifi as they are asking for his details.

[Daniel0210]

@CarmenA1 

If the account holder is not paying the bill Sky will restrict the broadband service and chase them for the debt. You can't change the account holder, if fact Sky won't talk to you. 

[CarmenA1]

Hi, thank you for the answer. Can we not create a new contract and take the old router out? I mean does this mean that we cannot have wifi in the house until hw cancels? I am just wondering if sky would just replace the router rather than asking us to wait around until the contract owner pays or not..

[Daniel0210]

@CarmenA1 

The account holder has to cancel and return the equipment. Then someone else can take out a subscription with new equipment.m

[TimmyBGood]

@CarmenA1 

'Replacing the router' doesn't change anything: it's not individually linked with either the account or the circuit.

Unfortunately it's typically not possible to order broadband from the same or a different ISP while there's a live service on the line: this is to prevent malicious takeover.  You may need to convince a supplier to have a new circuit (copper or optical) installed at the address.

[cookiemonsteruk]

@CarmenA1 

The existing line would be described as a ceased line.  I.E existing contract owner hasn't cancelled preventing anyone else from getting a broadband connection

You could call sky and ask for a new line to be installed bypassing the existing line.  You would need to ask if there are any costs involved