Has anyone moved from BT to Sky Broadband as part of a home move and had untold problems trying to s

[jackiesa]

I am moving home and trying to sort a new broadband line and get my existing Sky Q account and service transferred. I am being told I can't start a new broadband line as the existing residents have ended their BT line and until I move I can't start it up again. I am also being told I can't cancel my own BT line at my current address.

seems like absolute nonsense- has anyone else had the same problem?

[TimmyBGood]

@jackiesa 

For broadband it's much better for a home move if no-one 'cancels' anything: ideally everyone involved in the chain arranges for their existing services to be moved to their new address. As you've discovered, cancelling services before a move complicates things.

[Chrisee]

@jackiesa Openreach will not accept an order for a new service on a line with an existing service. The home move process avoids this by effectively queing your order so when the line becomes free the move happens. I know its bureaucratic but it works in most cases and avoids you "slamming" the existing residents service which could happen if you could order a new service on any line you wanted.

[simon194]

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@jackiesa wrote:

I am moving home and trying to sort a new broadband line and get my existing Sky Q account and service transferred. I am being told I can't start a new broadband line as the existing residents have ended their BT line and until I move I can't start it up again. I am also being told I can't cancel my own BT line at my current address.

seems like absolute nonsense- has anyone else had the same problem?

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The existing residents cancelling their broadband will cause a problem because the line will be "tagged" until any outstanding bills are paid by them and no service can be ordered until the tag is cleared.

One way round would be to get Sky to book a "new line" install because most properties have two pairs available. This will cost more but gets round the problem of the "tagged" line. I'm not sure how much Sky charge these days for a new line but the last time I ordered a new line with Sky, it was an extra £39.