Moving to a new home with an existing connection.

[Joyee]

I am moving into a new home shortly. When i try to register for a connection, i see that a connection already exists at that property, probably from the previous tenant. I cannot proceed because the website asks me for a landline number which i don't have.  How can i get myself setup for a new account. I cannot get connected with the previous tenant, who would already have vacated the property by now.

[Chrisee]

@Joyee in these circumstances you will ha vecto call Sky and speak to their home move team. There can be issues whereca previous resident has moved out without either moving or cancelling their connection with their ISP. There are things thst can be done but they take time so dont leave it too late. There is anyway a 14 day leadtime for home moves..

[Joyee]

@Chrisee Thanks for your response. Do you have a number I can call sky at? When I try to call the regular customer care number, it cannot identify the number I am calling from and therefore doesn't take me anywhere and there doesn't seem to be a way around it.

[Chrisee · Accepted solution]

@Joyee all Sky numbers go onto the same IVR if you are nit using the number registered normally stay on the line to talk to an agent but the lines are mega busy so they may cut you off.

[Joyee]

Thanks @Chrisee

[themousehouses]

I want to keep my landline number when I move to my new home. It was possible 12 years ago when I moved to this home I tranferred my landline number... 

[Highlinder]

@themousehouses  There are different factors if you are going to be connected to the same exchange and you are sill within the same area you are now. We have seen instances that newer connections to fibre are routed to different exchanges and so the customers landline number does change.

[themousehouses]

I believe the same exchange (dealling with Sky is a pain. I am still waiting for my Discovery Plus to work since last week!!)

I was told that because I do no thave a mobile reception and if there is a blackout and I have to rely on my broadband to connect to a telephone  that Sky will not put in a telephone and broadband for me you see they tell me it  is becuse they have a duty of care towards me!!!  So now I have to buy  a satelite phone so that in the event of a blackout I will be able to call emergency services if I should need them!!

Great service and ,of course, when I asked if they could keep the  the existing phone number the answer was an empatcially NO  you are assigned to a new one ... 

Duty of care  joke-that has kept me laughing -  I am so angry at this diservice because everytime you call you get a different service.. so now I have to buy a satelite phone give them the phone number because my word is not good enough for them  and then they will book a person in  at a time that suits them not me...  so  there we go   

Thank you for your reply- at least you took the time to reply to my question even though you do not work for sky .. thank you so where is sky's reply on this post then?

[Highlinder]

@themousehouses  Why did they say no you can't keep your number when you move? Are you moving on to a FTTP  broadband and this has a different area code?

[TimmyBGood]

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@themousehouses wrote:

I was told that because I do no thave a mobile reception and if there is a blackout and I have to rely on my broadband to connect to a telephone  that Sky will not put in a telephone and broadband for me you see they tell me it  is becuse they have a duty of care towards me!!!  

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That is correct: following Ofcom advice, an ISP won't supply SOGEA broadband with VOIP telephony where the customer identifies themselves as being vulnerable in the event of a power cut.

This is meant to be applied to in-place upgrades, but as you've discovered it spills over into Home Moves.