New customer issues

[smgmax]

I placed an order on 16/8/26 for Sky Broadband and Talk and Sky TV essentials (moving from BT) and here are all the issues - 

* On 28/8/26 an Openreach engineer arrived to perform the switch. He encountered issues saying that only a phone line had been order and not Broadband. I phoned Sky with the Openreach engineer to explain the situation. 

When the engineer went to leave, his next job for the day was my broadband, so he came back and after some difficulties at the green box and the exchange he activated my Sky Broadband and said that Sky talk was also up and running - an analogue phone line (plugged in to the wall and not in the back of the router).

However , the phone line does not accept incoming calls and I understand that copper phone lines are being phased out. 

* my Sky account is still showing as pre-active and that I need to rearrange an engineer visit. I can assure you my Sky broadband has been working since the engineer visit on 28/8/26. 

* I have contacted Sky several times to try and resolve the phone issues only to be told they cant run diagnostics because my account is still pre-active.

* With multiple phone calls, (many of which I either get transferred and then the line goes dead or the rest I am just being told Sky  will call me back, never happens) I am still being told the account services have not been activated. One colleague even told me ‘despite what I may think, my broadband has not been actived’ which is completely untrue. 

* I have spoken to BT this morning and they say Sky may have sent 2 one touch switch details to them. On the 16/8/26 Sky emailed BT to say the switch would happen on 28/8/26 and then on the 19/8/26 Sky contacted them to say the phone switch would be on 29/9/26. BT still think I am a customer of theirs until 29th Sept.

I have made the decision to cancel everything I ordered with Sky and revert back to BT. However, after 2 more calls to Sky this morning to make the cancellation, I am being told that my order is still pre-active so they put me through to the cancellation team who never answered the call (all colleagues where in training so please phone back) 

I am beyond frustrated and just want this resolved so that I can go back to BT. 

[TimmyBGood]

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@smgmax wrote:

 I understand that copper phone lines are being phased out. 

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Eventually, yes, but not imminently.

The confusion is that PSTN (analogue voice service) is due to end nationally at the end of January 2027

Digital voice service will be running over copper circuits for years to come.

[-Heather-]

Hi @smgmax, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help get in touch with the right support team. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

[smgmax]

I managed to speak to someone on the chat function and while they were in the process of cancelling my switch, my broadband was cut off and then when I followed it up by phone, as I ihad received an email saying there was an issue with the cancellation, the landline was also cut off. So i now have no broadband and no phone yet email confirmation saying the contract / switch process has not been cancelled. When I look at my account this morning it says I made an order yesterday (1/9/26) and am awaiting an engineer visit. 

This whole process has been utterly ridiculous and still unresolved. 

I really dont understand how a company can mess things up so badly.