Previous tenant not cancelled

[JulieBird]

We have become tenants at a new address and broadband providers say the linevis active but unavailable as the previous tenant has not cancelled their contract with Sky. She has left the property in debt and we cannot contact her to cancel. We would like broadband partial fibre but are repeatedly being told its unavailable due to this...I don't know what to do if Sky will not close her contract/line

[JimM1]

@JulieBird As you have established at least the line is active, NO isp will be able to get it due to the debt situation with the previous, surprised that sky cannot answer you what is the best way to do it, and get hold of the line, you are best to deal with sky if you are at least going to take them as your provider.

[Chrisee]

@JulieBird unfortunately you will have to be patient Sky will release the line but there is a process to be followed which as a third party you cannot initiate.

[JulieBird]

Thank you...I feel the issue is that nobody ( Plusnet,Openreach or Sky) are initiating this process and are simply repeating that they can't do so. 

[jamesn123]

@JulieBird 

An alternative solution would be to request a new line rather than a takeover of the existing one. This can sometimes come at a cost depending on the ISP but it might be an option for you. I would note that Sky don't offer this option at all though so you would need to go with a different ISP.