Sky/BT activation issue

[Luca1808]

I had a sky activation date of today 01/10/2025 

I had no internet so I contacted sky to fix it 

at the same time my neighbour (bt broadband customer) got a message that is bt service was cancelled because he had sky service now 

sky told me that because of my order and address they cancelled the bt service on all the building flats (3) 

sky told me if I did connect my sky hub to my neighbour flat socked it would have connected to the internet 

so sky can disconnect ALL of the services in my building because of my order but CANNOT switch the right flat service on? 
my neighbour contacted BT and they said they did receive the cancellation/switch to Sky 

the only solution I got from Sky is to cancel my order and re-order the broadband/tv services 

my neighbour also got confirmation he will need to re-order his BT services 

please advise 

regards 

[Luca1808]

Thank you 

[JimM1]

@Luca1808 Have a look at the BTW wholesale and put all three addresses into it, if there is only one primary feed single dwelling then that may be the reason. Does each flat currently have a seperate and independent phone line feed?

BT Broadband

[Luca1808]

Thanks 

1 flat had sky from ages ago 

1 flat BT 

I had BT and switched to Sky 

No idea how they can mix things up as of course 2 separate individual account holders 

[Luca1808]

Surely if SKY can switch every account to them from BT they can switch my correct flat internet plug on 

? 

[JimM1]

@Luca1808 One would think so and appears that sky have got the whole thing wrong and it is now completely stuffed, bet you are not the most popular person at present. Wonder why OR did not even question it unless the wrong address got through the system and the neighbours is the one that got selected for the changeover! Just be sure that the other BT hub does NOT get disconnected, should work fine until sky sort it out if they can!

You need to call and speak to sky, the Forum cannot do anything for this, and you are not talking to sky direct!

[Luca1808]

Thanks Jim 

my neighbor was present when I was talking to Sky 

he could not understand how Sky could have asked for his BT account to be switched over to Sky... 

a bit of a nightmare but they told me ALL the services at my address have been "switched over" still my own Sky internet socket it's not working, the guy said that if I did plug my Sky modem on my neighbour socket it would work 

😂😂😂🤦‍♂️

[JimM1]

@Luca1808 The OTS one touch switching service looks like it got it all wrong, if there are 3 seperate lines into the flat then each are independant off each other, but DO not try your neighbours if he is still working on the BT Router that he has, if it was switched over it will continue to work, but as SOON as you try a sky hub on that connection then the BT Router will never work again on it as sky will take over and you will have to leave that sky hub at his address!

If your service is NOT working what has happened, where you on BT disconnected and requested to put the sky hub on the connection?

Take it that this is all Master Phone line socket connections or are you on Full Fibre to each off the flat's?

[Chrisee]

@Luca1808 whiever told you that Sky had disconnected all 3 flats to switch your service is at best confused and at worse so bacly trained to be dangerous. Sky have no direct control of the switching which is handled by Openreach who own the local netwirk and sell services to isps lime Sky and BT. Although Openreach are owned by BT they operate totally separate. 

At a guess the engineer making the switch picked up the wrong circuit and switched your neighbour's line not your's. Mistakes happen as engineers are human report the issue again to Sky hopefully this time you will get an agent who is awake/got a brain. Ask you neighbour to do the same and report yge loss of service to BT.

[Luca1808]

Thank you 

exactly what I was thinking 

apparently they switched over all of  the lines at 5 

I am flat 5a... 

my neighbor with BT is flat 5c

🤦‍♂️