We need to have our BT master socket moved - Sky won't help -can anyone help?

[LesleyJ1]

We have been Sky customers since August 22. When the BT engineer came to install the telephone line for broadband he put the master socket into part of our bedroom window panelling at the back of the property as that's where the telephone lines are.  He said it was either this to do it instantly, or if we wanted the router etc elsewhere, he'd have to come back with more engineers. We agreed as we needed broadband quickly - although not ideal having the broadband router in the bedroom. As of Autumn 2023 we wanted to have window shutters installed in the property but the BT master socket box and the placement of the broadband router is preventing this. A second issue - we are now planning to install new music streaming system in living room but need the router there for connection to ethernet cable. We called Sky to ask if we could get a BT engineer to move the master socket/router and are prepared to pay for the work but they said it wasn't something they could do. We have consulted electricians and they've said we must get a BT engineer. How can we do that? We need the master socket box moved.  Has anyone had a similar issue? Can anyone at Sky help us to get a BT engineer to come out please? 

[jamesn123]

@LesleyJ1 

Not sure why Sky said they can't do it. What you want is called a master socket relocation and it costs £65.

I would try calling Sky again, this time quote the exact name of it 'Master socket reloacation'

[cookiemonsteruk]

@LesleyJ1 

Could you post your hub stats to determine your conoection type

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

Also is the phone via the router or thdm mastersocket

[TimmyBGood]

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@jamesn123 wrote:

@LesleyJ1 

Not sure why Sky said they can't do it. What you want is called a master socket relocation and it costs £65.

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From memory there's a potential issue where the broadband connection is over G.fast.

[cookiemonsteruk]

@TimmyBGood 

And i believe Sogea which since september will be all lines

[cookiemonsteruk]

@TimmyBGood 

The full list of what can't be relocated

relocate can’t be booked if:

• They live in a Multi-Dwelling Unit (MDU).
• Their Broadband & Talk isn’t active. Wait until after activation to request a relocate.
• Their Broadband & Talk is restricted.
• There's already an open Broadband & Talk order - this needs to complete before sending a request.
• There’s an open fault with their line - this needs to be resolved before requesting a relocate.
• Their Line Rental is on the non-Sky network or WLR3 voice.

I assume the last one refers to a non llu line

[LesleyJ1]

Thanks for your response James, will definitely be trying again.

[LesleyJ1]

Hi and thanks for your response. Not sure of stats and can't check right now. We don't use a phone but I think it would be via the router.