Who contacts old provider?

[Lucy81]

I have just signed up for sky broadband to start in 2 weeks time. What happens about my current provider? When I called to cancel they gave me a code and said my new provider will need it to switch over. But sky haven't asked for this code. Any idea if sky contacts them to switch over?

[cookiemonsteruk]

@Lucy81 

Who was your old provider?

Usually only mobile phones require a code

[SKY1992bf]

@Lucy81  Providing the current provider uses the openreach network, sky will contact them directly, you don't have to give that code to sky as it doesn't have anything to do with the switch.

if the current provider doesn't use openreach then sky aren't able to contact them and you are responsible for initiating the cancellation of old services 

[Lucy81]

Shell energy broadband who have just been taken over by Octopus who are using talktalk as their Internet provider 🙈 My contract is up with them but they wouldn't let me actually cancel they said I need a code for someone else to take over?

[cookiemonsteruk · Accepted solution]

@Lucy81 

And they are owned by carphone warehouse and they all use openreach.  So sky will switch your broadband services over and notify shell/octopus/talktalk without the need for a code.  

[GD1]

@Lucy81  That would be Octaplus Broadband, not Octopus who are a Energy provider. The 2 are not the same company, just have similar names.

[Lucy81]

No, it's definitely octopus energy who have taken over shell. It says in my email.

[Chrisee]

@Lucy81 you do not need a PAC code to move broadband supplier if both use the same Openreach line. Do not cancel with Octopus Energy who you are right took over Shell Energy's retail operations for both power and broadband and promptly did a deal with Talk Talk to dump the broadband operation as that isnt part of their business model. 

The support function of Shell Energy has been a mess for ages so simply you were given duff advice when you called in. Place an order with Sky do not cancel with Shell/Octopus/Talk Talk Sky will handle everything using the One Stop Switch process Ofcom require.