closing down of sky talk

[Sharon122]

Hello

I adminster the account of my 90+ year old father and blind mother. They have Sky Q and Sky Talk landline. No mobile and no internet. I have just had an emil, with no prior contact, to say that Sky Talk and Broadband are being upgraded to fibre from August 2026. I phoned Sky and spoke to a respresentative to say that they do not have roadband and only have a landline. The rep said that despite my parents ages and situation there is no package that they can continue with unless they have broadband installed. The rep also told me that my parents' address will not be upgraded  /cut off until January 2027. I am concerned about whether this is true considering the email I received giving August as the cut off date. I asked for written conformation and the text I have received just said that the service will change BY January 2027.

Is anyone else in a similar situation or has knowledge of what is happening? Specifically:

How do I find out for certain what the cut off date will be? I've tried various places on the website, googling and using the virtual assistant.

 Am assuming that this will affect them as they do not have broadband - unless somehow Sky Q and their phone is provided via broadband without them having access to the internet or paying for any internet package. Is this possible? I do not live near them and was not around when Sky Q was set up. There is an hdmi cable which goes in to the Sky Box but that is all.

Is it possible for  Sky just to say that there is no alternative service for disabled and elderly people with no mobile or internet? My parents also have Lifeline pendants running through their phone line which are essential in case they fall.

The rep told me that their TV access will not be affected by the upgrade. Is this true?

Would really appreciate any help as this is very worrying.

[PandJ2020]

Sky Q is primarily a satellite TV system - whilst having Internet connectivity isn't strictly required it provides more options with it.  (Which itself may be ending in the next 3-4 years)

AIUI the switch-off is to be completed by January 2027.

Sky's help page is here: https://www.sky.com/help/articles/upcoming-changes-to-your-sky-broadband-and-talk-service

If they want to maintain a land line then they will need a broadband connection.  (Although, for my parents BT have done this at the exchange and maintained a copper connection to the house without any Internet connection)

In theory, they might be able to move to a broadband option without additional cost.  (And simply plug their phone into the new router)

You'll probably need to contact the company providing the pendants to see if they are compatible or need updating too.  Are you sure they don't use cellular connectivity?

[Sharon122]

Thank you! Do your parents have Sky Talk? If not I assume I might need to change providers for my parents  -if that still possible for BT. My parents don't have all of the extras on Sky Q that go along with broadband access - like catch up etc  -so assume they don't have any 'internet'.

[PandJ2020]

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@Sharon122 wrote:

Do your parents have Sky Talk? 

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No - they've always been BT.

...but the VOIP migration was done at the exchange and a legacy copper connection maintained.  I do not know if this is an option for every local exchange.  It's called 'SOTAP' and allows Digital Voice.  It's a bridge before fibre is rolled out further (especially for rural locations).

Ultimately, Sky do not provide any services themselves - OpenReach provide the infrastructure but I do not know what Sky can front but Broadband with a router may be their preferred route. 

[PandJ2020]

It may be worth posting in the Talk forum as well: https://helpforum.sky.com/t5/Talk/bd-p/SkyTalkTechnical

That part of the forum can probably provide more info.

Sky Q will continue, for now, unaffected.

[MightyQuinn]

Hi @Sharon122   To be clear, the PTSN exchanges are due to be shutdown in January 2027 for all providers, including BT and Sky. In fact everyone on the Openreach network.

[Sharon122]

Thank you. It is just very frustrating that this is the first info I've had from Sky about it  -and leaves me very little time to get alternatives sorted for my parents. I've checked all my messages and nothing previously. I knew that BT were trying to change people over but had missed that would include Sky. It justs feels poor customer service that Sky offering no other options or help even though they have my parents down as vulnerable. Hard to sort out at a distance esp as I am not technical.

Anyway I'll stop moaning!! Thanks for reply

[MightyQuinn]

Hi @Sharon122   It was announced in November 2017 according to Google.

[Sharon122]

It just did not cross my mind that might affect their Sky package and they have had nothing from Sky about it. My bad!!

[TimmyBGood]

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@Sharon122 wrote:

 I knew that BT were trying to change people over but had missed that would include Sky. 

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One source of confusion is that it's Openreach making the change, and Openreach Ltd is a BT Group company (although no longer with any BT branding, and required by Ofcom to be operationally independent as the monopoly maintainer of the national telecoms network)

[simon194]

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@PandJ2020 wrote:

You'll probably need to contact the company providing the pendants to see if they are compatible or need updating too.  Are you sure they don't use cellular connectivity?

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The company that provides the Lifeline unit should ave already swapped it for a cellular based one. They upgraded my Mum's at the end of last year.

Best to check though.

[Vicky+Hawk]

Hi there, am in a similar situation with an elderly relative. I've registered her as vulnerable and filled out the form to say she can't get a mobile signal but haven't heard back from Sky yet. How long does it take for them to get in touch? She is 100% reliant on her phone, has no neighbours etc. 

did you get this sorted for your folks? Any tips? I am so worried and cross,

[Mark39]

 @Vicky+Hawk it was only yesterday that you completed the forum. You might need to give Sky a bit longer than one day to respond. 

[Vicky+Hawk]

Well that's why I was asking how long it usually takes to respond.

[Sharon122]

Hello Vicky,

I managed to speak to someone at the accessibility dept of Sky who was very helpful  -might be worth trying to be put through to them. However that person confirmed that it would not be possible for my parents to stay with Sky Talk unless they were preparared to have full internet installed. That was not an option for us. The lady from Sky said we'd need to move to BT  - which could provide Digital Voice with only basic internet access needed (ie phone would still need to go through router but it would be free and simplified system which would only be used for phone and not other internet access). She said that my parents should be able to keep their phone number (again, essential) AS LONG AS we did not cancel the SkyTalk until the changeover had taken place. I then contacted BT. 5 calls and 4.5 hours later think we are getting somewhere! I was given a lot of wrong information by several BT staff regarding what was available and pricing. I eventally spoke to the telecare team who confirmed that my parents can have the basic Digital Voice connection and unlimited UK calls for about £30 per month and that can keep phone number. Can also have free battery pack for power cuts given their lack of mobile phone. The engineer from OpenReach coming out next week so will not know until then how easy installation has been and what the pros and cons of changeover are. I suspect there will be no pros   -but if there are no major cons I'll be happy! Good luck with your parents' issues   -the important thing is finding right people to contact about this.