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Moving from Sky - what do I need to do?

Sumilidon
Newbie
Posts: 3
Registered: ‎12-01-2023

Moving from Sky - what do I need to do?

Hello all.

 

I am moving from broadband with Sky to full fibre with Plusnet.  Back in the day, my new provider told my old one and that was that.  In this case however, it doesn’t need the landline.

 

has anyone swapped before and if so, does Sky cancel the broadband and landline for you or do you need to separately cancel that?

6 REPLIES 6
Baldrick1
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Re: Moving from Sky - what do I need to do?


Moderator’s Note

This topic has been moved from Full Fibre to My Order

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Townman
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Re: Moving from Sky - what do I need to do?


@Sumilidon wrote:

I am moving from broadband with Sky to full fibre with Plusnet.  Back in the day, my new provider told my old one and that was that.  In this case however, it doesn’t need the landline.

That is a really good question.

Generally Sky provide their over LLU as SOGEA, with the voice service being VoIP.  When transferring like for like to Plusnet, Plusnet need to reimport the voice service, convert the SOGEA line and reinstate it with BT Openreach.

When moving into Plusnet from some other ISP and switching to FTTP there is a choice of retaining or not retaining (losing) the existing phone number.  If the user does not want to retain the number, Plusnet takes over the existing line and ceases it.  If the user does want to keep the number then the existing service is left as is with the current supplier and it is up to the customer to deal with their existing supplier to sort termination.

 

That is all fine and dandy for most inbound migrations, but if an existing Sky (and I guess Now) user does not want to retain their number the import / SOGEA / cease process all seems nugatory...

@Gandalf - How does Albert advise please?

NOTE OF CAUTION: If this comes down to the user having to initiate the termination with Sky, it would be unwise to do so before the new FTTP service was actually commissioned.  BTOR FTTP installation delays are legion.  Cancelling the existing service against a forecast date, could be foolhardy, leaving the user with not internet service at all.

 

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Gandalf
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Re: Moving from Sky - what do I need to do?

Hi @Sumilidon, welcome to our Community Forums!

From what I can see when you signed up online the option you chose was to leave your phone line intact when we install your full fibre service and having checked your order I can confirm that's the case, so you'll need to call Sky to cancel. As Townman suggests, might be worth waiting until your full fibre is installed so you can be sure there'd be no downtime, although there may be some overlap in charges if Sky ask for a notice period, if you go ahead with this approach.

@Townman, the existing line is indeed SOGEA and as it's still a copper line, similar to normal WLR lines, we can cease the line, should we place a migration order to full fibre, rather than a standalone full fibre order.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Sumilidon
Newbie
Posts: 3
Registered: ‎12-01-2023

Re: Moving from Sky - what do I need to do?

Hi @Gandalf.  I was not given any option to have my landline cancelled at the same time. I specifically looked out for this due to the notes regarding Full Fibre not requiring a landline.

 

I have spoken to Sky who have refused to cancel my landline with the notification from Plusnet,  They said I need the exact date from you, I then need to tell them and that there will be a seperate cancellation period.

 

As I did not have the option at the time, could you add that to the notification to Sky to also cancel the Landline?  if not, how can I cancel my order with Plusnet?

Gandalf
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Registered: ‎21-04-2017

Re: Moving from Sky - what do I need to do?

That sounds a bit odd. Sky should be able to cancel your service with a notice period just like if you were wanting to cancel without moving to another provider. However if you'd like us to place a migration order instead then unless we're able to change the order we've placed with our suppliers, then it may be worth giving our Customer Options Team a call on 0800 013 2632 to close your existing account and open a new one.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Sumilidon
Newbie
Posts: 3
Registered: ‎12-01-2023

Re: Moving from Sky - what do I need to do?

@Gandalf Is there a trick to getting through on the phone?  Been waiting for an hour now for someone to answer.

 

update:  After 70 minutes they answered but said that they cannot pass those instructions to sky.  I have to tell them separately which sky obviously then said they would likely end up continuing due to notice period.  Not worth the hassle so I have cancelled by order with Plusnet