There are several steps we need to take in order to get your Sky Broadband and/or your Sky Talk package set up at your new address. Here’s what you need to know, and a few things you may need to do before you move.
Sky Broadband availability at your new address
When you tell us you're moving, we'll tell you which Sky Broadband products we’re able to provide in your new home.
Our ability to set up Sky Broadband at your new address depends on the telephone exchange that serves your new address, and whether your new home is within a Sky Broadband network area.
Just to let you know, although we can be quite sure you’ll be on our network, we can’t be absolutely certain until your phone line has been switched on.
No BT-compatible phone line?
To get Sky Broadband at your new address, you need to have BT-compatible phone line. BT can provide you with this information. Get in touch with them, being sure to tell them that you’d like to take your Sky Talk with you.
If you discover that you don’t have a BT-compatible line, you can order one from BT. Once it’s installed and switched on, it’ll need to be active for five working days, after which you can order Sky Broadband at your new home.
Installing Sky Broadband at your new home
Before we can set Sky Broadband up at your new home, we need to switch off the service at your current address. This takes around ten days, so make sure you give us enough notice. As part of this process, you may receive an automatically generated letter saying that you're leaving Sky broadband. Don’t worry it’s just a formality.
Once you’ve moved, and your new phone line is up and running, simply place an order for your new Sky Broadband service. It’ll take around ten days to be set up and switched on.
What to do with your microfilters
Before you leave your old home, don't forget to unplug your microfilters from the telephone sockets and take them with you. You’ll need to install them correctly at your new home in order for your Sky Broadband to work properly. If you’re not sure how, go to our Check your microfilters article for help.
Once your phone line is active, plug your Sky Broadband router into your phone socket via your microfilter, as outlined in the Check your microfilters article. Then look for the signal in 'available wireless networks' on your computer or mobile device. You can continue to use your existing network password.
How long before I get Sky Broadband and Talk?
It usually takes about two weeks to get a phone line working. However, there are a few checks we need to carry out before we can say for certain.
If you’ve ordered Sky Line Rental, we’ll need to check whether there’s an existing compatible phone line at your new home. Then we’ll be able to confirm how long it’ll take to get your line working, and whether it’ll require an engineer visit. Our advisor can do this for you when you order your new Sky Broadband and Talk package.
Your Sky Talk calls package will be activated at the same time as your Sky Line Rental.
Your Sky Broadband may be switched on at a different time. It depends on whether your new home is in a Sky Broadband network area. If it is, your Sky Broadband will be switched on at the same time as your Sky Talk and Sky Line Rental. Otherwise, your Sky Broadband will be activated about ten days after your phone line rental and calls package becomes available to use.
If you have your telephone line rental with another provider, just let us know when your line is active. Then we can order your Sky Broadband & Talk.
Is your phone BT-compatible?
If you’re only moving your Sky Talk package, you need to make sure you have a BT-compatible phone line at your new address. You can get this information from BT by calling them directly and make sure you let them know that you want to take your Sky Talk with you.
If you find that there’s no BT-compatible phone line in your new home, you’ll need to order one from BT.
We can install a new phone line for you if you’d rather have Sky Line Rental instead.
Your Sky Talk package will remain active throughout your move, and you’ll be charged for any calls you make, in line with your Sky Talk package.
When to order Sky Talk
When your new BT line has been working for five working days, get in touch with us to arrange Sky Talk at your new home. Please note, you should only order Line Rental with the Unlimited Weekend plan from BT if you intend to remain with Sky Talk, if you select a chargeable calls package from BT you may be subject to a contract with BT and minimum terms.
It usually takes 14 days for your line to become active with BT. It’ll take a further 14 days for your Sky Talk to be switched on once you’ve ordered it. BT will charge you for any calls you make on their call package before your Sky Talk plan becomes available.
No phone sockets at your new address
If you don’t have any BT-type phone sockets in your new home, you’ll need a visit from a BT Openreach engineer. We can arrange this for you when you place your Sky Talk order.
Rearranging telephone engineer visits
If you’re not going to be available on the day and time you've booked your engineer visit, please try to let us know.
When are Sky telephone engineers available?
Our telephone engineers can visit you on any week day apart from bank holidays, so it should be easy to find an appointment that suits you.
Can the engineer install another telephone point?
No, you’ll need to speak to an independent telephone engineer about adding additional telephone points.