Moving Home FAQs

If you have any concerns before you move, or during the process, please see our frequently asked questions.

My Sky box does not work at my present property. What do I do?

We can book a move and service visit for you at the same time. There will be a charge for the service visit if you are out of warranty, this will ensure a repair or replacement with a new warranty. Please tell us that your box is broken in the additional comments box while you are arranging your move online.

One of our Home Move Team will contact you to chat through the options. If you don't let us know in advance, the engineer won't be allocated enough time or have a replacement box allocated to your job.

You might also want to consider our Sky Protect repair plan.

Can the engineer set up Sky in more than one room while installing my existing equipment?

If you tell us your requirements in the additional comments box when arranging your Home Move online, we will contact you to discuss the options.

Are standard Home Move visits free of charge?

The majority of home move installations are standard, and free of charge. This will be established by our engineer on the day of the visit. A standard installation covers:

• Installing your dish and Sky box(es).
• Connecting boxes to a standard BT type master socket.
• Neatly running cabling external and internal (e.g. skirting boards, door frames etc).

In some cases examples of a non-standard installation could involve:

• Difficulty accessing the dish location safely using standard equipment.
• Concealing cables (in lofts, cavity walls, under floor boards).
• Installation of additional cabling to link to a communal system.

Non-standard installations may need to be carried out by independent engineers who may charge for the work – this will be agreed before any further booking is made. Third party charges may apply for Sky Broadband and Sky Talk.

Why can't I book an engineer for the day I move in?

Even the best laid plans don’t always go smoothly. If our engineers arrive before you have managed to gain access to the property, we wouldn’t be able to wait for you to get in and set up the TV. On moving day you have enough to worry about so it is better for you to get into the new house, decide where you want the TV and have us come the next day or day after to set it all up.

Can I choose a time slot?

When you are booking your installation you will be able to choose from a list of available dates. We will do our best to install Sky TV on the date you select and will confirm the date by email once your order has been processed.

On your allocated date, you can request a morning or afternoon installation time, either between 8am and 1pm, or between 12pm and 5pm. This is however, unavailable in some areas. In these areas, our 'all-day call' policy applies.

Our engineer could arrive at any time during your allocated slot, so if you've booked a morning slot and you are the last person they call on, the engineer may arrive at 1pm and the installation would be finished some time after this.

Can I have an evening appointment?

Evening appointments aren’t available; our timeslots run up until 5pm. When you are booking your installation you will be able to choose a morning or an afternoon appointment if available.

Will the engineer go to my old house to get my dish?

No. We will bring and install a brand new dish at the new house, or if you already have a dish at the new house we can connect to Sky using the dish.

Does someone need to be in the house when the engineer comes?

Yes, the engineer will not enter the house if no-one is home. We need an adult (over the age of 18) present before we can enter the property, to make decisions regarding the satellite dish location and the cable route into the house.

Does the engineer need somewhere to park their van?

The engineer must carry heavy equipment from their van, so they will require adequate parking within a reasonable distance from your property.

Will the engineer be able to do the job if my furniture has not arrived?

Yes, as long as you have your TV and your Sky equipment from the old house there, and the electricity is turned on in the new house. Please ensure that the engineer has a clear path in the rooms where Sky will be installed. We can't climb over boxes and you should also make sure there aren’t any obstructions outside the house meaning we can't easily position the dish.

Can I still have my Multiroom boxes installed if the phone line isn't activated?

Yes, although you need to have any Multiroom box connected to a working phone line we will allow a grace period of six weeks when moving home to ensure that you have a chance to allow us to get your phone line activated. All you need to do is ensure that each box you have can be connected to a working phone line once the phone line is in place.

If I want the cables under my carpets will the engineer do that?

Sky engineers are not insured to enter the loft, crawl underneath floorboards or lift up your carpeting. You will need to agree on a route for the cable running between your Sky dish and your Sky box that does not require them to do these things.

If you lift the carpets back from the skirting before the engineer arrives then the cables will be under the carpet when you put it back down but the engineer won’t lift the carpets to lay the cable.

Can I share my dish?

We can't install to two different households from one dish, unless you have a communal dish which serves your whole block. Each Sky household needs their own dish.