You should request a MAC from us to ensure minimal disruption to your broadband service. This process does not apply if you want to move to a cable broadband provider and you are in a cable area. You can ask Sky for your MAC by calling us or completing our online form (look for the form and our telephone number under 'Sky Broadband' on our Contact Us page) or write to us at:
Sky Broadband Subscriber Services
PO Box 43
Livingston
West Lothian
EH54 7DD
You will need to provide us with your Sky Broadband account details when requesting a MAC.
Once we have provided you with a MAC you should contact your new broadband provider with this information. You need to do this within 30 days of the date we issue your MAC as otherwise it will no longer be valid. If your MAC expires before you pass it on to your new broadband provider you will have to contact us again to get a new MAC.
If your new broadband provider accepts the MAC which Sky will supply you with, it will normally take around 10 working days to go live on their service. Your new broadband provider will be able to tell you when this will be. Sky Broadband will cease when your new broadband service is active.
If your new provider does not accept your MAC then you may need to remove your existing Sky Broadband service from your line before you can order a broadband service from your new provider.
We recommend you talk to your new provider to find out the best way of changing providers if they can’t accept our MAC.
If your new provider says that you must remove your existing Sky Broadband service before ordering your new broadband service, please contact our Customer Services Team and request the cancellation of this service. You'll find our details on the Contact Us page.
If you are not transferring providers or you have chosen a cable company to supply your broadband service, please advise us accordingly to allow us to cancel your Sky Broadband to ensure no further billings are applied. You'll find our details on the Contact Us page.
1. We cannot validate that you are the named Sky account holder (or an approved Sky account contact).
2. Your Sky Broadband service is currently in the process of being terminated (for example, if you have already asked us to cancel your Sky Broadband service before asking for a MAC).
3. Your Sky Broadband service has already been terminated (for example, if you have asked us to cancel your Sky Broadband service instead of asking for a MAC.
4. A MAC has been provided by Sky and is still valid (i.e. within 30 days of the issue date). In this situation Sky will remind you of the current MAC details.
5. You are a Sky Talk line rental and Sky Broadband customer and your service is provided over the Sky Voice and Broadband network, in which case you do not need a MAC as it would not be accepted by your new broadband provider.
If we are unable to provide you with a MAC we will let you know why.
MACs can’t be used in certain types of broadband moves, or it might be that your new broadband provider does not support automatic migrations using MACs. We recommend you check with the broadband provider you want to switch to.
We want to provide the best possible service, however, we understand that faults can occur and, when they do, we want to correct them quickly. We offer a comprehensive complaint handling process to solve your problem as quickly as possible.
When you call us, a customer service adviser will note the details of the problem and agree a course of action with you. If you are unhappy with the response you receive, you may ask for the matter to be referred to a manager for further investigation.
If you remain unhappy and wish to make a complaint about any failure in issuing you a MAC, please contact us via our Broadband enquiry form or write to us at:
Sky Broadband Subscriber Services
PO Box 43
Livingston
West Lothian
EH54 7DD
We will promise to investigate the matter and contact you as quickly as possible with a resolution to the problem and or a full explanation.
Further contact details for Sky can be found on the Contact Us page.
We use Local Loop Unbundling (LLU)* which gives us total end-to-end control of the broadband and phone service we offer you instead of 'renting' the connection from another provider. If your service is provided over our own network and you want to cancel, then you do not need a MAC.
If you want to switch one or more of your Sky Talk and Sky Broadband services to another provider, we will have to transfer you back to another network to provide your remaining services. When we do this, you may lose your services for a short time and, in the case of your broadband service this may be about 10 days (and it will depend on your new broadband supplier).
To cancel your Sky Talk and Sky Broadband service please Contact Us.
*Local Loop Unbundling enables operators such as Sky to add our own equipment to BT's copper lines. Some LLU connections are 'shared access,' meaning that internet service providers and a fixed-line telephone provider share the line, but we're switching to 'fully unbundled,' which means we have exclusive use of the connection.
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