Your Sky TV will be set up by a Sky engineer – they will not install your new phone line. If we need to send an engineer to your home to install the new phone line, this will be done by an Openreach engineer on Sky’s behalf.
Openreach (a BT Group company) are responsible for the UK’s communications access network – including the physical phone line that Sky provide our Sky Talk phone service over. Sky will request the Openreach engineer install one main phone socket at your address - we do not currently offer additional phone sockets.
You may not need an engineer if there is already an old phone line and socket at your address, or you are transferring your phone service from an unbundled provider such as TalkTalk.
We will confirm when you place your Sky TV and Talk order if an engineer will need to visit your home to install a new line, or if we can turn on/switch the phone line remotely.
We will also send you a letter after your Sky TV has been installed confirming if an Openreach engineer is needed or not, and the date that your phone line will be installed or activated remotely. If we do need to send an engineer to your home to install the phone line, this will be an engineer from our supplier, Openreach (a BT Group company), who are responsible for the UK’s communications access network – including the physical phone line that Sky will provide our Sky Talk phone service over.
We are unable to confirm an exact time for your phone line installation outside of the morning (9am – 1pm) or afternoon (1pm to 5pm) time slot that the Openreach engineer has been booked for – we apologise for any inconvenience this may cause.
We will confirm in writing the date and time slot (morning or afternoon) that your phone line installation has been booked for, if an engineer is required.
If you are transferring an existing phone number to your new Sky phone line, it may take up to two weeks after your TV installation for us to confirm your phone line installation date & time slot. This is because we need to secure the transfer of your current phone number from your existing provider before we can confirm the installation date.
To change your installation date or time without penalty you must contact Sky at least three working days before the appointment date. Please contact us as soon as possible on 08448 222 017.
Charges may apply if you need to change your installation date or time with less than three working days' notice, or if you miss the installation appointment or fail to make the necessary arrangements for the visit so it can not take place. In these instances, Sky will retain any fee you may have paid us for your first appointment and we will charge you a fee of up to £105 to arrange a second visit.
To transfer an existing phone number to a new Sky phone line you will need to provide us with the following information when placing your Sky TV and Talk order:
· The phone number
· The name of your existing phone provider
It will typically take us 3 weeks after your TV has been installed to complete your Sky Talk order as we need to work with your existing provider to transfer ownership of the phone number to Sky.
If you are switching from a cable provider to Sky, please do not cancel your cable phone service until we have confirmed in writing the installation or activation date for your new Sky Talk phone line. Cancelling your cable phone service before we have secured the transfer of your existing phone number may mean your current phone number cannot be transferred to Sky, or will no longer be available to transfer.
If you have ordered a new phone line from Sky, you can order Sky Broadband as soon as the phone line has been installed or activated – unfortunately we are unable to accept Broadband orders before the phone line is active.
Once your phone line’s up and running, simply contact us 24 hours after activation to order one of our great-value Sky Broadband services – Sky Broadband should be up and running 10 days after you order. To order Broadband, visit Sky.com or press interactive on your Sky remote control and follow the on-screen instructions.
Switching from a cable provider:
If you are transferring your cable phone number to Sky, please do not cancel your cable phone service until we have confirmed in writing the installation or activation date for your new Sky Talk phone line. Cancelling your cable phone service before we have secured the transfer of your existing phone number may mean your current phone number cannot be transferred to Sky, or will no longer be available to transfer.
To avoid disruption to your services, we recommend you cancel your cable broadband service after you have placed your Sky Broadband order and received a confirmed activation date from Sky for your new Broadband service.
Switching from an unbundled provider (such as TalkTalk):
Sky will work with your existing provider to transfer your phone service to your new Sky phone line – please note your unbundled phone and broadband services will automatically be cancelled when your phone line is switched to Sky Talk and your unbundled broadband service will stop working on this date. You will be without broadband until 10 days after you have placed your Sky Broadband order.
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