Booking your home move

You're all ready to book. You'll need to speak to one of our Home Move experts to book an engineer, who'll get everything set up at your new home.

We've put together a useful guide, to help you get ready for your chat.

Your engineer visit

A responsible person who’s authorised to make decisions (things like where to drill holes, place your dish, run cables etc.) aged 18 or over, needs to be present for installation.

For health and safety, our engineers can’t install anything if there’s scaffolding on your property, and they might not be able to if your walls are cladded. They’re insured and trained to work in lofts but will decide if it’s safe during the visit.

If your property is a new-build or flat with a dish and cabling pre-installed, the warranty will cover only the Sky box - you’ll need to contact your property manager for additional work.

Your bills

There'll be some changes to your first bills after you're all settled at your new home. They'll work in a similar way to your very first bills when you joined us. Depending on which products you've got, they might be slightly different.

Broadband and Talk

When we book your home move, your broadband and talk will stop at your old address. Because you pay in advance, we'll refund any over-payments you've made for that month. When you're all up and running at your new home, we'll start billing you again. The first bill after you've moved includes the charges for your broadband and talk from the date we switched them back on, up to your next payment due date, then for the month in advance.

  • We'll let you know about any installation charges, or changes to your broadband and talk package costs when we book your home move. You'll also get an email or letter to confirm.

Cancelling or rescheduling

We need 48 hours notice to cancel or change the date of your visit. This allows us to make sure your services remain active at your current home. If you cancel or change it on the day or the day before, there might be a £25 charge added to your next bill. You can make changes to your home move online without having to get in touch.

If we're sending a BT Openreach engineer to install your phone line, you'll need to contact us. Get in touch by using the options below. We'll cancel your home move or delay the date for you.

Sky Go

When your broadband is up and running at your new home, you can watch the shows you love on Sky Go.

We've launched a new version of the Sky Go app featuring:

  • Improved mobile friendly layout
  • In-page navigation
  • Personalised recommendations
  • Connection to your Sky Q box – download your recordings onto the app before you move to watch them whilst you wait for your Sky Q box to be installed at your new home.

Want to know more? See our guide.

Sky Mobile customer? Stream Sky Go on your mobile or tablet without using any of your data.