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What happens during a new phone line installation

If you’ve ordered Sky Broadband or Talk and you don’t have a suitable phone line, we’ll need to install a new one before we can activate your new services.

Here’s what will happen. 

On your installation day

  • What happens on my new line installation day?

    An Openreach engineer will visit your home within the time slot we’ve already given you, to install the new line.

    They’ll need to do some work inside and outside your home, and once it’s been installed they’ll need to test your line to make sure it’s working.

  • Do I need to be home for the engineer?

    Yes. The engineer will need access to your home to install your new line.

    You’ll need to:

    • Ensure someone's home for your whole time slot and for a couple of hours afterwards, just in case your engineer arrives towards the end of the slot. 
    This person can be either:

    • The account holder, or;
    • Someone aged over 18, who can make decisions about the installation, such as where your new master socket and cables should go, and be able to sign off the installation when complete.

    If landlord permission is required to complete any work, please ensure this is agreed prior to the visit. 

    Keep your mobile phone free around the time of the visit in case we need to call you.

  • When will the engineer arrive?

    Where possible, the engineer will contact you on the day of your visit to let you know what time they expect to arrive.

    Please note: If the engineer loses their phone signal or doesn't have an accurate contact number, they may not be able to contact you prior to the visit. If they're close by and will arrive at your property soon, they may choose not contact you before they arrive.

  • What work will the engineer do at my property?

    Every installation's different, but your engineer will usually:

    • Discuss and agree where your new master socket and cables should go, inside and possibly outside your home.
    • Work inside your home to set everything up. This could also be at your local exchange or in the street, but not in loft spaces.
    • Run cables along walls or skirting boards. Cables can't go under carpets or floors, and the engineer may need to carefully drill some holes.
    • Test your phone line to make sure it works.

    The install should take about an hour from the point of drilling into your wall.

  • What if I live in a flat or apartment?

    Depending on how many flats or apartments are within your building, there may be an Internal Distribution Point. This is a connection inside your building that feeds into the telephone communications network outside, so that you and your neighbours can enjoy phone and broadband services.

    The engineer will need to work on this connection while installing your line, so it’s helpful if you can tell them where it is.

    Here’s what we recommend for a problem-free installation:

    1. Ask your landlord or building manager, or maybe your neighbours, where your telephone distribution point is and how it can be reached. If it's in a locked room or somewhere inaccessible, make arrangements for the engineer to be able to access it on your installation date.
    2. Be prepared to show the engineer where the distribution point if they ask you.

    If necessary, you can reschedule your engineer visit*.

    *If you've ordered Sky Talk but not yet had your services activated, or if you’re not with Sky Talk, calls to 03 numbers cost the same as calls to 01 or 02 numbers and are included in your calls package. If you don’t have a calls package, charges may apply, check your provider’s tariff guide.

  • What should I do if my engineer hasn‘t arrived?

    In the unlikely event that your engineer hasn't arrived, or hasn’t contacted you by the end of your confirmed appointment slot, here’s what will happen next:

    1. Sometimes, it can take some time for Openreach to notify us of the work they were unable to gain entry to the property or complete the work.
    2. When we receive notification from Openreach, we'll send you a text message or an email to invite you to make another appointment. 
    3. Unfortunately, we need to wait until you've been sent this message to allow us to book a visit, so please wait until you get it before trying to contact us.
    4. If you haven't had a notification from us within 24 hours of your appointment time, please contact us*.

    *If you've ordered Sky Talk but not had your services activated yet, or if you’re not with Sky Talk, calls to 03 numbers cost the same as calls to 01 or 02 numbers and are included in your calls package. If you don’t have a calls package, charges may apply, check your provider’s tariff guide.

  • Will the engineer install my Sky TV too?

    No, the Openreach engineer will only install your phone line.

    If you’ve also ordered Sky TV, this will have a separate activation date. Visit Manage to track your Sky TV order.

  • Can I reschedule or cancel my engineer appointment?

    Yes. You can reschedule your engineer appointment up to 3.29pm on the working day before your engineer is due to visit.*

    Please note: We're unable to bring your visit date forward.

    If you need to cancel part of your order, please read this article.

    If you've ordered Sky Talk but not had your services activated yet, or if you’re not with Sky Talk, calls to 03 numbers cost the same as calls to 01 or 02 numbers and are included in your calls package. If you don’t have a calls package, charges may apply, check your provider’s tariff guide. 


Tracking your order

  • My router hasn't arrived

    We'll have sent you an email or text when your Sky Hub was dispatched. You can also track your router delivery in Manage - you’ll need to set up a Sky iD first, if you haven’t already done so.

    Your Sky Hub should arrive three to five days after it was dispatched, though sometimes your services may become active before it arrives.

    If your Sky Hub hasn’t arrived five days after your dispatch confirmation email, please contact us.*

    * If you've ordered Sky Talk but not had your services activated yet, or if you’re not with Sky Talk, calls to 03 numbers cost the same as calls to 01 or 02 numbers and are included in your calls package. If you don’t have a calls package, charges may apply, check your provider’s tariff guide.

  • How do I track my order?

    Visit Manage to track your order. You’ll need to set up a Sky iD first, if you haven’t already done so.

    You can follow every step of your order from Manage, including:

    The products and subscriptions you've ordered.

    Your phone number.

    Your router delivery progress.

    Your engineer appointment slot – remember your engineer may not arrive until right at the end of your appointment slot.

    An estimate of your first bill – this may be higher than you are expecting, so please take some time to understand our billing process.


Setting up your broadband

  • When should I set up my broadband?

    Once your engineer leaves, you're ready to set up your Sky Hub which you should have received in the post. You can track your router delivery from Manage.

    You'll find a handy set up guide in your Sky Hub box, plus there’ll be on screen prompts for you to follow.

    For best results, we recommend you connect your Sky Hub to the master telephone socket that the engineer has just installed.

    You can also get additional help by following our help guide.