Switching to Sky from a different provider is easy and we'll let you know what products are available for you when you place your order.
1. Your current provider
- Switching from Virgin Media
If you're switching from Virgin Media, we’ll need to switch on your inactive phone line (if you have one) or provide you with a new Sky line.
This means you’ll need to cancel your services directly with Virgin. To avoid loss of service, tell Virgin your confirmed Sky activation date so they can cancel their services as close to your Sky activation date as possible. Want to change your Sky activation date?
- Switching from non-cable (BT, TalkTalk, PlusNet, non-cable Virgin National, EE, O2)
If you’re joining from a non-cable provider, Sky will work with your existing provider and you don't have to do anything. Your old phone and broadband services will automatically be cancelled and they'll be transferred to Sky.
The switch will take approximately two weeks from when you place your order with us. On the day of the switch, expect to have no dial tone for around five minutes, followed by 20 minutes of not being able to receive any incoming calls - that's just the switch taking place.
2. Keeping your number
In most cases, you can bring your old phone number with you.
To transfer your existing phone number, you'll need to let us know your existing phone number and the name of your existing phone provider when placing your order. Don't cancel your phone service with your existing provider before you place your order with Sky as we may not be able to transfer your number if you do.
If we can’t transfer your number or you’d like a new one, we’ll write to you with the new number a few days after your order is placed.
3. Your Sky Hub
A Sky Hub will be posted to you before the activation date of your phone line. Make sure you don't set it up before this date.
We may be able to switch on your new line remotely. If this isn't possible, we'll book an engineer appointment for a time that suits you.
We'll confirm when and how your line will be activated when you place your order. However, if you're unsure whether your line will be activated remotely or not, check your Order Tracking page.
Find out more about each process below:
- Remote activation
If your Sky Broadband and Talk is activated remotely, you don’t need to be home on your activation day. The engineer will connect you from the phone exchange/street cabinet and won't need access to your home.
Your services could go live anytime up to midnight on your activation day. We'll send you a text to confirm that your services are active. In the unlikely event that your services haven't gone live by the following day, please contact us so we can look into this for you.
If you need to change your activation date, call us up to 3:29pm on the working day before your scheduled activation on 03442 414 414.
- Engineer appointment
If you need an engineer to install your line, we’ll book you an Openreach engineer. Openreach are responsible for the UK’s communications access network. The Openreach engineer will install one main phone socket at your address - we don't currently offer additional phone sockets.
Before your appointment
If you live in an apartment block, all phone lines in your building are linked to a telephone distribution point. Try to find it before the appointment and make sure your engineer can access it on the day. Ask your neighbours, landlord or building manager if you're not sure as it could be locked away or somewhere hard to reach.
What happens during your appointment
On the day of your appointment, your engineer will visit within the appointment slot we’ve given you. They’ll need to do some work inside and outside your home, so make sure someone aged over 18 (who can approve any extensive work needed) is home for your whole appointment slot, as well as a few hours afterwards in case your engineer arrives towards the end of the slot.
Keep your mobile phone free around the time of the visit in case we need to call you.
Your engineer will install your new master socket, set everything up in your home, and run cables along walls or skirting boards.
Changing your engineer appointment
Change your appointment up to 24 hours before on our Order Tracking page.
If your engineer doesn't arrive for your appointment
If your Openreach engineer didn't come, contact you, or was unable to gain entry to your home, it can take a little time for Openreach to let us know.
When we hear from Openreach, we'll send you a text message or an email to invite you to make another appointment. Unfortunately, we can’t book a new visit until we've sent you this message.
If you haven't heard from us within 24 hours of your appointment time, please contact us.
And that's it - you're switched to Sky Talk.
Got a new number and not sure what it is? Go to Manage, or use your landline phone to call a mobile device and then note down the number that appears on the mobile.