I think this is a case of BTWh making a male hen-up of it and blaming Sky. Unfortunately, Sky's customer support is not what it should be or this would have been sorted out, but that does not mean they are solely to blame. Sky do not seem to have any 'pull' with BT, in fact do not seem to be able to communicate with them at all until it gets up to T3, by which time the damage to customer relations has been done. Until they head-hunt some top staff from other ISPs, things will not improve and they will continue to loose potential customers like you.