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    Please Help - Changed Phone Number can't get broadband

    This is a discussion on Please Help - Changed Phone Number can't get broadband within the Sky Broadband help forums, part of the Sky Broadband help and support category; 3 weeks ago i changed my home phone number with BT a week later my broadband was cut off. I ...

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      Dazzlew's Avatar
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      Please Help - Changed Phone Number can't get broadband

      3 weeks ago i changed my home phone number with BT a week later my broadband was cut off.

      I phoned SKY and gave them my new phone number but they have no idea when they can reconnect me. What do i do?


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    3. #2
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      Re: Please Help - Changed Phone Number can't get broadband

      ^^^ AFAIK your telephone number is the main link to your broadband service. Change that number and you need to apply for a new service on the new number. Why did you change it?

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      Re: Please Help - Changed Phone Number can't get broadband

      I changed it because my ex kept bothering me

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      Re: Please Help - Changed Phone Number can't get broadband

      Assuming everything goes OK, they'll need to cease and reprovide it. This process takes between 5 and 10 days to cease and then around 8 working days to reconnect.

      However, if (by the sounds of it) you have been caught by some system error, then there genuinely is no timescales but you're looking at 2+ weeks to get the system errors resolved before they can even start the reconnection process.

      Did they give you any more information at all?
      I am not posting officially on behalf of Sky. I am posting individual thoughts and advice.
      Sky Broadband Provisioning: 08705 515 515 - Option 1, Option 1, Option 3

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      Re: Please Help - Changed Phone Number can't get broadband

      Quote Originally Posted by Dazzlew View Post
      3 weeks ago i changed my home phone number with BT a week later my broadband was cut off.

      I phoned SKY and gave them my new phone number but they have no idea when they can reconnect me. What do i do?
      if it's a changed number it is possible to get the service cancelled and provisioned at the same time. Basically it takes 7 working days to get the servicde cancelled and simultaneously there can be a provide order on the new line assuming it's clear for a broadband order. It's risky because if there is a problem in the cancel then you're stuck with a messy situation but if it goes through correctly you could have a service on the new number within 10 working days
      It doesn't get better than this band lol

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      Re: Please Help - Changed Phone Number can't get broadband

      Quote Originally Posted by jonny1st View Post
      if it's a changed number it is possible to get the service cancelled and provisioned at the same time. Basically it takes 7 working days to get the servicde cancelled and simultaneously there can be a provide order on the new line assuming it's clear for a broadband order. It's risky because if there is a problem in the cancel then you're stuck with a messy situation but if it goes through correctly you could have a service on the new number within 10 working days
      That does rely on finding an agent willing or able to do it
      I am not posting officially on behalf of Sky. I am posting individual thoughts and advice.
      Sky Broadband Provisioning: 08705 515 515 - Option 1, Option 1, Option 3

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      Re: Please Help - Changed Phone Number can't get broadband

      Quote Originally Posted by TSx View Post
      Assuming everything goes OK, they'll need to cease and reprovide it. This process takes between 5 and 10 days to cease and then around 8 working days to reconnect.

      However, if (by the sounds of it) you have been caught by some system error, then there genuinely is no timescales but you're looking at 2+ weeks to get the system errors resolved before they can even start the reconnection process.

      Did they give you any more information at all?
      They just keep saying ring back in 1 week, which is not customer service. I've now had 1 complete month without a service which i've not used but paid for and i'm now into the second month.

      How can i escalate?

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      Re: Please Help - Changed Phone Number can't get broadband

      Ring up, complain, explain the situation and request escalation to a team leader/ manager.

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      Re: Please Help - Changed Phone Number can't get broadband

      If you mention complaining, you'll be given the stock "For complaints you need to write in"
      I am not posting officially on behalf of Sky. I am posting individual thoughts and advice.
      Sky Broadband Provisioning: 08705 515 515 - Option 1, Option 1, Option 3

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      Re: Please Help - Changed Phone Number can't get broadband

      it only takes 24hrs to cancel down the product (if it's going through SRT - which it should be). it'll then go through as a new order and take as long as it did the first time, usually around 10 working days.....ask CS if there is no active service and if there isn't you can go through sales and re-order yourself rather than wait for SRT to call you to re-order...
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