Problem leaving Sky

Hi All,
My fathers neighbour has cancelled his subscription to Sky TV and inadvertently this has ended his Sky Broadband subscription. This has left him with no internet or phone for the last 3 weeks
I don't know the full story until tomorrow but he wanted to migrate to BT and I suspect he never asked for a MAC code from Sky before he cancelled the TV package. I am paying him a visit tomorrow to see if I can sort something out but can anyone advise as to the steps I might have to follow.
As far as I know BT have said that they can't connect him for whatever reason, I'm guessing because of the absence of a MAC code.
Should I contact Sky and explain the situation as I know he should have changed ISP before cancelling his Sky TV subscription. Any suggestions would be appreciated

Three possible problems.

1) Too late to get a MAC - depends when the cease on the broadband was/is booked for.
2) Line already ceased for broadband. i.e not possible to issue a MAC on a line without broadband
3) Telephone line with Sky on their own network. BT etc would need to provide a new phone line as they will not able to provide broadband on certain Sky phone lines.

Matt

Many thanks for that Matt, all questions I can put to him tomorrow, I'm suspecting number 1 and it's too late to get MAC, in which case any ideas on how to progress with BT ?

You need to find out what status the voice line is in. Is it a phone line on Sky's equipment or BT equipment?

If the former, you'll need to ask BT to take the line back and provide broadband at the same time.

If the latter, you'll need to ask BT to take over the line rental and they'll be able to place an immediate order for broadband as long as the line is not still tagged as Sky. Even if there is a cease going through, this tag will remain until the cease is complete and until then, BT will not be able to place a new order for broadband.

Matt

Thanks once again Matt, big help

In reply to a post by uno:

Three possible problems.

1) Too late to get a MAC - depends when the cease on the broadband was/is booked for.
2) Line already ceased for broadband. i.e not possible to issue a MAC on a line without broadband
3) Telephone line with Sky on their own network. BT etc would need to provide a new phone line as they will not able to provide broadband on certain Sky phone lines.

Matt

Turns out to be number 3 Matt and what a problem that has caused today I will post a new thread warning people of the dangers of cancelling Sky TV before migrating their BB first, nightmare situation. Thanks for the advise.

Well, if it was 3 - you'd not have been able to "migrate" the broadband in the traditional sense anyway.

You'd still have to contact the new phone provider and get them to do a SIM provide for the broadband at the same time as the phone. (Of course, you can do a SIM provide with many ISPs, not just the one you go to for phone).

Normally this is done prior to the Sky service ending and it is recommended to call the new provider first and get them to book all this in as an order to Openreach to do the work so you know that things will get switched as you've asked.

Doing this should automatically trigger a cease to Sky and start your notice. (Assuming you were keeping the line number etc).

Matt

In reply to a post by uno:

Well, if it was 3 - you'd not have been able to "migrate" the broadband in the traditional sense anyway.

You'd still have to contact the new phone provider and get them to do a SIM provide for the broadband at the same time as the phone. (Of course, you can do a SIM provide with many ISPs, not just the one you go to for phone).

Normally this is done prior to the Sky service ending and it is recommended to call the new provider first and get them to book all this in as an order to Openreach to do the work so you know that things will get switched as you've asked.

Doing this should automatically trigger a cease to Sky and start your notice. (Assuming you were keeping the line number etc).

Matt

That's obviously where my fathers neighbour has gone wrong, he cancelled his SKY TV first, before contacting BT to take the line back and order BB at the same time, he ended up on the phone this morning to BT for nearly 2 hours and had to create a new order as the first could not be completed due to SKY putting a cessation on the line, he's ended up not being able to be put back on line for another 4 weeks and has had to accept a new telephone number
I'm surprised SKY didn't advise him of the correct process when he cancelled but thinking about it they were losing a customer and may of thought "this is going to cause him pain" I may be out of order for saying that