Switching to Sky - frequently asked questions

Thinking of switching to a Sky service from another provider? We can help...

Switching from cable to Sky

I want to switch to Sky from a cable provider. What do I have to do?

  1. First book and install Sky TV

    Your Sky equipment will need to be connected to a phone line – for the time being you will be able to use your cable line.

  2. Then cancel your cable TV

    Once your Sky TV is installed, and if you have a cable TV contract, simply ask your provider to cancel your TV – there's usually a 30 day notice period. You can download a pre-formatted cancellation letter for Virgin Media here. If you also receive broadband or phone from your cable provider, we recommend you cancel these services only once you've set up your BT or Sky phone line and ordered your Sky Broadband and Talk packages, if possible, to ensure there's no interruption to your services.

  3. Get a phone line installed

    To order Sky Broadband you will need a BT compatible line, so you will need to contact BT to install or re-activate your line - call them on 0808 100 5152, or order online at www.bt.com. Alternatively, please call us on 08442 411 076 to see if we can arrange to install a phone line for you

  4. Give us a call to order Sky Broadband, Sky Talk and Sky Talk Line Rental

    Once your BT phone line's been activated, you'll need to wait 5 working days before calling us. We'll help you choose the right product and send you our 'Get Started' kit to help you get online. It will take Sky 14 days to set everything up for you.

  5. Cancel your cable broadband and phone contract

    Remember, to ensure that you have no interruption to your broadband service we recommend that you do this last if possible. You will receive billing from both Sky and your

Find out more about switching from cable to Sky.

Do I need a BT line?

Yes, you'll need a BT compatible line to enjoy Sky services. When we first set you up we'll be able to work through your cable phone line. Once you've cancelled your contract with your cable provider, you'll need to contact BT to get a phone lined installed or reactivated, or alternatively please call us on 08442 411 076 to see if we can arrange to install a phone line for you.

What are the BT costs?

Connecting a new BT line costs £122.33, but this charge only applies in some cases, depending on your particular property. If your home has had telephone service from BT in the recent past, and the wiring and socket is undamaged and the line still has dialling tone, it's likely you won't need to pay this charge. But where there's no suitable BT line available in your property the connection charge may apply. Please contact BT on 0808 100 5152, or visit bt.com to get an accurate cost for installing or reinstating a phone line in your home.

As a cable customer, do I need a Migration Authorisation Code (MAC)?

No. As a cable customer all you need to do is join Sky TV and follow the steps we provide you with – see 'I want to switch from Sky from a cable provider. What do I have to do?' question above for more information.

Useful links and phone numbers:

Sky Broadband

Can I switch to Sky from another broadband provider?

Yes - although you'll first need to cancel the contract you have with your existing provider (which may have a minimum term). To switch, you'll also need to ask your existing provider for a MAC code, which you'll require when ordering Sky Broadband. If your provider is one of the few that does not provide you with a MAC code, you will need to cancel your current broadband service before you can order Sky Broadband.

What is a MAC code?

A MAC code is a string of numbers you request from your existing broadband provider. Your MAC code should be 17 or 18 characters long and start with FTIP, BBDS, BBIP, or L. We use it ensure that the provision of your new Sky Broadband and the cancellation of your old service are timed together as closely as possible, to minimise the time you're without a broadband service.

When should I request a MAC code?

Only once we've confirmed Sky Broadband is available for you to buy - you need to use the MAC code within 30 days of getting it, otherwise the code will expire. Most broadband providers are obliged to give you a MAC code within five days of you requesting it.

How do I request a MAC code from my broadband provider?

You need to call or write to your broadband provider in order to request a MAC code, which they will usually send to you by post within five working days. Your MAC code is valid for 30 days. We've already created a handy MAC code request letter template for you to download and listed useful phone numbers – find them here

What if I'm a Cable / Virgin Media customer?

If you're a cable customer, it's more complex for us to switch you to Sky Broadband than if you have a BT landline. So we have a dedicated customer services team to help. Call them on 08442 411 076, or email helpline@bskyb.com. You won't need a MAC code.

Find out more about switching from cable to Sky

As a cable customer, do I need a Migration Authorisation Code (MAC)?

No. As a cable customer all you need to do is join Sky TV and follow the steps inside. However, if you are with another broadband provider, you will need to contact them for your MAC.

What if I can't get a MAC code?

Most broadband providers issue MAC codes. But if you receive your broadband from one of the few providers that doesn't, you need to contact them and cancel the broadband on your phone line. You'll need to do the same if your broadband is provided through an 'LLU' broadband network. (See also 'What is LLU?' below.)

It can take up to five days for your existing broadband to be cancelled, and another five days for BT's database - which we use for reference - to be updated. So, once you've cancelled your existing broadband, it may take up to 10 days in total for your Sky Broadband to go live.

What is LLU?

Some providers supply broadband through a local loop unbundling (LLU) network. This is a privately owned network located between the local BT exchange and the customer's home. If you're switching from an LLU broadband network, you will need to cancel your current broadband service before you can order Sky Broadband.

Do I need a BT telephone line?

You need a BT compatible telephone line to use Sky broadband, though you do not have to be a BT customer. We check this when you order. If you are moving from a different telephone company or have recently moved to a new house, you need to be the registered owner of that telephone line. We suggest you wait 24 hours after your telephone line has been activated before signing up for Sky Broadband. Alternatively, why not take Sky Talk's own landline rental option, Sky Talk Line Rental?

How can I check if I have a BT compatible phone line?

Enter your home telephone number into our Broadband checker. This will indicate what Sky products are available to you and whether you currently have a BT compatible phone line, and give you advice on the next steps to take.

I have provided Sky with a MAC code. How long do I have to wait for Sky Broadband?

Once you have provided Sky with a valid MAC, we aim to switch your broadband service over to Sky Broadband within 7 working days from when you place your order. We will, however, confirm by letter the exact date. The switch could take place any time up until midnight of that date.

How long will I be without TV service / broadband / phone?

If you are a Virgin Media Cable customer your services will not be affected. If you are switching from another broadband provider you should only be without broadband service for 30 minutes to 2 hours on the day of switchover.

Do I have to pay an activation fee for Sky Broadband?

From 1 March 2009, the following activation fees apply: £60 for Broadband Base, £30 for Broadband Everyday and £30 for Broadband Everyday. No activation fees apply for Broadband Unlimited customers. If you have already booked Sky TV, there is no additional charge if you book Sky Broadband within 6 weeks of your TV booking date.

What are the BT costs?

Connecting a new BT line costs £122.33, but this charge only applies in some cases, depending on your particular property. If your home has had telephone service from BT in the recent past, and the wiring and socket is undamaged and the line still has dialling tone, it's likely you won't need to pay this charge. But where there's no suitable BT line available in your property the connection charge may apply. Please contact BT on 0808 100 5152, or visit bt.com to get an accurate cost for installing or reinstating a phone line in your home.

What if I'm currently in the middle of a contract with another broadband provider?

Many broadband providers have a minimum term set out in the terms and conditions of your contract. If you're currently in the middle of a contract, please complete our Broadband reminder form. We'll contact you towards the end of your contract and provide you with additional information on all of our latest products.

Any other questions?

If you're a cable services customer and have any other questions about switching to Sky Broadband, call our dedicated customer services team on 08442 411 076 or complete our Broadband Enquiry Form.

Please read the Terms and Conditions below:

Due to demand at Christmas existing customers may not be able to get installed in time to watch the Christmas channel.

For £18.50 you'll get Sky TV 2 entertainment packs (£18.50 a month), Sky Broadband Base (for £0 a month when you take Sky Talk, otherwise £5 a month) and Sky Talk Freetime (£0 a month)

1. Sky Broadband Base is free in Sky network areas when you take Sky Talk. Sky Talk Freetime includes selected free UK evening and weekend calls. UK calls are to 01, 02, 03 & 0870 numbers only (excludes calls to Channel Islands, indirect access numbers, dial-up Internet access and 070 numbers). Max price for other 08 numbers is 10ppm, with a max connection fee of 10p. Max price for 070 is 48ppm, with a max connection fee of 50p. Full tariff details at sky.com/callpricing. 'Free' and 'unlimited' calls last up to an hour, then UK calls charged at 5.25ppm at any time of day and international calls at Sky Talk standard rates, or hang up and redial as often as you like. Unlimited international landline calls to 20 countries including Australia, Austria, Belgium, Canada, Czech Republic, Denmark, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Netherlands, New Zealand, Norway, Spain, Sweden, Switzerland and USA and calls to international mobiles in Canada and USA. Subject to Acceptable Use Policy. See sky.com/skytalk.

Sky+/Sky+HD box offer: Sky+HD offer ends 28 December 2009. Free Sky+HD box for new Sky TV customers taking Sky TV, Sky Movies Pack 1 or 2 and the HD Pack for 12 months. Offer also available to existing Sky TV customers joining Sky+HD with the HD Pack and taking a Sky TV package with Sky Movies Pack 1 or 2 for 12 months. Existing customers must also recommit to Sky TV for 12 months. Free Sky+ box for new Sky TV customers taking Sky TV for 12 months. Free Sky+HD and Sky+ box not available in conjunction with any other offer.

Online Marks and Spencer voucher offer: Join Sky TV online by 17 December 2009 and we'll send you a £50 Marks and Spencer voucher within 30 days of activating your viewing. Only available for new customers with their viewing card enabled by 17 January 2010. One voucher per household and only available when you join online. Marks and Spencer voucher is subject to separate terms and the offer is not available in conjunction with other offers.

^Dolby Digital 5.1 Available on many programmes. Compatible home cinema system required.

Set-Up: Current standard set up lead times for new Sky TV customers for UK mainland currently average 7-10 days and are likely to increase before Christmas. Existing customers may be longer. Standard set-up for free Sky+HD box is £30 for new and existing Sky TV customers (£15 if you take a new Multiroom subscription). Standard set-up for non-offer £49 Sky+HD box is £30 for new customers (£15 if you take a new multiroom subscription). and £60 for existing Sky TV customers (£30 if you take a new Multiroom subscription). Standard set-up for Sky+ box is £30 for new customers (£15 if you take Multiroom) or £60 for existing Sky TV customers. Non-standard set-up may cost extra. Standard set-up for a standard Sky box is £60 for new and existinf customers. Standard set-up £120 without Sky TV. Sky Broadband set-up fees for existing Sky TV customers £60 for Base, £30 for Everyday & Connect or free for Unlimited.

Sky TV Subscription: Packages from £18-£48.50 per month (pm). Sky Box Office costs extra. Free Sky+ box available with any package. Sky News and Sky Three are available without subscription; Sky Three, Ch4, Five, Five US and Fiver require a viewing card.

Sky+: If you do not take up this Sky+ offer Sky+ box costs £49 for new Sky TV customers. For existing Sky TV customers Sky+ box £149 (or £49 when taking a new Multiroom subscription). Existing customers need to sign up to another 12 month minimum term for Sky TV. One £49/£149 box per household and not available if you already have Sky+/SkyHD/Sky+HD box or if you take a Sky+HD box at the same time. Sky+ box up to £199 if you are not eligible for discounted price (Sky TV subscription required). Sky+ can store an average of 40 hours of programmes. Sky+ functionality requires a Sky+ subscription (free for Sky TV customers, or £10 pm) and two satellite feeds.

Sky+HD: £10 pm for the HD Pack. HD channels received depend on your Sky TV package. If you do not take up this Sky+HD offer Sky+HD box costs £49 when you take the HD Pack and Sky TV and existing customers sign up to another 12 month minimum term for Sky TV. One £49 box per household and not available if you already have SkyHD/Sky+HD box or if you take a Sky+ box at the same time. Sky+HD box up to £199 if you are not eligible for discounted price (Sky TV and HD Pack subscriptions required). Sky+ functionality requires a Sky+ subscription (free for Sky TV customers, or £10 pm) and two satellite feeds. Sky+HD can store an average of 30 hours of high definition and 80 hours of standard definition programmes. HD ready TV required. Luxe TV HD, Channel 4 HD and BBC HD are available without subscription. Channel 4 HD requires a viewing card.

Sky Multiroom: £10 pm. Provides the same Sky TV channels as your main Sky TV subscription on a box in another room. You must subscribe to Sky TV throughout and an extra box is required for each Multiroom subscription. Each box you have must be connected to the same fixed telephone line at all times. To receive your HD subscription channels in another room, you'll need another Sky+HD box and HD Pack subscription.

Remote Record: Recording requests must be made at least 30 minutes before start of programme. Confirmation costs 25p. Mobile network charges apply. See Sky Active OR sky.com for full details.

Sky Anytime TV: Sky+ subscription & Sky+HD or recent Sky+ box required. Available programming will depend on your Sky TV subscription.

Sky Player: Price and availability of content depends on whether you are a Sky TV customer and the kind of subscription you have. PC with Microsoft Windows XP or Vista or Intel based Mac required. Sky Multiroom, Broadband Unlimited, or Sky Player subscription required for Live TV. Minimum 2Mb broadband connection recommended. Some programmes from live Sky TV channels are unavailable to show online (see skyplayer.sky.com).

Introduce A Friend offer: Only available by the steps set out on Sky.com/friend and not by any other means e.g. via a retail outlet. Offer ends 8 December 2009. New customer cannot be in same household. Vouchers sent within 30 days of receipt of first subscription payment from new customer provided existing customer's account is active. Existing customer must remain an active subscriber to qualify. M&S vouchers subject to separate terms and conditions. Not available in conjunction with any other offer. Offer excludes Sky group employees and agents and cannot be offered commercially.

Sky Broadband: You must subscribe to your chosen Broadband product for 12 months. Monthly subscription providing you remain a Sky Talk subscriber: Base £0; Everyday £5; Unlimited £10 (otherwise £5, £10 or £15). Connect at £17 pm is available to customers outside our network area. Monthly usage caps: Base – 2GB; Everyday – 10GB; & subject to Traffic Management Policy. Maximum upload speed: Base –400Kb; Everyday –600Kb; Unlimited –1.3Mb; Speed you get depends on factors including distance from the exchange and line quality. See sky.com for more details and our Usage Policies. McAfee Security Free Trial: Base-3 months, Everyday-3 months, Unlimited-12 months, Connect-3 months, then £3 per month unless you let us know you no longer wish to subscribe.

Sky Talk: 12 month minimum term applies to new Sky Talk customers and to existing customers taking up Sky Talk Line Rental. Sky Talk is only available to Sky digital subscribers paying by Direct Debit/continuous credit card mandate. Calls only packages not available to BT line rental customers with BT Basics or if outgoing calls are barred. Compatible BT line required for Sky Talk line rental. Codes of Practice for sales and marketing and premium rate/NTS services can be found at sky.com/skytalk.

General: Pre-registration required for existing customers due to exceptional demand. Once registered you will receive an indication of when you can complete your order. Your Sky box(es) must be connected to a fixed telephone line for 12 months. Sky+/Sky+HD box prices may vary if you live in a flat. You must get any consents required (e.g. landlord's). Minimum Sky TV/Sky+/HD Pack/Multiroom subscriptions 12 months. You must be 18 years or over. Channels/programmes & prices subject to change. Prices shown apply to customers paying by Direct Debit. For continuous debit/credit card mandate, 50p monthly charge applies. Information only applies to residential customers in UK, Channel Islands and Isle of Man. Further terms apply. Calls cost 5p per minute (plus up to 9p connection fee) for BT customers. Calls from other providers may vary. Correct at 27 October 2009.

3 BT line rental £12.50 a month with paper-billing (£11.25 a month for paper-free billing). Sky Talk line rental £11 a month. Sky Talk customers can request paper billing at no extra cost.