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Sky Begin Advanced Migration Notifications to Selected BE Broadband Users

Friday, November 15th, 2013 (9:58 am) - Score 1,862

Selected customers of BE Broadband have over the past couple of weeks started to receive the first advanced migration notification letters from Sky Broadband (BSkyB) and most have only been given one month to decide whether or not they wish to leave.

The latest letter follows on from Sky’s £180m+ acquisition of O2 and BE Broadband’s fixed line home broadband and phone customers earlier this year (here and here). The phased process of migrating several hundred thousand customers, in small groups, over to Sky’s platform is now slowly getting underway.

Customers in the first “small groups” are now beginning to receive the migration notifications, which outline what they’ll be paying, how the process will work and include an indication of the expected timescale. So far most of the recipients on the BE Broadband side of the fence appear to have been customers with dynamic IP addresses but not everybody is happy.

Some BE subscribers complain that the replacement Sky Broadband Unlimited and or Sky Talk service actually works out to be more expensive than their current package and others are frustrated because they’ve only been given one month to make a decision, which is easier said than done when the demand comes right at the start of a busy Christmas period.

Customers who receive the message and whom wish to accept Sky’s Offer are told to “simply carry on paying for your existing services” and Sky will then “assume from your next payment for your existing services following 5th Dec, that you agree to move on these terms.” But many subscribers had been expecting a full two month notice period in order to make their decision.

A spokesperson for Sky Broadband told ISPreview.co.uk that BE Broadband customers were being provided with “2 months’ advance notice of their transfer” but admitted that only around one month of that was set aside for customers to discuss their options with Sky and decide whether or not to stay or switch to a different ISP. As above the final month is where Sky automatically makes the decision for you depending upon whether or not the next payment is taken.

As previously reported Sky also said that it would move customers to the “nearest equivalent or better” Sky package wherever possible and would try to match or beat the customers’ current combined home broadband and phone (where applicable) subscription price (note: they won’t have to take Sky Talk, Sky Line Rental or Sky TV if they only have home broadband from O2/BE). Similarly the operator said that they would only ask customers to sign a new minimum contract term if they chose to take-up one of Sky’s earlier special offers to switch sooner.

Sky currently plans to have moved all customers over to their platform by Spring 2014 and the first groups from BE should be switched during January or February 2014. However BTOpenreach’s engineering teams are often slowed over Christmas and that could further hamper migrations for those choosing not to stay with Sky.

Leave a Comment
4 Responses
  1. Avatar cyclope

    No mention of this then,?
    Sky start to send Remote updates to routers http://www.beusergroup.co.uk/?id=976
    If there are any BE/O2 customers that are currently still in a 12mths contract and sky intend on increasing the monthly subscription they should also make it clear that this change could allow them to be released from the remainder of that contract term,meaning that should they wish to they could leave/migrate penalty free?
    Glad i left them sky aren’t being very forthcoming with details,They IMO keep stalling customers maybe in a bid to pressure them into staying ? They give info vague info i may add regarding what they may be able to offer as an alternative to the service they currently have, but so far seem no further along in actually implementing this, meanwhile customers are getting migrated onto their normal products so will loose out on sync & some will possibly have higher latency with no option of fast path available, only sky’s DLM

  2. Avatar Jonny

    It seems just dynamic ip customers are being notified. I’m a static, and also might just might finally be seeing my roads cabinet get the fibre update in Jan/Feb 2014. After writing to openreach non stop, and local papers, and local MP/MEP. They done another survey and I think things are moving. But you know openreach, it could all stop again for the smallest reason for the longest time.

    So I’m going to stay put with BE hopefully until I know more about getting a fibre connection. I’ll not go with Sky unless they offer 12 months free broadband and… what ever else as a special offer to BE customers.

  3. Avatar Kev

    Well, I decided to go for the switch and was offered free broadband unlimited for a year, line rental at standard price and sky tv half price for a year. All went without a hitch apart from sending me one of their routers after saying I could use my own. They said keep their router as a backup – they provided my login for my router from their own network and bang I sync’d and obtained a connection.

    They initiated their DLM and I’m on day 8, although it completed a couple days ago; profile set just above what my stable Be connection was set to. Will see how things go before I say for sure I’m happy with connection/sync.

    I’m just waiting for something to going wrong (fingers crossed it doesn’t!) – just need to ensure I get the credits on my bill 😉 Although the girl who processed everything for me did confirm the offer via email, but still want to make sure.

    So far,so good – I’ll let folks know how things go over the next month or so.

  4. Avatar shylock

    well was with bethere and had great line and service.. been bought out by SKY and we that waited for auto migration. thinking SKY were honest.. in telling us all that we would have the same service OR!! better when we were migrated.
    Well did we get the same good service or better!! Like hell did we.. we were chopped of at the knees!! my line was at a very consistent 5727kbps down and 998kbps up with “BE” I was actually online talking on skype with someone when Sky switched me over to their system!!….. And it has been a nightmare from that second onwards I now get 2002kbps down and 500kbps up!! thats effectively 2/3rds off my download and 1/2 off my up speed… This is pretty much the norm for all “O2 and BE” customers who never bought into a Sky package… on top of this disastrous speed drop we get the pleasure of being charged £5.00 for not wanting TV package and a further £2.50 for not having their phone package!! AND!! on top of that We also have to pay premium rate phone call to complain and ask for help to resolve these poor speeds..as WE dont have sky phone line!! what a bloody cheek!!
    So if you are a O2 or BE customer still waiting to migrate… DON’T!! jump ship now while you can and get a descent ISP.. SKY will rob you blind!! They have the most unhelpful customer service I have ever come across!! left hand not knowing what the right is doing and all they ever do is cut and paste answers.. “have you done this have you done that” without bothering to put the problems right! had Openreach out 3 times right from beginning Openreach told me not a line problem it’s an equipment problem on SKY side of exchange.. to prove the point Openreach have replace everything from my connection right back to exchange and yes you guessed it made not the slightest difference.. have just checked my speed now while writing this and it is only 1.66mbps at present! and has been even lower!! this is not acceptable on a connection that was running so much higher before switch over..

    SO be careful of SKY in my opinion!! and steer clear.. they don’t want us O2 and BE customers if we don’t buy into there packages!! Regardless of what they told us all in the nice letters we all had.. What a load of old B*****k’s that was….

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