ISP Sky Broadband Launch Full Fibre 24/7 Switching Support Service

UK ISP Sky Broadband today claims to have become “the UK’s only major provider” to launch a “dedicated 24/7 switching support service” for consumers moving to their service, which they say means “customers can get through to a real person with any questions about switching their broadband, day or night.”

The move comes shortly after the market regulator, Ofcom, announced that its new and much delayed One Touch Switching (OTS) system had finally been introduced, which aims to make it easier for consumers to change broadband provider.

However, the process for OTS is being introduced through the industry-led One Touch Switching Company (TOTSCo), which is likely to be a bit of a bumpy ride until at least 24th October 2024, due to ongoing issues with the new process (here). This might help to explain why Sky feels it needs a dedicated switching support service.

On the other hand, the “dedicated” team for this will be handling exactly the same sort of issues as a general 24/7 support channel, so we wouldn’t necessarily describe this as being all that different from what a number of other ISPs already offer. But it’s still good to see Sky proactively recognising the need for extra support in this area, even if this is something that other providers will already be doing behind the scenes.

Sky Statement

As the UK’s least complained about major provider according to Ofcom’s quarterly complaints report, Sky Broadband has launched the 24/7 switching support service to continue to put customers first. When switching to Sky Broadband we’ll support customers with:

• The Digital Hub: After switching to Sky Broadband customers will get access to the digital hub packed with everything they need to know when switching their broadband, from set up to billing. If customers can’t get the answers they need there, the 24/7 switching support service means they’ll always be able to get through to a real person.  
• 24/7 Service: Customers can speak to an agent via phone between 8am and 8pm, or use the online chat function from 8pm to 8am for round the clock support.  
• Expert Engineers: Sky Broadband also has expert engineers on hand if needed to help customers switch and stay connected. 

For even more reasons to switch to Sky Broadband, its Full Fibre 300 package is now at its lowest ever price, just £29pm (with a 24 month contract – prices may change during contract), until the 23rd October, with savings of £11pm and average download speeds of 300Mb/s.

Amber Pine, MD of Connectivity at Sky Broadband, said: “We know switching broadband providers is a big decision for our customers, so we’re making it easier than ever. As the UK’s only major provider with a 24/7 broadband switching support service, we can help with round the clock questions about your Sky Broadband or even change your Full Fibre installation date in the early hours of the morning!”