Yes. You can move your fibre service from another Internet Service Provider to PacketSky.

The process is normally straightforward, but the timing depends on your existing ISP releasing the fibre line with the Fibre Network Operator. Follow the steps below to help avoid unnecessary delays.

Step 1: Cancel your existing service

Contact your current ISP and submit your cancellation using their required cancellation process.

Before cancelling, confirm:

• The notice period that applies
• Your final service date
• Whether any early cancellation charges apply
• Whether any installation or activation fees need to be repaid
• Whether their router must be returned
• When they will release the fibre line with the Fibre Network Operator

Many ISPs require a calendar month’s notice, although your exact terms will depend on the agreement you accepted when joining them.

Important: PacketSky cannot cancel your existing service on your behalf. The account holder must submit the cancellation directly to the current ISP.

Step 2: Ask for the fibre cancellation reference

Ask your current ISP to confirm that the cancellation has also been submitted to the Fibre Network Operator, commonly referred to as the FNO.

Where available, request:

• The FNO cancellation reference
• The scheduled line-release date
• Your fibre line or object number

Cancelling the billing account with your ISP does not always mean that the fibre line has immediately been released on the FNO’s system.

PacketSky can generally only take over or activate the service once the existing ISP has released the line.

Step 3: Apply with PacketSky

Once you know the cancellation date, submit your PacketSky application.

During the application, please provide:

• The full service address
• The expected cancellation or release date
• The FNO cancellation reference, where available
• Your fibre line, object or B-number, where available
• Any information about the existing fibre installation

Providing this information helps us identify the existing service and plan your activation.

Step 4: Wait for the line to be released

The existing ISP must complete its cancellation process before PacketSky can activate the service.

There may be a short interruption between the old service ending and the PacketSky service becoming active. The timing depends largely on when the existing ISP and FNO release the line.

We will keep you updated if the FNO reports that an existing service is still active at the address.

Step 5: Connect your PacketSky router

If you ordered a PacketSky router, it will normally be supplied preconfigured for your service.

Once your line has been activated:

1. Connect the router to the fibre device.
2. Connect the router to power.
3. Allow a few minutes for it to start.
4. Connect your devices using the Wi-Fi details supplied with the router.

If you are using your own compatible router, PacketSky will provide the connection details needed for setup once the service is ready.

Possible causes of delay

Your previous ISP has not released the line

The service may show as cancelled on the ISP’s billing system while still remaining active on the FNO’s network.

Ask your previous ISP to confirm that the FNO cancellation has been completed.

Cancellation charges remain unpaid

An ISP may delay completing the cancellation while outstanding charges, equipment fees or early termination costs remain unpaid.

The router must be returned

Some ISP routers are supplied on a free-to-use basis and remain the property of the ISP. Confirm whether yours must be returned.

Need help with the switch?

Our Sales Team can help you check coverage, identify the FNO at your address and explain what information is needed for the application.

If you already have a PacketSky account, you can contact us through the PacketSky Customer Portal.