are you a bt broadband customer or SKY?
sorry but this forum is for customers of BT Retail so you need to post on SKY forum https://helpforum.sky.com/
there is no connection from here to openreach anymore than there is from SKY forum
sorry you need to use the SKY forum as any information given here may not be correct for you as a SKY customer
Any advice given here, could result in you being charged by Sky, so you need to get advice on the Sky forum.