Sky Talk Technical

[TinTentTourist]

I am posting in the hope someone has experienced my plight and can help me sort it out.

In a nutshell, I went to Sky from Talk Talk today, and apart from the fact I was without a phone or broadband from 6am until 5pm, THEY HAVE CHANGED MY HOME PHONE NUMBER....

This is the number we have had at our house for 25 years.  That everyone we know and knew has.  That my wife's business is linked to. That my business is linked to.  Everything to do with our three children, from school to work to job applications are linked to it.  AND WITHOUT ANY NOTICE, THEY HAVE DISCONNECTED MY NUMBER AND ALLOCATED A NEW ONE.

Sorry to shout, but it is hard to imagine how angry I am unless you consider your own circumstances, and if it happened to you.

They tell me my old number is gone and cannot be retrieved.

They tell me calls to my old number will just be lost, and cannot be forwarded or diverted.

If I hadn't spoken to them today, I wouldn't even know I had a new number and neither would anyone else!

Of course I am in the process of complaining, but this is an appeal for help, if any other poor unfortunate has been though this, how do I get my number back as quickly as possible.

Thanks in advance.

(If this is in the wrong forum, please move for me)

[Malcolm-M]

Hi TinTentTourist, I'm sorry this has gone wrong. Did the advisor explain why the number has not been ported?

In the vast majority of cases this means the number is lost however I'll send you a private message so we can take a look for you.

[Stantheman2k12]

Please let us know how you get on and what the outcome is.

Thanks in advance

[TinTentTourist]

Thanks Malcolm, where are the messages held on here pls.  I can forward the help desk ref no, that came on an email after we were cut off on the first call.

[TinTentTourist]

edit, just seen the message box!!

[TinTentTourist]

I'm sorry this has gone wrong. Did the advisor explain why the number has not been ported?

Sky advisor said TalkTalk refused to port my number.  TT denied is saying it went through normally.  Sky then read off the log that a technical issue had arisen and the account would be transferred anyway. 

Sky did NOT inform me that my number had not ported or that a new number would be issued.  Had I know at any stage, I would have cancelled the order. It was not what I wanted, and not what I ordered.  

If I hadn't spoken to them today, I would not even have known.  I would have continued giving out my number and wondered why no one was phoning us anymore.

I can't do a single thing.

Can't put call forwarding on, or an answering service nothing MY number is dead... without explanation. What are people suposed to think when they can't get through?

[Stantheman2k12]

Looks like your not the only one

http://helpforum.sky.com/t5/Sky-Talk-Technical/LOST-TELEPHONE-NUMBER-WHEN-SWITCHING-FROM-TALKTALK-TO...

[Stantheman2k12]

Also Did you doall the steps here on this page

http://www.sky.com/helpcentre/talk/switching-to-sky-talk/ive-ordered-a-new-phone-line-from-sky-what-...

[TinTentTourist]

Well found... I missed that, must have been the red mist!!

I cannot believe it's EXACTLY the same story from both sides, over and over again.  

Well I have just finished my complaint to Ofcom.  I will not let this rest, it is a disgusting treatment of customers. 

I wonder how many people have been shafted like this and just given up?

Not me.

[TinTentTourist]

---

Stantheman2k12 wrote:

Also Did you doall the steps here on this page

http://www.sky.com/helpcentre/talk/switching-to-sky-talk/ive-ordered-a-new-phone-line-from-sky-what-...

---

That page gives me an internal server error!!

But I did to everything right according to the Sky advisor I spoke to, he admitted they got it wrong and apologised - but couldn't put it right.

[Stantheman2k12]

Strange.... Anyway Heres the bit i was on about.

To transfer an existing phone number to a new Sky phone line you'll need to let us know the following when placing your order:
The phone number
The name of your existing phone provider

It will normally take us roughly three weeks after your TV has been installed to complete your Sky Talk order as we need to work with your existing provider to transfer ownership of the phone number to Sky.

If you are switching from a cable provider to Sky, please do not cancel your cable phone service until we have confirmed the installation or activation date for your new Sky phone line in writing. Cancelling your cable phone service before we have secured the transfer of your existing number may mean your current number can't be transferred to Sky.

[TinTentTourist]

I didn't cancel TalkTalk, it was all done by Sky.  I asked about the PAC code, but TT told me it was not necessary as Sky would be taking over directly and had already requested it!

I definitely did nothing wrong.

Both sided agree that I asked for my number to be transferred.

Sky have got this wrong and need to fix it today!

[John-B]

Hi TinTentTourist

Can you confirm if your new number has went active?

Thanks

[TinTentTourist]

Yes it has.

Broad band went active while I was on my mobile to Sky at around 4pm

The wrong phone number went active around 5pm

My old number, when I ring it has a message that my number is not receiving incoming calls at the moment!

[John-B]

Hi TinTentTourist

Due to your circumstances I have sent you a private message to gain further information, if you can reply to this at your earliest convenience.

Thanks