27 Jan 2024 12:35 PM
We have recently changed over to sky internet and home phone. We asked to keep our old landline number, but it has been changed. We have called sky to discuss this and have been cut off 3 times. How do we get our old number back?
27 Jan 2024 01:17 PM
Posted by a Superuser, not a Sky employee. Find out more
@Marilyn62 wrote:
How do we get our old number back?
I don't think you will be able to get it back as it does say on the Sky website that is not always possible to transfer the landline number.
27 Jan 2024 01:33 PM
Posted by a Superuser, not a Sky employee. Find out moreThis link explains that it's possible 'most of the time'
https://www.sky.com/help/articles/switching-to-sky-broadband
27 Jan 2024 05:48 PM
If the number port was placed with the order then you may have a temp number until the port order completes
if there was no port order then there is no way for sky to get it back
it is best to call sky to find out how your order was placed
27 Jan 2024 08:57 PM
Posted by a Superuser, not a Sky employee. Find out more@Marilyn62 if you've been given a new number, Sky were unable to transfer your old number when you switched, I'm afraid.
27 Jan 2024 09:14 PM
@Mark39 it doesn't work that way. Sky cannot just assign a new number if the port order fails, customer contact is attempted first and a letter sent before the line is renumbered
as I said the number port is either pending acceptance with a temporary service or more likely the order was placed with a number port request
the best option is for marilyn62 to call and get confirmation of what was ordered
27 Jan 2024 09:33 PM - last edited: 27 Jan 2024 09:34 PM
Posted by a Superuser, not a Sky employee. Find out more@mormegil Never heard of Sky providing a temporary service pending a number port. You're right about customer contact. From Sky's help: "If we can’t transfer your number or you want a new one, you’ll get an email or letter with your new number. Or sign in to My Account to see it."
27 Jan 2024 09:40 PM
Yeah if you sign in via sky.com and view your broadband &talk you will see the number assigned to the service the app does not show your number
27 Jan 2024 09:47 PM
@Mark39 it is rare but mainly happens when openreach activate the service and the engineer is not aware the order is a migration with a port order
the temp number is assigned by openreach in the line until the number port completes
the more common issue of a port order is placed but not accepted is the line will have a partial service with the ability to make calls but only receive calls until the port order completes and may or may not have working broadband
if there is the ability to make and receive calls and the broadband is working then it could be there was no port order ever requested and a new number was requested at the time of sale
the best way to find out is to call so that the sky agent can check their systems and get the confirmation
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