topic Phone line in Archive

Phone line

Varna+oeas — Tue, 10 Aug 2021 12:50:42 GMT

Hi we got our sky package through curry's, We didn't realise that we couldn't automatically keep our old house phone number we weren't told . When I realised I rang one of your colleagues and he said he would set this uo for us too keep our old number .Reference139573451. When we had tv broadband and phone set up, people where trying to ring us but yous had changed our number. After several hours trying to get to speak to someone to put this right, we eventually got someone who said she would sort this out and ring between 11and 12 today . She told us to just use our virgin package until this is done . So we have sky unplugged.Is there anyone out there able to help as this is very frustrating. If it's not sorted we are going to cancel, and go back to virgin

Re: Phone line

Daniel0210 — Tue, 10 Aug 2021 13:00:40 GMT

Too start with @Varna+oeas you aren't talking to Sky. We are customers like you. Sky won't contact you as the result of your post on here. If you are lucky a moderator or superuser may escalate your post to Sky.

Re: Phone line

GD1 — Tue, 10 Aug 2021 13:00:02 GMT

@Varna+oeas You're not talking to Sky as this is not a recognised Sky support route, we are all customers here and we don't have access to your account.

Sky won't respond to forum posts. You will need to call Sky or raise a complaint via the correct process https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice-v1#make-a-complaint-contact-us

You post may get flagged for escalation by a superuser, if so they will advise in new post.

Re: Phone line

SKY1992bf — Tue, 10 Aug 2021 13:52:48 GMT

@Varna+oeas I'm not sure the community chat team will be able to help however on the off chance they can I've escalated this to them

so look out for a blue bubble in bottom right hand corner when logged on to this forum

this link explains how this works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Phone line

Mark39 — Tue, 10 Aug 2021 14:10:36 GMT

@Varna+oeas is your Virgin account still live? If it is, there's a possibility that Sky can retrieve the number. If it's not, it's unlikely.

Bottom line is that you have to tell Sky when placing an order that you want to keep the number.