topic Re: lost old landline number without my knowledge in Talk

lost old landline number without my knowledge

ish3 — Sun, 30 Mar 2025 09:21:26 GMT

So i switched from Vodafone to sky due to recent price hike and sky gave me a new landline number and i lost my old number.

During the order i clicked yes to keep my number and below it even stated sky would let me know if they are unable to keep my number.

They never did this and i had to figure out why my phone was't ringing to 3 days and called someone who said it came up with another number.

How can they just change my number without my knowledge or permission. i contact customer service with them saying my old provider didn't release it as a excuse. Then i contacted my old provider saying its not true and sky needs to transfer the number which they obviously failed to do. I also complained but got a reply saying its unfortunate and it cannot be reversed.

It is vital i get my old number back as we need it for doctors and hospitals to contact us and for relatives who keep in touch.

I just in complete shock that they did this and now just fobbed me off saying it cant be undone.

please help.

Re: lost old landline number without my knowledge

Mark39 — Sun, 30 Mar 2025 10:01:23 GMT

Sky do say they'll let you know, either by letter or email, if they're not able to transfer your number, so I'm unclear what has gone wrong there.

https://www.sky.com/help/articles/switching-broadband-provider-switch-to-sky-a

I can only suggest complaining formally, either by using the email form here, or by old fashioned letter. If there's any possibility of retrieving your number, my understanding is that it,has to be dealt with within 31 days.

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: lost old landline number without my knowledge

ish3 — Sun, 30 Mar 2025 10:14:34 GMT

I did complian via the complaint system and just got a reply earlier saying unfortunately once the number is not transfered over its lost and cannot be retrieved.

They never called or emailed me saying my number would be lost and a new number given. I had to figure it out myself.

I have switched in the past and never had this issue so was confused why this happened as nobody would want their landline number changed unless they specifcally called and asked them.

As many people solely call my landline especially realitives abroad its going to cause so many issues.

what are my rights, are sky just allowed to say they can't do anything to help me and for me to just accept that.

The customer service is shocking.

Re: lost old landline number without my knowledge

caesarome — Sun, 30 Mar 2025 11:22:30 GMT

You need to register a complaint as advised to by at the very least filling in the online complaint form.

Re: lost old landline number without my knowledge

Mark39 — Sun, 30 Mar 2025 12:41:38 GMT

@ish3 raise a formal complaint, and if you get nowhere, ask for a deadlock letter which will enable you to see alternative dispute resolution. See Sky's complaints code of practice here: https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

I'm not sure how valuable that will be if there's a specific reason for why Sky were unable to transfer your number,

Re: lost old landline number without my knowledge

TimmyBGood — Sun, 30 Mar 2025 12:53:07 GMT

@ish3 wrote:

I have switched in the past and never had this issue so was confused why this happened as nobody would want their landline number changed unless they specifcally called and asked them.

'Switching' has run on a completely different platform since September 2024, and has been significantly complicated by the upcoming end of PSTN with the consequent need to migrate users to a digital voice service.

Re: lost old landline number without my knowledge

Mr112345 — Tue, 06 May 2025 15:31:16 GMT

Sky have lost my landline number too, even though I specifically said I want to keep my landline number. I'm furious. I have spoken to them on the phone and they keep promising call back but never follow through. So I wrote a complaint via email, don't think anything will come of it. But I will file a small claim court. I will give them a day. Have you got it sorted? I keep reading that they have 28 days to get number back. But I have read many articles with people who this has happened to and I see no one that was able to get it back hence why court action will probably be the one to take as it's quicker than following sky complaints then board etc as there's 8 weeks or a dead letter you have to wait for by that time, the number would be lost forever.

Re: lost old landline number without my knowledge

Daniel0210 — Tue, 06 May 2025 15:38:59 GMT

@Mr112345 wrote:

So I wrote a complaint via email, don't think anything will come of it. But I will file a small claim court. I will give them a day.

@Mr112345

A day to read and then action a complaint is totally unreasonable.

Re: lost old landline number without my knowledge

Mr112345 — Tue, 06 May 2025 15:41:30 GMT

Doesn't matter, when you know the outcome.

Re: lost old landline number without my knowledge

Mark39 — Tue, 06 May 2025 15:47:25 GMT

@Mr112345 Sky say that you can normally keep your number. I'm not sure that they have a mechanism for retrieving it once the switch from a previous provider has completed.

Expecting a response to a complaint within a day is probably unrealistic but you never know.

I'm not sure what your monetary claim to the Small Claims Court might be?

Re: lost old landline number without my knowledge

GD1 — Tue, 06 May 2025 15:48:52 GMT

@Mr112345 What do you expect a court to do? Even they can't demand Sky get your number back, nor is there a claim for losses as Sky state that it's not always possible to transfer your number.

But if you wish to spend a lot of money for no return thats your perogative.

Re: lost old landline number without my knowledge

Mr112345 — Tue, 06 May 2025 16:01:40 GMT

It's been actually longer than a day as first I addressed the issue over phone last week. The email is just for for written complaint evidence. suggest you to read what you can claim and this is certainly bigger than your average faulty appliance that retailer is not refunding you for. Ofcom states you can claim £9.76 per day for each day that haven't resolved it and additional if they lost your number.

Re: lost old landline number without my knowledge

Mr112345 — Wed, 07 May 2025 07:39:17 GMT

When I came to this forum, I expected people to know more than me, not less than me. [Removed]. You clearly don't know the power of courts.

Moderator notes: Removed inappropriate comment.

Re: lost old landline number without my knowledge

Mark39 — Tue, 06 May 2025 16:17:41 GMT

@Mr112345 wrote:

Ofcom states you can claim £9.76 per day for each day that haven't resolved it and additional if they lost your number.

Any link for this?

Re: lost old landline number without my knowledge

Mr112345 — Tue, 06 May 2025 16:23:17 GMT

Search ofcom automatic compensation for loss of service.

Re: lost old landline number without my knowledge

MarkGoldsmith — Tue, 06 May 2025 16:35:30 GMT

@Mr112345 wrote:
Search ofcom automatic compensation for loss of service.

Do you mean the service that is completely voluntary for a service provider to sign up to ( which Sky just happen to have signed up to)?

https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know

I don't see anything listed in there for a loss of landline phone number as part of a transfer it just covers a complete loss of service. So under the circumstance where a service transfer has gone wrong and you are completely with a broadband or landline service or where the provisioning of the service has been delayed yes the automatic compensation scheme does kick in.

If you haven't already you may wish to read this page https://www.sky.com/help/articles/auto-compensation which details how Sky implement the auto compensation.

Re: lost old landline number without my knowledge

Daniel0210 — Tue, 06 May 2025 16:42:23 GMT

@Mr112345

And…
If you have a total loss of service and it isn’t fixed after two full WORKING days from when Sky are notified of the fault you will become eligible for it.

You haven't had a a total loss of service as you have a new number which is presumably working.

In addition, from 01/04/25 the new rates are £9.98 per day.

Re: lost old landline number without my knowledge

Mark39 — Tue, 06 May 2025 16:53:57 GMT

@Mr112345 wrote:

Search ofcom automatic compensation for loss of service.

Yours is not a loss of service. I've never seen any previous post reporting success in claiming compensation for Sky's failure/inability to port a number, but perhaps you do, indeed, know more than we do about it...

Re: lost old landline number without my knowledge

Mr112345 — Tue, 06 May 2025 16:54:30 GMT

It's still a loss of service. If your business number has changed and your customers can't reach is it not a loss of service? Anyway i had enough of your lots negativity. No I'm not coming back when I made a successful claim against them.

Re: lost old landline number without my knowledge

Daniel0210 — Tue, 06 May 2025 16:57:13 GMT

@Mr112345

No, you have a working service. Sky Broadband and Sky Talk discussed on the forums are domestic services and business use requires a business subscription.