topic Re: Landline transfer to Sky screwed up in Talk

Landline transfer to Sky screwed up

E-Z — Mon, 16 Jun 2025 20:12:27 GMT

Hi, I transferred to Sky from Vodafone, ensuring that I ticked the box to transfer the landline over knowing the importance this number holds to my parents. The transfer didn't happen when the service was activated, I received no notification that there was a problem and the order would be cancelled. Both companies say it's not their fault. Sky said they could try to place another order and see if the port succeeds next time but I could be without internet for up to 2 weeks, which is unacceptable for me. Voda said they might be able to retrieve the number if I placed an order with them so I did, but it failed. Regardless I've decided to switch back to Voda and is due to be activated in a couple of weeks.

I've raised this issue with the Sky complaints team and they're adament that I chose a new line activation according to their checks, despite an email from customer support stating that the new line activation was actually their oversight, yet the complaint handler refuses to accept this.

My question is, does anyone know if Sky's emails or messages that you receive when an order is placed states whether you've chosen to order a new line or transfer an old number over? I can't see any mention of either in my emails or messages received. In the documents section of MySky, one doc called "A breakdown of your Sky broadband and Talk order" states:

"our Sky Talk phone number:
This will be confirmed before your service is activated."

That's the only related mention I can find and even that didn't happen! I received no notification of what the new number would be before activation. Unlike Voda who did cancel the order due to failing to get my number back and did send me an email today confirming my new number when I placed another order with them.

Any help would be appreciated.

Re: Landline transfer to Sky screwed up

Mark39 — Mon, 16 Jun 2025 20:31:32 GMT

@E-Z even when you've ticked the box to request Sky to keep your number, it's not always possible. Sky's help says:

Most of the time you can keep your existing landline number when moving to Sky Talk. Just let us know your existing number and your landline provider when you order.

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."

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

@E-Z wrote:

In the documents section of MySky, one doc called "A breakdown of your Sky broadband and Talk order" states:

"our Sky Talk phone number:
This will be confirmed before your service is activated."

That would indicate to me that Sky were not able to keep your number and that they were going to give you a new one.

Re: Landline transfer to Sky screwed up

E-Z — Mon, 16 Jun 2025 21:04:16 GMT

@Mark39 Even though I've never had a problem with approx. 10 switches over the past 20 years, I understand it's not guaranteed to transfer, but according to Voda and Sky, if they couldn't transfer a number, they would cancel the order. My understanding of the situation is that despite asking to transfer the old number, Sky processed the order as a new line, something I had no indication of during the order or in the emails/messages once the order was completed.

I would disagree that the wording I found in the document previously mentioned indicates a new line, just that transfer of the old one hasn't been confirmed yet. If Sky indeed do consider that to mean a new line, then I would argue that is nowhere near explicity clear enough a new line would be provided.

Re: Landline transfer to Sky screwed up

Mark39 — Mon, 16 Jun 2025 21:08:15 GMT

@E-Z wrote:

@Mark39 Even though I've never had a problem with approx. 10 switches over the past 20 years, I understand it's not guaranteed to transfer, but according to Voda and Sky, if they couldn't transfer a number, they would cancel the order.

I've never heard of Sky doing that.

Re: Landline transfer to Sky screwed up

E-Z — Mon, 16 Jun 2025 21:14:16 GMT

@Mark39 Sky and Voda customer service both told me this is what happens as well as Sky's complaint handler today. When I tried to recover my old number by rejoining Voda the other day, I got a call a couple of days later stating they couldn't do it and cancelled the order.