topic Re: Landline Number transfer issue in Talk

Landline Number transfer issue

Abu12 — Tue, 27 Jan 2026 18:14:52 GMT

So I signed up to switch from EE to Sky at the end of December. Was given a date of 6th January for the new broadband and landline to be up and running. When I joined up, I clearly filled out the box to say what my landline number was and the fact I wanted to keep that number. Several other family members who joined the same way previously have had no issues.

Broadband switched over on the 6th, a week later phonecalls were not coming through so spoke to someone from Sky who advised resetting it all etc. Once that was complete the issue was a new number had been assigned to my landline despite me saying I wanted to keep my original number.

Spoke to the first person today who was absolutely useless and said nothing can be done and nor will a complaint help so to just leave it. A second phone call resulted in being told I'd get a call back in 5 minutes which 4 hours later still has not happened. The third phone call was someone confirming that it's still possible to get my number back as it has been less than 30 days.

Finally, the last person who I managed to get through to mentioned they can cancel my current order, put a new order in and try get the number which is not a guarantee but will take two weeks to do and I'd be left without broadband/phone in that time.

Clearly this is incompetence from Sky's side here and no error from mine. This is made worse by the extremely poor customer service received except for the last person who provided a direct number to call along with a customer ref number to inform them whether I'd want to do the cancellation and set it all up again. I've been told to let them know asap so what are my options here/what would others advise?

Thank you.

Re: Landline Number transfer issue

Mark39 — Tue, 27 Jan 2026 18:38:51 GMT

@Abu12 welcome to this customer Community. You've probably gathered by now that you're unlikely to receive a reply from Sky to your post here.

My understanding aligns with what the third adviser told you - you should be able to retrieve your number as 30 days haven't elapsed, but it will mean canceling your current service and effectively starting again which means a downtime of around 2 weeks, while Openreach do the necessary.

If it's vital to retain your number, I think thats what you'll have to do. If you can live with a new number, best to leave things as they are. Unfortunately it's a straightforward if uncomfortable choice.

Re: Landline Number transfer issue

Yeti3 — Fri, 30 Jan 2026 12:44:09 GMT

I have just been through exactly what you are describing and I cancelled and re-registered.

Today 30/1 is our activation date - broadband is fine but still my old tel number has not been ported!

I rang Sky, no one seems to be able to help and it's getting close to my 30day time limit.

it has been suggested to ring my old provider to see if they can help!!!