Number Port Fail

[LeonCon]

Hi there,

I hope someone can help?

I am new to Sky Mobile and have tried porting my number in from Three.  I had an email from Sky on 17/05 to say my number was up and running. I just assumed everything was fine.

Yesterday someone had tried calling me and couldn't through. I tried my own number and I got 'the number you have called has not been recognised'.

When I call out from my phone, my temporary number is shown, not my ported number.

I called Customer Services and they took me through some steps on my phone... although I feel this is more of a porting issue rather than a settings issue on my iPhone. I have completed all these steps... my ported number IS showing in settings. I have reset my network setting and switched my phone off / reinserted the SIM card many times, yet I still don't have my ported number.

It has been a week now without my number. I could be missing all sorts of important calls. 

How can I get this sorted? There doesn't seem to be much help available.

Thank you in advance 🙂

[caesarome]

You will need to call Sky about this and ask that is be reported to the relevant team at Sky because something is clearly amiss with this.

[LeonCon]

I have spoken to a guy at Sky this morning. I think the problem has stumped him. 

We did a few more checks of setting, restarting the phone etc, he tried calling my ported number but couldn't get through. 

He mentioned that on the day my port was due to complete (17/05), Sky had a service outage. He wondered whether this may be the reason it failed. 

Last time I spoke to him he mentioned that he was going to have to escalate it. 

I hope it can be sorted soon. 

[Jim118]

Have the same issue now. How did you get this resolved 

[LeonCon]

It wasn't easy unfortunately. 

I tried escalating it internally with Sky, but they kept failing to understand what had actually happened and I went around in circles for months. 

I eventually referred it to CEDR (dispute resolution) and finally it got resolved. From start to finish the whole thing took 5 months. 

I hope it doesn't take this long for you, but I found Sky customer service and their technical teams pretty useless in this matter. 

[Jim118]

oh my gosh