Can't port phone number from Sky

[docdef]

I've had the same phone number for 21 years, switching providers every year or two when discounts end. I'm self employed and it is my primary contact number.

This time though I've been told by TalkTalk, Cuckoo and even NowTV that my phone number is 'no longer active' and can't be ported over without installing a new line, with a new number.

Sky customer support claim there is no problem, but Cuckoo refused to sign me up with my phone number, and TalkTalk and NowTV cancelled my orders saying that I MUST have a new phone number and that I would have to arrange for the cancellation of Sky services myself (NO porting possible).

I thought the days of ISPs locking you in with PAC codes and other nonsense was over?

Has anyone else managed to leave Sky and keep their phone number? Or is this an unavoidale  result of Sly using VOIP?

[Highlinder]

@docdefIs this a movile number or a landline that you are trying to port?

[docdef]

My landline number, originally a BT phoneline with dial up internet from Claranet, but I've moved providers maybe 10 times, including to and from Sky (but not this time!).

This is the reply I got when I tried to move to Cuckoo Broadband...

should you wish to join us - We would be unable to port your number over. 

Sadly the reality of Phone numbers is that whoever owns them at any given time is the legal owner of that number - in this case, sky. 

[Highlinder]

@docdefI take it that your phone line has gone to a VOIP line only and is no longer on the old PTSN copper line?

[docdef]

Yep, there was no other option when I signed up with Sky this time.

[Highlinder]

@docdefAre no other providers willing to take the line on with VOIP attached to it. As we know that by 2025/26 that all lines will all be the same.

[Mark39]

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@docdef wrote:

This time though I've been told by TalkTalk, Cuckoo and even NowTV that my phone number is 'no longer active' and can't be ported over without installing a new line, with a new number.

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Sounds like a system constraint of some sort then - looks like when you move to Sky's VOIP service (and maybe other providers' VOIP service?) your number no longer appears active on whatever system is used to facilitate switch to another provider. I imagine it will be sorted out eventually, but that's of no help to you now.

[docdef]

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@Highlinder wrote:

@docdefAre no other providers willing to take the line on with VOIP attached to it. As we know that by 2025/26 that all lines will all be the same.

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I haven't found one yet. To be honest I would happily move to ANY other provider now.

Ofcom says I have a right to the number but I have to go through the mediation process. I've started the process by making an Ofcom report and and an offical complaint to Sky (no reply yet).

[docdef]

OK, so I finally got a definitive answer from Sky, rather than the previous ' there is no problem at Skys end'.

You can't port your phone number if your broadband came with VOIP phone service.

To port the number I have to:

(1) Take out an 18 month contract for 8MB (!) Sky Essentials. This will take around 7 days. I have been told I will be refunded the £20 charge and £42 for the month's service.

(2) Once this goes live I have a 28 days 'cooling off period' to change provider, or be locked in for 18 months.

Not ideal as I work from home and 8MB is going to be a PITA, but they think this should fix the issue!

Thanks for the replies and I'll update to say how it went, as it may help anyone else trying to change providers.

[Mark39]

@docdef that's helpful - thanks. The only potential fly in the ointment that I can foresee is a possible delay in updating whatever databases are used in the background to show your analogue line status and therefore the ability to port your number.

[Highlinder]

@Mark39Also this kind of option will go away when all lines are no longer analogue. Just wonder what they will say to customers when all lines are digital.

[Mark39]

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@Highlinder wrote:

@Mark39Also this kind of option will go away when all lines are no longer analogue. Just wonder what they will say to customers when all lines are digital.

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Something on the lines of "tough", I should think! Seriously, though, one would hope there will be a properly functioning system in place by then(?) allowing customers to port their VOIP number when switching provider. 

[docdef]

I haven't got a date for the engineer's visit yet.

Scheduled go live date

To be confirmed

I checked my account and they've taken the £60 off the 'future bill' for 18 Feb – 17 Mar (!) so I won't hold my breath.

Apparently Ofcom has ordered companies to provide a ‘One Touch Switch’ process for ALL broadband services including full fiber to put an end to this nonsense, but they have until April 2023 to bring it in..

[docdef]

A quick update on this.

I've got a date to move to Sky Essentials so I can port my phone number to a new provider - 8th Feb.

So it's a loooong process moving away from Sky.......

Firstly get to them to admit a problem and give 'move to Sky Essentials 8MB' as a solution -  6 months

Move to Sky Essentials 8MB - 2 weeks

Move to new provider - I'll let you know if it works!

[docdef]

OK, so the downgrade to Sky Essentials has happened, and I now get a dial tone on the normal landline socket 😄

Unfortunately, while I can make calls,  if I dial my home phone number I get a 'this number is not available' message, and when I entered my phone number to move providers it said it can't be ported 😕

I'll maybe give it a few hours to see if it's a propogation thing...