Hi, I read this thread because I was having having a similar problem with TalkTalk saying they could not port my old number from SKY. I just wanted to give my story because I managed to sort it without going through all the hassle DOCDEF had to (downgrading to a non-voip service). I thought this might be useful for anyone else in the same situation...
I completed the online order process with TalkTalk and I think I had to fill in my existing number and address etc, but at no point did it explicitly ask me if I wanted to port my number. (I assumed that maybe it would do it automatically if you didnt specify). On one of the last steps it said something about a new number and I was given a choice of timeslots for an engineer visit to install the new line. I thought this was odd but proceeded with the order because I assumed I could ring up TalkTalk, explain that I wanted to keep my existing line and all would be fine... How wrong I was!!
So I rang TalkTalk and told them the above story and that I wanted to keep my existing line. The lady on the phone ran a check on my line and said "unfortunatley Sir we are unable to port your existing number", so I asked "why?" She said she didnt know but that it would be fine and an engineer would be out to install me a new line and I explained I didnt want to lose my number because ive had it for 15 years and that I had ported it before 2 or 3 times and didnt want the hassle.
I persisted with the "why?" questioning. She went away for a few minutes and came back with "its because the line has already been disconnected". I said "well thats odd because im talking to you on it right now!"... She went away again for 5 minutes and came back with "Its because you have ported it too many times". I said "that is utter rubbish, you dont know and you are just trying to get me to agree so I accept the new line". After much persuassion she went away again and came back with "I dont know why we cant port it but maybe SKY are blocking it, so you better speak to them". I politley told her I doubted it but that I would check with SKY.
Before I rang SKY I tried to think why I would not be able to move and after a bit of googling came across this forum article. I thought the SKY VOIP service issue was plausible (I work in IT and have seen far less cause major problems!). I Explained the whole thing to a guy at SKY and also referenced this article. The guy at SKY was very helpful. He checked and there had been no request from TalkTalk to take over the line (they can see this apparently). He said that he didnt think the issue of switching from VOIP to analogue was a problem as otherwise they would be in massive trouble with Ofcom and would have lots of complaints from customers trying to do the same. He assured me there was nothing at SKY end blocking it and suggested that maybe becuase the order had already been placed for a new line, TalkTalk were just simply not able to switch it to a takeover order. He suggested ringing TalkTalk, cancelling the existing order and asking them to place a new takeover order; but do it over the phone instead of through the website. So I did just that.
I wont bore you with what a pain in the backside that has been but after speaking to about 5 or 6 people at TalkTalk in multiple departments I managed to cancel the order and place a new one. I was not able to place the new order until the cancellation was processed. I was told this would take no more than 24 hours. I got the cancellation email 4 days later. Long story short I now have the new order and have received confirmation from SKY that TalkTalk had requested a line takeover.
I wanted to post because this article is a bit of a red herring or an isolated case or this has been solved since the DOCDEF had their issue (24/01/2022).
I hope I dont live to regret going with TalkTalk as their customer service was abysmal, but the deal was too good to ignore!
Fingers crossed that I have no more issues, but if I do then I will post an update. (assume if no update, no more issues).
Hope this is useful to anyone in the same predicament. 😊
