Elderly parents have moved from Utility Warehouse ADSL to Sky FTTP- Lost 30 year old landline number

[MBOSS]

Helped my mum move away from an ancient 24mbps down/1mbps up ADSL service that they were paying through the nose for.

Been unable to get into the Sky Account until the service was activated today. We used the Sky service to switch away from Utility Warehouse and all emails have come through (though notably, nothing with an account number).

Managed to get the SkyID linked via postcode and bank card, but on the Sky online account I can see the landline number has changed.

Is there any possibility that this just needs a day or two to carry over, or do they need to contact someone at Sky?

[Mark39]

@MBOSS the number is unlikely to change, I'm afraid. Did your parents specify that they wanted to keep the number? Even if they did, forum experience is that it's not always possible.

[MBOSS]

I filled in the form on their behalf and chose the option to keep it, given that the PAYG Sky Talk option was free, it was almost just for retention and incoming purposes (hospital appts etc.).

To be honest I was surprised it was even an option, I recently moved to Sky myself and didn't bother with the switching service as I wanted a period of overlap with Virgin Media in my case.

I did find another thread making reference to a recovery team at Sky - https://helpforum.sky.com/t5/Talk/re-port-landline/td-p/4519529/page/3

[MBOSS]

An hour of live chat wasted and three phone contacts later, I believe there is a 'erroneous line takeover' team.

They do not have a verbal password set up on this account yet so I'll need to get them to do that first, it seems, before I can help.

[Mark39]

@MBOSS a telephone password would certainly make things easier, as not only can Sky use it to verify the accountholder's identity, but also it establishes you as an authorised user to speak on the accountholder's behalf.