HELP Current Sky landline cus moving same town 5mins away need same LLno & stay with Sky who say NO

[Sadgits]

URGENT please our move is 2 weeks tomorrow....Sky landline & broadband & TV etc moving 5 mins up the road in same small town so same landline exchange area, was told 2 wks ago by sky we could keep our landline number etc, we were staying with sky so not changing provider, now as we arrange the actual move dates with SKY they are claiming we cannot take our number of approx 20 yrs, we have to ask BT to do that, BT claim NO we are SKY customers and SKY have to transfer the number over to new premises, spoken to many diff sky staff all claiming we have to go through BT, we can't get a SKY supervisor on the phone, either the idiot 2 weeks ago is wrong or the staff today are wrong, but after speaking to a few at BT who all stated same thing once we transferred to SKY years ago they then owned the number and they being SKY would need to contact a company called 'Wholesale' who deal with landline number changes for all the different phone services operating today such as Sky. HAS ANYONE BEEN ABLE TO MOVE HOUSE WHILST ALREADY A SKY TALK & BB CUSTOMER & KEEP THE LANDLINE NUMBER AT NEW ADDRESS STILL WITH SKY?? Is this just another SKY staff too difficult light coming on as it makes absolutely no sense at all to us or to BT who are shocked at SKY's claim!

[Mark39]

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@Sadgits wrote:

 HAS ANYONE BEEN ABLE TO MOVE HOUSE WHILST ALREADY A SKY TALK & BB CUSTOMER & KEEP THE LANDLINE NUMBER AT NEW ADDRESS STILL WITH SKY?? Is this just another SKY staff too difficult light coming on as it makes absolutely no sense at all to us or to BT who are shocked at SKY's claim!

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Yes, it's possible in some circumstances to keep your number, but it appears not in your case. 

BT won't be able to help as they're a provider in the same way that Sky are. However, they might have the processes to be able to keep your number if you switched your phone/broadband services to them. I assume it's BT Wholesale they're referring to.

[Sadgits]

@Mark39  no BT have told us it's absolutely nothing to do with them what so ever anymore, even BT have to go through this 'Wholesale' Provider, I asked if we can contact 'Wholesale' and were told explicitly "No" they only talk to telephone providers not customers!

We are at a loss.  The TOO DIFFICULT light seems to have taken over at SKY and it makes absolutley no sense. Our new house is the same exchange literally 5 mins up the road.

[Mark39]

Not an organisation I've heard of, then. Perhaps another Community may have. I can only suggest you raise a formal complaint with Sky. However, I've no doubt they wouldn't want to annoy their customers by deliberately preventing you from keeping your number, so I suspect they simply can't do it.

https://www.sky.com/help/articles/how-to-make-a-complaint

[TimmyBGood]

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@Sadgits wrote:

even BT have to go through this 'Wholesale' Provider, I asked if we can contact 'Wholesale' and were told explicitly "No" they only talk to telephone providers not customers!

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Almost certainly BT Wholesale (aka BT Enterprise) which is operationally independent to BT acting as a telco and ISP.

[Mark39]

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@TimmyBGood wrote:

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Almost certainly BT Wholesale (aka BT Enterprise) which is operationally independent to BT acting as a telco and ISP.

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Yes, that was my thinking, but @Sadgits is convinced not.

[Sadgits]

@mark39 & @TimmyBGood thank you both but it's not that I am convinced, I think 1 of those companies is lying, but as BT various calls with various departments under it's umbrella have told me. We have been left piggy in the middle of these 2 firms with nobody at all within either of them helping, we've registered a complaint with offcom as they state it should be SKY sorting it,  there is so much conflicting info on the internet, most that I can find tends to refer to porting mobile numbers not landlines, and what I can find about landlines doesn't offer an exact name/department or tel number of who is legally responsible for porting a landline. Am absolutley at the end of our tether!

[simon194]

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@Sadgits wrote:

@mark39 & @TimmyBGood thank you both but it's not that I am convinced, I think 1 of those companies is lying, but as BT various calls with various departments under it's umbrella have told me. We have been left piggy in the middle of these 2 firms with nobody at all within either of them helping, we've registered a complaint with offcom as they state it should be SKY sorting it,  there is so much conflicting info on the internet, most that I can find tends to refer to porting mobile numbers not landlines, and what I can find about landlines doesn't offer an exact name/department or tel number of who is legally responsible for porting a landline. Am absolutley at the end of our tether!

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With my last 3 moves, all within thes same exchange area and with Sky, I've never been able to retain my number and had to have a new number on each move.

[TimmyBGood]

There does appear to be a considerable (and growing) gulf between the Ofcom 'expectation' that number portability is a thing, and the reality on the ground.