Landline number changed when I wanted to keep old one

[AC70]

We recently moved from Vodafone to Sky, and also from phone line to fibre.  As part of the move, I ticked the box saying we wanted to keep our old number, but we ended up with a new number.  I've been trying to get onto Sky to ask them to change it, but they say they can't - and I can see several people on these threads with a similar problem. It's a right pain as our kids know our old number off by heart, and also doctor's surgery, council etc all have it.  I know our old number is still unused, so I can't see what the obstacle really is.

I just can't believe it's impossible - if the old number is available, surely it's possible for Sky to work with Openreach to sort it out.  I can understand it's extra work for them, and that Openreach might charge Sky to make the change or something so they might have a *policy* of not doing it, but that's not the same as *not being able* to do it.  Does anyone on here know the real - technical - reason why they can't change a phone number?

[Mark39 · Accepted solution]

@AC70 assuming it's possible at all, my guess is that it would require some kind of specialist, manual engagement. In your position, if keeping number is absolutely vital, I'd raise a formal complaint, in writing, which might stand a better chance of ending up with someone who can deal with it. 

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

[AC70]

Thanks. I might do that - part of my problem is that when I ring, I seem to get bounced around different parts of the business, whereas I'd hope that a formal written complaint might actually get to the right place!  And yes, manual effort - and they might not want to open the floodgates - but I bet it's *possible*.