Moved to Sky from BT, then no phone for 5 months & paying both companies.

[Andrewp190]

Has anyone moved from BT or another service to SKY and for several months after, not had use of a phone and been paying both companies?

Lesley was amazing, however, I cannot speak to anyone regarding a credit for paying BT & Sky (after SKY should have ported the account) or for the lack of service.

Unable to escalate a call, can only be called back. 

Considering using the small claims court.

Worst decision ever to change service!! (Broadband is good though)

[caesarome]

If you have been paying both then have you told BT of the date you left so they can pay back to you what they have been charging you ?

[Mark39]

@Andrewp190 if your service successfully switched to Sky. you need to speak to BT about why,they're still charging you.

With regard to your phone - is your handset plugged into the Hub? You're usually provisioned by default with Sky VOIP and the usual wall phone sockets won't work.

[TimmyBGood]

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@Andrewp190 wrote:

Considering using the small claims court.

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Typically the complaints route would be the ISP/telco, then their ADR service, and only then a legal challenge.

[Andrewp190]

I am reasonably sure this is what caused the issue. BT claim they did not receive the transfer request, Sky cannot give me a copy. When I call Sky I get told to call BT, when I call BT I get told to call Sky??

I have been chasing this since June/July

[Mark39]

My admittedly limited understanding is that a provider can't simply provision an already active line with a new service when that line is already tagged to another provider. When you switch, the new provider carries out an active line takeover on request to the old provider. 

I've no doubt Sky's active line takeover requests are carried out via an automated interface of some sort, hence there's nothing to copy and give you.

You could try raising a formal complaint with Sky, and see what the response is.

[sclel1427]

If this is the case the problem is solely on BT's end. Sky receive the request to take over your active services which were with BT and they completed that on there side and fulfilled all they needed to. If your BT services did not cease at this point this a problem on BT's end and you will need to take this up with them. Hope this helps.