Number porting confusion

[DuncanA]

Bit of an unusual one but bear with me. My mum recently moved house a short distance and is/was with talktalk. Soon after she moved, her phone was cut off by Talktalk.  After several unhelpful conversations with Talktalk customer services, they eventually revealed that a request had been made to port her number to Sky on the 16th of February.  Mum has never made that request, but because of the rules regarding transfers Talktalk can't block the number moving. They have offered a new number, but as Mum wanted to retain her number she's been told that's now with sky.  As she never authorised the change or received any correspondence or contact from sky, how can she contact the right department at sky to find out how or who requested it, and whether there is anything that can be done to reverse it? Thank you for reading.

[TimmyBGood]

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@DuncanA wrote:

 Mum has never made that request

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Was Sky Broadband, or perhaps a Sky television service, ordered for the new address?

[DuncanA]

Hi @TimmyBGood, no she recently renewed with talktalk and was supposed to be moving that contract to new address. The first idea that something might be wrong was when they started pursuing her for ending her contract early, which we've now established was to join Sky, but we've never had contact with sky before or in the six weeks after

[Mark39]

I'm unclear as to the sequence of events here. Did she move to the new address before this happened? Or did the unexpected porting of the number, and cancellation of her TalkTalk service happen while she was still at her previous address?

[DuncanA]

Hi @Mark39, the request was dated the week before she moved while she was still at her old address, but the service stopped a month after she moved and been connected.  it's all confusing and Talktalk haven't been the best of help which is why we're hoping there's a department at sky we can write, email or talk to.

[Mark39]

I'm wondering it it was whoever was moving into your mum's old property signing up for a phone/broadband service with Sky(?).

In similar circumstances Sky would contact an existing customer seeking confirmation that it was above board, and not a 'slamming' attempt. Perhaps TalkTalk don't do that, or failed to, for some reason.

In honesty, I don't think Sky would be able to help you with this as your mum's not a customer and there wouldn't be a straightforward way of establishing what has happened. 

Have you tried calling your mum's old number? If it has been assigned to someone else they might be able and willing to shed light on it.