Our telephone number has changed even though we asked to keep our old number?

[Marilyn62]

We have recently changed over to sky internet and home phone. We asked to keep our old landline number, but it has been changed. We have called sky to discuss this and have been cut off 3 times. How do we get our old number back?

[caesarome]

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@Marilyn62 wrote:

How do we get our old number back?

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I don't think you will be able to get it back as it does say on the Sky website that is not always possible to transfer the landline number.

[Daniel0210]

@Marilyn62 

This link explains that it's possible 'most of the time'

https://www.sky.com/help/articles/switching-to-sky-broadband

[mormegil]

If the number port was placed with the order then you may have a temp number until the port order completes

if there was no port order then there is no way for sky to get it back

it is best to call sky to find out how your order was placed

[Mark39]

@Marilyn62 if you've been given a new number, Sky were unable to transfer your old number when you switched, I'm afraid.

[mormegil]

@Mark39 it doesn't work that way. Sky cannot just assign a new number if the port order fails, customer contact is attempted first and a letter sent before the line is renumbered

as I said the number port is either pending acceptance with a temporary service or more likely the order was placed with a number port request

the best option is for marilyn62 to call and get confirmation of what was ordered

[Mark39]

@mormegil  Never heard of Sky providing a temporary service pending a number port. You're right about customer contact. From Sky's help: "If we can’t transfer your number or you want a new one, you’ll get an email or letter with your new number. Or sign in to My Account to see it."

[mormegil]

Yeah if you sign in via sky.com and view your broadband &talk you will see the number assigned to the service the app does not show your number

[mormegil]

@Mark39 it is rare but mainly happens when openreach activate the service and the engineer is not aware the order is a migration with a port order 

the temp number is assigned by openreach in the line until the number port completes 

the more common issue of a port order is placed but not accepted is the line will have a partial service with the ability to make calls but only receive calls until the port order completes and may or may not have working broadband

if there is the ability to make and receive calls and the broadband is working then it could be there was no port order ever requested and a new number was requested at the time of sale

the best way to find out is to call so that the sky agent can check their systems and get the confirmation