We had a similar experience. On first switching from Vodafone to Now, our landline number was not transferred. A Sky representative confirmed that we had asked for the number to be transferred in the application, but it was not done. After many hours on the phone talking to people who didn't know what they were talking about, who stated it was not possible to get our number back, and filing a complaint, we were finally able to get through to someone in the technical department who had dealt with this problem before.
The solution was for him to cancel the order and make a new order. A new router arrived in the post, our old number was connected, and everything works fine.
