Sky changed my landline number after promising they wouldn't

[sgreybe]

I have recently ordered Broadband which came with Sky Talk. I spent much time confirming we would be able to keep out landline number as this is vital to my work and my elderly mother who can't remember another number. Sky confirmed that I would be able to keep my number (it wasn't coming from Virgin) and so, based on this, I went ahead with the order for Broadband and Talk.

I see now on my account that the number has been changed without informing me. How do I get Sky to change it back to my old number? I can't call them on the landline because it's not working until connected to the wifi which is not active yet.

[Daniel0210]

@sgreybe 

I don't think Sky can guarantee the same number can be retained. Unfortunately you won't be able to get it back now. 

From the Sky website…

Your phone number

Most of the time you can keep your existing number when moving to Sky Talk. Just let us know your existing number and your phone provider when placing your order.

If we can’t transfer your number or you want a new one, you’ll get an email or letter with your new number. 

https://www.sky.com/help/articles/sky-broadband-and-talk-remote-activation

[sgreybe]

I realised this so I asked them and they said it would be fine because it wasn't Virgin. Also, I never received any letter or email saying they would change the number.

[sgreybe]

Hi Daniel

Thank you for answering. Would you be able to escalate this to someone at Sky to help me? I still haven't been able to get through to anyone on the phone and the chat bot doesn't help at all.

Thank you

[Daniel0210]

@sgreybe 

If a new landline number has been provided I'm pretty sure the Messaging Team won't be able to arrange the old number to be reapplied. 

If you dial 17070 from your landline it should play an automated message which should include the (new) number and provider.

You may have to preserve calling Sky by dialling 150 but again, I think it's too late now. 

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