Sky talk showing user busy on incoming calls

[akz]

Hi

I have recently had our broadband switched over to Sky and BT line to use Sky talk - all works ok broadband side and Sky talk is showing a green light.

I can make outgoing calls from the handset but any incoming calls are showing line busy.

tried router resets and waited an hour etc but this has not worked from install date so need to understand if it needs an backend provision or reconfig?

[akz]

Just wanted to stress this is urgent and had not been working since it was installed/setup a few backs.
My parents are both elderly and need incoming calls. 

If I need to escalate this please let me know how?

[Mark39]

@akz have you checked to make sure your telephone number is what you expect it to be? If you dial 17070 the recorded message will tell you what number has been allocate to your line I'm assuming you're the Sky accountholder..

[akz]

Hi 

I just checked now and to my suprise/shock the switch from BT has not ported over our original telephone number we have had since 35 years - thanks for pointing this out, I did speficy we needed the our BT number as the hospital and clinics for my parents use that number to contact us. 

What are the steps to get our original BT number re-instated, I need to do this urgently. 

[Mark39 · Accepted solution]

@akz providing there's no technical reason why your number couldn't be ported, Sky should be able to fix it, but time is of the essence, as your number with BT will only be available for 31 days after switching.

Sky will have to cancel your current service, and, I believe, repeat the switch in order to port your number. That means, I think, that you'll be without any broadband/phone service for several days, so you might want to arrange some additional mobile data.

I would suggest calling ASAP (dial 150) to complain, explaining what has happened and crucially that although you asked for your number to be ported, it hasn't happened. The issue will have to be passed to a back office team to manage and expedite.