Switch to Sky all gone wrong

[Cpaxton]

Ive just moved to Sky from EE - all went smoothly until yesterday when my home phone stopped working. I contacted my  nephew who works in Telecoms ( prev for Sky) - he went through all checkx with me, checked no service issues etc but couldnt find anything so suggested I report a failt which I did,

I got the run around for 2 hours to be told that EE hadnt ported my number and it was now lost, nothing sky can do and I needed to contact EE however it was likely my

numbers gone ( had for 20 years). 
I asked for a complaint to be logged which they did but immediately closed it as said there was nothing sky can do! 
Despite being nearly 80 I still have my wits about me and to be frank my first experience with sky has been appalling! 
can anyone please confirm that there is no way now of recovering my number? 
should I be dealing with EE when sky advertise they do everything on the  switch? 

Im still within my cooling off periosd so am thinking of maybe going back as i use my landline a lot and the thought of having to notify friends, family and businesses I use fills me with horror! 
Can anyone help or advise please. Should I get a name of a senipr manager and complain again? 

Thanks 

[Mark39]

@Cpaxton when was the switch from EE completed?

[Cpaxton]

Hi 

last friday my nephew installed the router, set up the Tv etc and all was working fine until my son rang my mobile yesterday and asked me who id been talking to for hours- hed been trying to get through but kept getting the engaged tone. 

[Mark39]

@Cpaxton my understanding is that providers are required to keep your number available for porting for up to 31 days after your switching completes, so it might still be retrievable, providing there's no underlying reason why it can't be ported. If it's simply a matter of Sky not requesting porting, or EE just failing to do it, you might be able to get it back.

That said, it can also sometimes take several days for activation of the phone service to fully complete, so it may simply be that it hasn't happened yet. Can you make calls? Try dialling 17070 and the recorded message will give you the number assigned to your line. 

[Cpaxton]

Hi 

thanks for this- sky have allocated me a new number so yes I can make and reveive calls on that, however I want my old number back.

it makes sensr that my old number is retained for 31 days to tie in with any cooling off period - how do I get Sky as my current provider to take more responsibility? 

[Mark39]

@Cpaxton we can ask the Community messaging team to contact you here to discuss it, if you wish. However, as it will undoubtedly involve the engagement of a back office team, with whom they may not be able to liaise, they may direct you to call.

Alternatively you could raise a formal complaint. If you want to do that, I'd suggest using the web-form  option to raise it, as it may otherwise go to a front line adviser who may not grasp the issue, and how to progress it

https://www.sky.com/help/articles/how-to-make-a-complaint

[Cpaxton]

Hi 

for info complaint raised and no one been in touch. 

ive decided that going direct to ofcom and my local press I feel is the only way I will get any support. 

im absolutely shocked at the lack of care as my first experience with them. To be quite Honest Anna Cook the MD should be ashamed. 

[Daniel0210]

@Cpaxton 

Once a complaint has been filed Sky have 8 weeks to resolve it before you can request a 'deadlock letter' which then allows you to take it further. 

[GD1]

@Cpaxton  Ofcom won't deal with your complaint they'll likely direct you back to Sky.

You do need to raise a complaint with Sky first and they have up to 8 weeks to resolve or provide a Deadlock letter.