Switched broadband from Virgin today, but unable to receive incoming phone calls

[zen419]

Hi everyone, an Openreach engineer visited today and successfully switched our broadband service from Virgin to Sky. He also got Sky Stream up and running. As part of the visit he checked we could still make outgoing calls, but we now realise we can't receive incoming calls. I can call my mobile from the landline, but calls from mobile to landline are not put through. Instead I hear "the person you're calling isn't around right now" which is a recorded announcement produced by Virgin's infrastructure, I think. The Openreach engineer didn't seem familiar with anything except broadband, and I wonder if he skipped a step in the process of switching over from Virgin.

Can anyone suggest what I need to do to get Sky to sort this out with Virgin? Sky's chatbot is of course completely useless.

[Laing1]

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@zen419 wrote:

Hi everyone, an Openreach engineer visited today and successfully switched our broadband service from Virgin to Sky. He also got Sky Stream up and running. As part of the visit he checked we could still make outgoing calls, but we now realise we can't receive incoming calls. I can call my mobile from the landline, but calls from mobile to landline are not put through. Instead I hear "the person you're calling isn't around right now" which is a recorded announcement produced by Virgin's infrastructure, I think. The Openreach engineer didn't seem familiar with anything except broadband, and I wonder if he skipped a step in the process of switching over from Virgin.

Can anyone suggest what I need to do to get Sky to sort this out with Virgin? Sky's chatbot is of course completely useless.

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@zen419 just a thought when you call from the landline to a mobile does it show your old virgin number as the number that is calling ?  if its not your old virgin number try calling the number that called you am wondering if you have been given a new number 

[zen419]

Yes, the old number (which I'm keeping) is shown as the number calling

[Laing1 · Accepted solution]

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@Laing1 wrote:

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@zen419 wrote:

Hi everyone, an Openreach engineer visited today and successfully switched our broadband service from Virgin to Sky. He also got Sky Stream up and running. As part of the visit he checked we could still make outgoing calls, but we now realise we can't receive incoming calls. I can call my mobile from the landline, but calls from mobile to landline are not put through. Instead I hear "the person you're calling isn't around right now" which is a recorded announcement produced by Virgin's infrastructure, I think. The Openreach engineer didn't seem familiar with anything except broadband, and I wonder if he skipped a step in the process of switching over from Virgin.

Can anyone suggest what I need to do to get Sky to sort this out with Virgin? Sky's chatbot is of course completely useless.

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@zen419 just a thought when you call from the landline to a mobile does it show your old virgin number as the number that is calling ?  if its not your old virgin number try calling the number that called you am wondering if you have been given a new number 

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@zen419 I beleive it can take up to midnight for the transfer to fully take place so may be worth while waiting until tomorrow to check if your line is fully working. If not you may have to contact Sky or come back on here and we may be able to escalate this to Sky for you

[zen419]

Thanks, I will follow your advice

[zen419]

Thank you @Laing - phone is working OK this morning