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  • FIRST POST
    • Gail_d_west
    • By Gail_d_west 19th Mar 17, 12:44 PM
    • 6Posts
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    Gail_d_west
    Lost three numbers during porting from sky mobile
    • #1
    • 19th Mar 17, 12:44 PM
    Lost three numbers during porting from sky mobile 19th Mar 17 at 12:44 PM
    Hello

    We're having a few issues with sky mobile and trying to port mobile numbers from them to two different networks.

    What has happened is, I joined sky mobile and ported our three numbers from O2 to sky as we were having signal issues with our mobiles. We bought ourselves out of the mobile contacts and moved to sky. Everything went well until we were having the same signal issues with O2 as we were now having with sky. So I contacted sky and asked about the issues and they informed me they were part of the O2 network and this is why we were still having the same issues.

    As I was still in my first thirty days with sky I proceeded to cancel my contracts with sky so we could move to a new network. I cancelled each one the same way. I rang sky and told them I wanted to cancel the contracts and I needed a Pac code so I could transfers the numbers to a new network. Sky emailed me the Pac codes first and then on the same phone call said are you okay for us now to cancel your SIM and end the contract. To which i said that was fine.

    We then took out three rolling SIM and gave the new providers the Pac codes. This us where the issues statted. We were told the porting should take 24 hours at most and then we would have our numbers back. A few days went by and still no numbers. Spoke to Vodafone regarding this and they said the issue is with sky.

    I then rang sky and asked them what the problem was. They informed me that the number port wouldn't go through as the SIM cards were cancelled after we were given the Pac codes. When I asked why this happened they said it was because i cancelled the SIM. When I informed them that I asked for Pac codes and then the operators on the phone said are we okay cancel the SIM, they said they should of given you the Pac codes and said when the number port is complete, the account will cancel down and will end the contract. Which they have investigated and found that the advisors on the phone due to lack of training gave me the wrong info and shouldn't have cancelled the sims.

    Sky have since asked me what we would accept as a resolution to this which I have said is our numbers back. If we can't have these then we would be seeking compensation. Which sky agreed and asked how much. One number we have had for 18. 10 year old number and the other number was two years old. What should we we looking for as compensation as they have said if the numbers have gone we can't get them back

    Any ideas or help would be appreciated.
    Many thanks.
Page 1
    • AndyPK
    • By AndyPK 19th Mar 17, 3:11 PM
    • 2,441 Posts
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    AndyPK
    • #2
    • 19th Mar 17, 3:11 PM
    • #2
    • 19th Mar 17, 3:11 PM
    probably best to ask on here before in future.

    Bit silly to port 3 numbers in one go without knowing the signal would be good.

    Is vodaphone now good? If not that leaves EE and '3' networks
    • pmduk
    • By pmduk 19th Mar 17, 3:41 PM
    • 7,629 Posts
    • 5,489 Thanks
    pmduk
    • #3
    • 19th Mar 17, 3:41 PM
    • #3
    • 19th Mar 17, 3:41 PM
    Sky have since asked me what we would accept as a resolution to this which I have said is our numbers back. If we can't have these then we would be seeking compensation. Which sky agreed and asked how much. One number we have had for 18. 10 year old number and the other number was two years old. What should we we looking for as compensation as they have said if the numbers have gone we can't get them back
    Originally posted by Gail_d_west
    I believe Ofcom's current thinking is that they own numbers, not the subscriber and as such pretty small sums are being paid in compensation, unless any of the numbers are on a business tariff, ie not used for business on a consumer tariff.
    Last edited by pmduk; 19-03-2017 at 8:17 PM.
    • Gail_d_west
    • By Gail_d_west 19th Mar 17, 8:11 PM
    • 6 Posts
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    Gail_d_west
    • #4
    • 19th Mar 17, 8:11 PM
    • #4
    • 19th Mar 17, 8:11 PM
    If Sky we're clearer on their website they were part of the O2 network, this wouldn't be an issue. As regards porting three numbers at once, wether I port one or twenty, I had PAC codes and as such shouldn't be facing these issues. I was only asking advice, not to be shot down for porting three number at once, it not my fault Sky cocked everything up.
    I also checked the signal coverage on their website and it said it would be fine for 4g, also Vodafone are great, we get more coverage, and even with low signal areas we still get coverage. Shame we've lost our numbers that's all, if it was an accident I could possibly understand, but down to lack of training on the behalf of the Sky staff is just unacceptable.
    Last edited by Gail_d_west; 19-03-2017 at 8:15 PM.
    • pmduk
    • By pmduk 19th Mar 17, 8:19 PM
    • 7,629 Posts
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    pmduk
    • #5
    • 19th Mar 17, 8:19 PM
    • #5
    • 19th Mar 17, 8:19 PM
    It could possibly just be inexperience on their behalf? Few of their staff will have been working on mobile issues for long.
    • flashg67
    • By flashg67 19th Mar 17, 8:35 PM
    • 2,258 Posts
    • 1,489 Thanks
    flashg67
    • #6
    • 19th Mar 17, 8:35 PM
    • #6
    • 19th Mar 17, 8:35 PM
    Very subjective - losing a personal (non business) number is inconvenient but only costs you in time to let everyone know your new number, so difficult to put a value on IMHO - how about the cost of a month's contract for each one? if you have Sky TV or broadband, is say, £50 credit on your account any good? Can't see you getting £00's to be honest.
    • AndyPK
    • By AndyPK 19th Mar 17, 9:19 PM
    • 2,441 Posts
    • 654 Thanks
    AndyPK
    • #7
    • 19th Mar 17, 9:19 PM
    • #7
    • 19th Mar 17, 9:19 PM
    You don't close an account when getting a pac. The act of using the pac closes the account. As only had 14 days to cancel it would have been tight anyway.

    On here we recommend you get a 99p sim off eBay or a free one to check reception first.

    We also know in here that there are only 4 networks and all the others share these. We would know who sky use
    • Martin50
    • By Martin50 20th Mar 17, 11:05 AM
    • 27 Posts
    • 8 Thanks
    Martin50
    • #8
    • 20th Mar 17, 11:05 AM
    • #8
    • 20th Mar 17, 11:05 AM
    For what it's worth, I would suggest that losing a personal number is a big deal. For a start, my bank will sometimes text me a confirmation code if I'm doing a transaction online, and I very much hope they wouldn't make it too easy to ask them to use a different number to the one they'd be using for 10 years+ . It may be simple enough to tell family, close friends, etc about a new number but there are many more people who might like to know.
    • pmduk
    • By pmduk 20th Mar 17, 3:27 PM
    • 7,629 Posts
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    pmduk
    • #9
    • 20th Mar 17, 3:27 PM
    • #9
    • 20th Mar 17, 3:27 PM
    Having recently changed my phone number with my account providers (Barclays and Nationwide.) It was completed within minutes online.
    • Gail_d_west
    • By Gail_d_west 21st Mar 17, 8:30 AM
    • 6 Posts
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    Gail_d_west
    We had 30 days in which to cancel. Which I wouldn't class as tight.

    Loosing one personal number is bad enough, but loosing three is more than inconvienent, that's just a lot of hassle we can do without to be honest. That's pretty much ringing every company and contact we have for our entire family to tell them we've changed our number.

    The fact I work nights and my partner works all days makes this kind of thing a nightmare to do.

    I'm not prepared to roll over given the sky have admitted it was the companies error and lack of staff training. That's just unacceptable, and to say 8
    • Gail_d_west
    • By Gail_d_west 21st Mar 17, 8:34 AM
    • 6 Posts
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    Gail_d_west
    I shouldn't have been put in the situation in the first place, let alone down to staff incompetence.

    As of yesterday, sky say they are trying to retrieve the numbers first, if that can't be done then they will be ringing me to discuss what's happening next.
    • PHK
    • By PHK 21st Mar 17, 10:58 AM
    • 52 Posts
    • 32 Thanks
    PHK
    We had 30 days in which to cancel. Which I wouldn't class as tight.

    Loosing one personal number is bad enough, but loosing three is more than inconvienent, that's just a lot of hassle we can do without to be honest. That's pretty much ringing every company and contact we have for our entire family to tell them we've changed our number.

    The fact I work nights and my partner works all days makes this kind of thing a nightmare to do.

    I'm not prepared to roll over given the sky have admitted it was the companies error and lack of staff training. That's just unacceptable, and to say 8
    Originally posted by Gail_d_west
    Unfortunately, your working arrangements are your own responsibility and so that won't have any effect on compensation.

    You also need to consider that it's common knowledge that it's either cancel or port (because that's what the regulations state) so you need to factor in that some of the onus is on you.
    When looking at "compensation" a court, if it came to that, would look at the actual cost to you of notifying everyone who needs to know. You would also be expected to minimise your loss. So, for example, if you can email friends \ business colleagues do that rather than have number change cards printed.

    If it was me then I would be looking at £30 per number to cover the cost of phone calls etc.
    • Gail_d_west
    • By Gail_d_west 21st Mar 17, 12:21 PM
    • 6 Posts
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    Gail_d_west
    I think common knowledge is a little harsh. I know you need a Pac code to port numbers but everything else I don't have any idea about. So if I ring up a company and ask for a Pac code. Why would the member of staff then say after giving me the Pac code. Do you want me to now cancel your sim. If they know that's not the process, so where is the onus on me. As far as I was concerned I had my pack code and that's all I needed. Anything after that is for the company to inform me of the process. So me asking for the pack code, implies I want to port my number, so should have been told that once the port is complete that the contract will cancel down regardless, and not cancel the SIM in the same phone call. That's just bad training and mis-information.
    • Gail_d_west
    • By Gail_d_west 21st Mar 17, 12:29 PM
    • 6 Posts
    • 0 Thanks
    Gail_d_west
    Yes, my personal situation is my own situation but that fact I work a completely different shift just makes it more awkward for me to communicate with companies. It would be like me saying, can you wake up in the middle of the night and ring Natwest to change your phone number. You wouldn't be massively impressed with having to do that. Is that awkward and inconvenient, yes.
    Also, it may be common knowledge to you. But it wasn't common knowledge to me, I was being guided under the direction of sky. So saying the onus is on me is wrong. If I don't know the process of something, and I'm being led by the sky representative on the phone , I get my pac code and now she asks me if I want to cancel. As far as I'm concerned, that is the correct process.
    • PHK
    • By PHK 21st Mar 17, 12:58 PM
    • 52 Posts
    • 32 Thanks
    PHK
    I didn't say the onus is on you. I said some of the onus was on you. Money saving is about being smart and doing your research to save time and money.

    Coming back to your working hours, the reason it's inconvenient for you is because you aren't available during standard business hours. Thats no one's fault so it's not something that would cause any compensation to be enhanced.

    I suppose put crudely, compensation is re-imbursement for expense and perhaps a little for 'hurt and inconvenience' . What it isn't is a means to quell your outrage or a punishment for a mistake.
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