Transferring line back to BT from Sky - help!

Lazyade_2

I had been a Sky Talk and broadband customer for calls and line since Sep '09 but wanted to transfer my phone line and calls back to BT (didn't like Sky's call charges to NGN numbers). I wanted to keep broadband with Sky for now.

I made the request with BT mid October and was given a transfer date of 1 Nov. Nov 1 came and all seemed to be working (including broadband), as it was on the 2nd and 3rd. But I got home today (5th) and the phone line is dead as is broadband. I phoned BT and they advised that they had experienced problems getting my number porter from Sky. They advised they were chasing but I should also phone Sky.

I contacted Sky who advised that they can not release my number out of their network (which is why the transfer failed). They said this was standard practice for lines transferring to them. I certainly wasn't made aware of this verbally when I transferred to Sky, but I will check their documentation.

I'm obviously bloody annoyed and have had to call BT and Sky on my mobile, god knows what the calls are going to cost having been on hold / talking for what must be an hour at least.

Can anyone offer any insight into what's happened and how best to resolve the problem. I don't want to be stuck in the middle between BT and Sky plus I really need my broadband for work.

Ypaymore

Did your number originate from BT in the first place ? If so you should be able to move your number back to BT foc under the return to doner scheme.

Lazyade_2

Hi Ypaymore - yes the number was a BT number that I'd had at various properties I'd lived in since 2004.

iniltous

I sure number portability has to be recipricol, if a Telco wants to import other Telco's 'numbers' then they also have to export their own 'numbers' to other Telco's on request, and in your case it was a BT number in the first place anyway, Sounds like the Sky agent either not knowing what the rules are or telling a porkie...tell Sky you will be calling Ofcom unless they export the number back to BT

Ypaymore

Lazyade wrote: »

Hi Ypaymore - yes the number was a BT number that I'd had at various properties I'd lived in since 2004.

In that case Sky should release it back to BT under the return to doner scheme.

Lazyade_2

I've told them that unless they release the number I'll be calling the regulator, cancelling my Sky World and HD subscription and demanding compensation. The guy I spoke to has escalated and I'm waiting a call back. It really is disgusting to be fed what is ultimately lies.

aaj123

Lazyade wrote: »

I had been a Sky Talk and broadband customer for calls and line since Sep '09 but wanted to transfer my phone line and calls back to BT (didn't like Sky's call charges to NGN numbers). I wanted to keep broadband with Sky for now.

Sky's rates to NGN numbers are exactly the same as what BT charges across the whole range of numbers. Which numbers are you referring to when you imply that Sky charges more than BT for NGN?

Heinz

IIRC, 0845 numbers are not inclusive on Sky Talk (whereas they are on all BT calls plans).

aaj123

Heinz wrote: »

IIRC, 0845 numbers are not inclusive on Sky Talk (whereas they are on all BT calls plans).

True. 0845 being inclusive is the only difference. But as far as charges for calling 0844 / 0843/ 0871 / 0872 numbers go, they are same for BT and Sky for all charge bands.

Lazyade_2

Ref the transfer to BT and NGN numbers, I also didn't want to be in the position of having my Sky TV subscription tied to my phone provider ie. if I cancelled Sky TV I'd have to cancel my phone line too. This all started back in September when I wanted to move phone and broadband to Plusnet, but Plusnet were unable to get Sky to give the line up so I resorted to BT.

I've now trawled through my paperwork and read all the Sky Talk small print and there is nothing about them having the right to withhold an originally transferred number. I'll be sending a recorded letter today to both BT and Sky asking them to give me a named individual to look into this. Still can't believe in this day an age a service provider thinks it's acceptable to leave a customer with phone and broadband.

macman

You no longer need a Sky TV sub to have Sky telephony.