Trying to join sky phone & BB, problems !!

cbrpaul

I applied to join Sky talk and BB 10 days ago, from Talktalk, all seemed ok online and used Quidco for some cashback !!!

4 days later i check my online sky order tracker, " There is a problem, please call"

I call, " sorry sir your order has been cancelled "

Why i ask

" not sure" the reply,

After some more questions from me, i was told its my address , BT openreach rejected as my address does not exist !!

My house is 45 years old , and has been the same property since , i have a working line that BT originally fitted !!


I was told to re-apply , again the order was cancelled !! this time they were not sure why !! and said it could be because you want to keep your number , and talktalk will not release it !!

Then i was told they weill re-order again , I said no , i want to know why it keeps rejecting , so they have escualted the problem , and I was told I would be called at the weekend , alas no call!!

Has anyone had any problems moving from another LLu provider to Sky ?
I notice that the chashback offer has now halved !! but i hope my order will go through on as its the same customer account number !

cbrpaul

Sky have just called me and have said Talktalk have rejected Sky from taking my number over !!! no reason given from Talktalk !!

This number was originally ported into talktalk from Bt !!

If this is true then why would talktalk act like this ? i pay my bill on time , and not in any contract with talktalk !!

Heinz

It's probably just a ruse to try to stop you moving your business elsewhere.

cbrpaul

Thx Heinz for the reply,

Sky said i can have a different number from them, and my order will go through straight away or wait for the equiry to complete which can ake 2 weeks !!

I would like to keep my number of 20 years plus , however i wont be held to talktalk just to keep my number !!

macman

I suspect that you are trying to do an LLU to LLU transfer, which is rarely possible (Sky are the only company who seem able to even attempt this).
If you want to keep your number then you'll need to do a 'return to donor' back to BT for line rental, (free, but requires a 12m minimum line rental contract). Once you are back on the BT network, you can then place your broadband with the ISP of your choice.
The reason it will go through with a new number is that that is then classified as a new line.-not a transfer.

cbrpaul

Thx macman for the info

When i used the sky online sign up process it asks if you want to keep your existing tel number and who it is currently with ! Then it allows the option with a tick box, So if they can't port after having all the info , why give the option during the sign up process ?

macman

It's not an issue with porting the number, it's a issue with LLU to LLU transfers.
Knowing that TT is your supplier doesn't automatically tell them that you have a TT LLU service.

cbrpaul

I see !!

So are you saying its dead cert I will not be able to take my old number from talktalk Llu to sky llu and to bite the bullet and just request a new number from sky ?

macman

I can't say it's a 'dead cert'. I was just indicating what I think may be the problem.
To have any chance of success you'll need to speak to someone higher up the food chain at Sky, who actually understands the issue. The tier 1 call centre drones probably think that 'return to donor ' is something to do with kidney transplants...

cbrpaul

Been on phone to sky again !!

2nd order cancelled by the system ???!!!!

He tried re-submitting it while on the phone but failed and no reason given by the system ???

Was told to try a completely new order online using different email !!

The chap was very helpful and admitted this is not very good !! He is going to call me back tomorrow first thing to see if the latest order has progressed or failed again !!

:-)

Gary1963

I am having the same problems. I am moving to a new build. I have emailed them saying either you can supply a new line or you can't!