terrible service from sky

shopaholicz

In January we swapped from Sky to Virgin Media. When the virgin engineer was installing the new service on 7th he phoned sky to arrange a transfer of our old phone number. I was in the room when he did this.

It never transferred. I've just spoken to sky who have the request on 7th logged, but can't say why it didn't happen and it's apparently too late now as the phone service has just ended.

Terrible service from Sky.

If you're thinking of joining sky........think again.

Should I complain and who to? Would you complain?

christaitfife

It is very strange that the Virgin Engineer called Sky to have the number transferred whilst in your home. I'm not saying it doesn't happen, but I had never heard of this. From what I remember the number transfer aspect is an administrative process, not an engineering one.

If Virgin said you could keep the number you had with Sky I would say it is Virgin's fault that they didn't follow up/ case up the number transfer. Like in most situations where you are the end consumer the blame goes to the company that you had the promise of a service from - which would be Virgin. Virgin made you a promise that they din't fufill. Whether they blame Sky or anyone else, they didn't do what they said they were going to do and are therefore responsible. You complain to Virgin as they are at fault (as in they haven't done what they said they would do or made a promise they couldn't keep).

Sorry, see this as Virgin's problem and not Sky.

duchy

I agree
It isn't the engineer's job - nor is it the normal process.
When you called Virgin to order your new services they should have asked you if you wanted to keep your number ...and then told Sky they were taking it. If they didn't do this then when the Sky service ended the number would have ceased to "belong" to your line. Sky didn't "keep" your number once you transfer your service to another provider- it doesn't work that way. Sky don't "give" it to Virgin - Virgin have to "take" it- and it apears from what you say-they didn't do this.

It sounds more like Virgin didn't apply for your number in time and it was too late by the time the engineer picked up on it.

You are blaming the wrong provider.

[Deleted User]

duchy wrote: »

It sounds more like Virgin didn't apply for your number in time and it was too late by the time the engineer picked up on it.

You are blaming the wrong provider.

I agree.

It sounds like the customer was simply being placated by the Virgin installer. I doubt the installer had any authority to ring Sky on behalf of the customer and that would explain why the call was logged but nothing was done. As you say, probably too late by then anyhow.

christaitfife wrote: »

You complain to Virgin as they are at fault

I doubt this will result in the OP keeping her original number, of course.

shopaholicz wrote: »

If you're thinking of joining sky........think again.

The irony of telling potential new customers to avoid Sky when the fault is Virgin's is not lost.

shopaholicz

Thanks for the replies. I was really blaming Sky, but reading all your posts I now realise it was virgin media.

LazyTyper

christaitfife wrote: »

It is very strange that the Virgin Engineer called Sky to have the number transferred whilst in your home. I'm not saying it doesn't happen, but I had never heard of this. From what I remember the number transfer aspect is an administrative process, not an engineering one.

In Openreach land, the installing engineer would usually call through to the porting line to "activate" an in-flight porting order, so the port activation coincides with the line install, minimising the time the number is out of service.

I do agree, however, that it is unusual that the engineer would do this while in the customer's home.


The number may still be recoverable, but may need to raise a complaint with Virgin Media, as they need to raise an escalation with Sky. It might take some effort, but if acted on quick, there is still a good chance this number can be ported.