Sky have "tagged" my landline number and won't let TT use it

phillw

AntonyStark wrote: »

So there IS a systemic problem in the way telecoms providers transfer customers.

No, there is a systemic problem with companies saying anything to stop you leaving. You let them make you indecisive and that is what caused your switching problems.

One time my old mobile provider told me my new provider had quoted me vat exclusive prices when I told them the deal I was switching to, purely because they couldn't beat it. I've never had them tell me they wouldn't be able to port my number, because I'd have told them they don't need to offer a guarantee but if they don't transfer it then I'd be complaining to the ombudsman.

AntonyStark

After further phone calls from me, I have been given back my old number by my new provider PO Telecoms.
There was no undue pressure from either the old provider (TalkTalk) or the new provider (PO Telecoms) for me to proceed with the switch. The customer service staff of course did not know the technicalities of how the networks operate, who controls which landline numbers, etc. But when asked these questions, they would put me on hold but then not come back with the relevant answers., The providers need to find a way for this to happen. There are 3 systemic problems. 1: the customer service staff answering switching requests do not ask the customer if he/she wants to retain the existing number. It is an important question. 2: the customer service staff are unable to find out in advance of a switch of provider whether or not the number will be retained. When pressed, they say there is the possibility that it will be lost. When told this is a precondition for the customer, they say then in that case don't take the risk of switching. There must be people within the providers' organisations who can look at the number, and the exchange, and the providers’ respective systems, and know whether or not the number can be ported. 3: when something goes wrong and the number is released accidentally, they are not able to block it from re-release until such time as they can re-acquire it. The best that the new provider could say to me in December was "When the day comes in January that your switch has happened, we will try and get your number back for you. It probably won't get reissued by then but we have no control over it until then". And the old provider said: “The number has been disconnected and we can’t begin to see if we can reissue it to you until you become our customer again”. That is why I say: an unsatisfactory system at both providers.