Lost three numbers during porting from sky mobile

Gail_d_west

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.

AndyPK

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

Gail_d_west wrote: »

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

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.

Gail_d_west

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.

pmduk

It could possibly just be inexperience on their behalf? Few of their staff will have been working on mobile issues for long.

flashg67

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

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

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

Having recently changed my phone number with my account providers (Barclays and Nationwide.) It was completed within minutes online.

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

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.