Retaining home phone number switch from TalkTalk to sky

Mistermeaner

Hi

My mum and dad were with TalkTalk phone and broadband at 40quid a month. All was in my mums name but bills paid from their joint account

Mum died recently and I’ve been helping dad sort bills etc

Part of this involved me getting dad a better deal with sky at 18 a month

I applied for sky online and all went fine ; switch over happened today with phone and broadband working .... apparently.::

Prior to the switchover date TalkTalk wrote to mum saying sorry your leaving blah blah blah you owe us X100 quid ...I called them explained she was dead and they said they would cancel the balance owing and permit the transfer

So... tried calling dad and their old phone number is no longer working - turns out sky haven’t retained their old number but given them a new one instead

I’ve looked back over the various emails from sky and also talk talk and there is no mention of a new number

They’ve had the same number for 40 years and no way did we want it changed

Prior to initiating the switch I checked sky and talk talk can exchange numbers - they can

Phoned sky and they Told me there is nothing they can do - I apparently need to phone talk talk in the morning to check if the number is still active (whatever that means) and if it is to phone sky cancellations team, cancel this existing subscription and set up a new order with the old number

Now I’m 99% certain when I set up sky I did so by entering my dads old number and they ran a check to see if they could use that line which they confirmed

None of the emails received mention changing the number

Talk talk never mentioned keeping the number

Advice and comments appreciated - I feel very let down

This is a big issue for dad who has had that number for 40 years and cannot he left having to inform everyone of his new number

wongataa

Sky are correct. This is down to TalkTalk. You have to sort it out with them.

Mistermeaner

Thanks but why is this down to talk:talk - i have spoken with them this morning and they advise the phone number was active until sky took it over yesterday, only when sky confirmed take over did talk:talk deactivate it

Mistermeaner

spoken with sky who advise the number is now gone and there is nothing they can do.

they have no record of the order when it was placed

this is so frustrating

to top it off they said they would offer a £10 credit as a good will gesture

40 years my mum and dad have had that number

Is anyone able to offer any help or advice?

The_Fat_Controller

You have to get a copy of the original order with SKY and see if part of the agreement was for them to transfer the number from TT.

SKY must have provided a copy of the order in writing or email to you, where is it ?

If SKY have offered compensation it is likely they messed up, however you have to accept that the number has been lost.

Mistermeaner

Thanks; copies of what has been received as follows:


***************************************

EMAIL STRAIGHT AFTER ORDERING:

It's great to have you on board

Hello xxxx

We're a friendly bunch here who'll go the extra mile to keep you in the loop about your Sky Broadband, Sky Talk and Sky Line Rental order.

Here's some important information for you right now

•

Your Sky Broadband and Sky Talk set-up dates will be confirmed in your Welcome Pack

•

Thank you for your upfront payment of £5.00

Track your order and more online

It’s easy to check any installation and delivery dates through Track my Order (you'll need to create a Sky iD first, but it only takes a few minutes. You'll then be able to manage your account and discover how to get the most from your Sky - so it’s well worth having a look around).

That's it for now.


The Sky Team


Your Terms and Conditions (including your cancellation rights) will be sent to you separately.




***************************************

EMAIL ON DESPATCH OF SKY HUB:

Meanwhile, please read the important information below

Hello XXXX,

We wanted to let you know that your Sky Hub has been dispatched and should be with you in a few days. So it won't be long until your Sky Broadband is up and running.

What to do when your Sky Hub arrives

The package you receive will contain your Sky Hub and an easy-to-follow set-up guide. As your broadband isn't due to go live until the date shown on your Sky Hub box, please don't try and install it as it won't work until then.

The set-up guide will also explain the best place for your Sky Hub - whether you want a wired connection or want to go wireless.

Also, please check that you have a BT compatible socket on your wall. If you don't, please call us as soon as possible on 03442 414 414 so we can arrange for an engineer to come and install one.

It's quick and easy to track your Sky Hub

You can track your Sky Hub delivery at Royal Mail Website using your tracking reference: VCXXXXXXXGB. To track your full order simply go to My Sky (you'll need to create a Sky iD username first, but it only takes a few minutes).

Returns

For information on how to return Sky equipment, please click here.


The Sky Team


*************************************

EMAIL PRE-SWITCH OVER

Before you know it, you'll be up and running

Hello XXXXXX,

Not long now until you'll be able to make the most of your Sky Broadband, Sky Talk and Sky Line Rental.

You'll be pleased to hear that everything can be activated without an engineer having to visit your home. Your services can take up to midnight to become active, see sky.com/remotely for more information.

So you know exactly what will happen and when, please take a look on the right.

See you soon.


The Sky Team


*******************************************

EMAIL REGARDS FIRST BILL

Your Account Number: XXXXXXXXXXXXX

Here’s when and how you'll pay for your Sky package

Hello XXXXXX,

Thank you for joining Sky - it's great to have you on board. So everything’s clear from the start, we need to give you some important information.

About your first monthly payment

On the right you'll see how much will come out of your chosen bank account and when.

As this is your first payment it may differ from your ongoing payments, and includes any pre-payments or charges you may have incurred since your Sky services went live.

Also, we'll only charge you for services once they're activated, so some charges may not be for a full subscription month - see the table below.

If you have a welcome offer, you can see full details in your bill. You can see a full breakdown of your bills using the My Sky app, which you can download from your app store.

About your future monthly payments

From month two your monthly payment will come out of your bank account on or just after the date shown on the right. This will include everything listed in the table below. For an idea of what your next three Sky bills could be, please go to here.

About your Sky Broadband and your Sky Talk discount

As a Sky Talk customer, you benefit from a discount on the price you pay for your Sky Broadband. As long as you keep both services you'll benefit from a £5.00 monthly discount on your Sky Broadband subscription.

We're changing some of our prices on 1st April 2019. The full details of how this will affect your monthly payments is detailed below but if you'd like to know more click here.


Product

Price Change per Month

Sky Broadband

£1.00

Some call rates will change on 1st May 2019 - click here for more information on tariff guides. As of 1st May 2019, calls to 0845 and 0870 numbers will no longer be inclusive, and charged at the same rate as Sky Pay as You Talk and will be subject to Sky's Access Charge (15ppm) and the owning Operator’s Service Charge.

Please be aware that if you have made any recent changes to your package, including cancellation of products or entering a new minimum term, these changes may not be reflected in this letter. To see all the details and your most up to date price information, click here and sign in with your Sky ID. You can easily set up a Sky iD on the website if you don't already have one.

Once again, thank you for joining Sky.


The Sky Team

Important things to know and check

Your first month's bill:
This will be for £22.95 and will be taken on or just after 11/03/2019

Your future monthly payments:
These will be taken on or just after the 25 of each month

Viewing bills and managing your account:
•
Use the My Sky app
•
Log in at My Sky and create a Sky iD (it only takes a few minutes)

Your Direct Debit Details:
Account Name:
XXXXXXXX
Bank Sort Code:
XXXXXX
Account Number:
XXXXXXXX

Need to amend anything? See above
Your payments will appear on your bank statement as:
Reference Name:
Sky digital
Reference Number: 147XXXXXXXXX

A summary of your new subscriptions

Please note: the table below only outlines your new subscriptions. The Total Subscription Charges figure below may differ from your first monthly bill amount shown above as it doesn't take account of any additional delivery charges or upfront fees.

Subscription Name

Bill Period Date

Product Cost

• Sky Broadband Unlimited
(standard price = £11.01)

25/02/2019 to 24/03/2019

£0.00

• Sky Pay As You Talk

25/02/2019 to 24/03/2019

£0.00

• Sky Talk Line Rental
(standard price = £18.99)

25/02/2019 to 24/03/2019

£18.00

Total Subscription Charges
(for this bill period)


£18.00


If you've booked a Premium Visit, the additional charge of £15.00 will be added to your
next bill.


*****************************************************

EMAIL ONCE UP AND RUNNING

An exciting new world awaits you

Hello XXXXXX

So that’s it. Your Sky Broadband, Sky Talk and Sky Line Rental are up and running.

What you do now is entirely up to you, but it’s well worth checking out My Sky when you get a few spare minutes.

There's so much going on at My Sky

To discover how to make the most of everything you get with your Sky package, view and manage your account plus find help and support simply download the My Sky app or login to My Sky (You'll need to create a Sky iD first, but it only takes a few minutes. You'll then be able to manage your account and discover how to get the most from your Sky - so it’s well worth having a look around).

Last but not least, a note about your Sky Q Hub

Please leave your Sky Q Hub turned on for the next ten days. That way, we can test different broadband speeds and settings on your line. Your starting speed will be the best speed your line can support based on factors such as the condition of your line. During this time you may notice some variations in speed and your connection may be intermittent at times - this is perfectly normal.

Thank you for being a Sky customer.

Returns

For information on how to return Sky equipment, please click here.


The Sky Team


************************************************


Other than this the router came in the post with instructions on how to set it up - nothing else

There has been no other post or emails. I've checked my junk mail folders as well

J_B

Mistermeaner wrote: »

Is anyone able to offer any help or advice?

Been there and got the T Shirt
https://forums.moneysavingexpert.com/discussion/5953254/is-there-a-charge-to-move-landline-to-another-supplier


Briefly, our 50+ year old number was 'lost' by John Lewis (Plusnet) ...
I think what happens is that the system will 'quarantine' the number for a week.
We signed up with BT with a temporary number and then managed to get the old number back.
Maybe do what Sky have said and cancel the order under the 'cooling off' scenario, then reapply???????

Mistermeaner

Thanks

Might try that

No money will compensate this

Would it be possible to ask sky to get a message put on the old number advising callers of the new number - at the moment when I ring it there is just a message saying it’s out of service

Nb in case it matters it’s an old 5 digit number (ie area code 01XXX , phone YYYYY) any new numbers in this area are 6 digits now

iniltous

If you had the number for 40 years, the chances are it is a number from BT's number range , and was probably ported from BT ( possibly to TT if not some other provider) before you tried to get it ported to Sky from TT.
If Sky didn't do the necessary work to get the number imported from TT , then if TT just ceased your service with them ( because Sky didn't say they wanted the number) then the number will have been returned to the range holder (BT) who will keep the number in quarantine for a while, before it just becomes any old spare' number , ready to be allocated to a 'new' BT customer off your exchange.

Depending on how important the number is, you could cancel Sky, and use BT (accepting a temporary number from BT, then renumber that temp number to the number you want once the quarantine period expires) but they won't guarantee getting the number for you, just to make a 'best efforts'

What you will find is that providers hide behind the 'we don't guarantee that you will get a particular number' ...I dont know if you ordered 'on line' with Sky, but ( being wise after the event ) speaking to them and stressing the importance of the number would have been the way to go, but they probably would have said what you wanted to hear , just to get your business anyway

Mistermeaner

in case anyone is interested (and hopefully to avoid any such similar future issues)

I am waiting for a 'senior manager' to call me back but SKY have more or less just held their hands up and agreed they have just ****ed this up

There are apparently 2 ways of taking over a line; 1 takes it over 'as is' and retains the tel.number, the other takes over the line physically but assigns it a new number

Sky did the latter when they should have done the former - and once that is done there is apparently no way back

So completely their mistake

And nothing they can do (literally) to fix it

They cannot leave a message on the old number, or implement a divert, or get it back etc. etc.

I feel very badly let down and this is the last thing my dad needed at what is already a very difficult time

there is no financial compensation for something such as this

If this was a known risk or indeed had been explicit we would never have made the change

SKYs website states: https://www.sky.com/help/articles/switching-to-sky-talk-from-another-provider

we did exactly as they required and they acknowledge they didn't write to us advising of the number change

My mum and dad had that number for over 40 years before mum died - there are likely old friends and colleagues from all over the world trying to call my dad now and pass on their condolences and unable to do so

these are old friends who don;t use email or mobile phones or facebook or any of that - and at the worst time my dad has been cut off from one his major links to the world and his support network

It may sound overly dramatic but to an older person on their own losing something like a land line number they have had for so long is a massive massive deal

I am very very frustrated at what has happened and am eager to hear what 'senior manager' has to say for themselves

be warned people

Mistermeaner

Reached dead lock on this issue with sky this week

They claim to have sent a letter advising of the number change - it is of course possible we missed it but can’t find it anywhere

Their final offer was 50quid credit or we go to dead lock and 3rd party review

I accepted the 50quid in the end as not confident of winning an appeal or indeed showing financial loss

Emotional toil on dad has however been significant

A really frustrating episode and still feel badly treated

Would like as many people as possible to be aware so hopefully others can avoid a repeat

Be warned people !