Why does porting new VoIP landline numbers seem so difficult to service providers?

iniltous

As pointed out , it’s either Sky have asked for the number to be ported and EE haven’t done so , or Sky didn’t request the number at all but are telling you they did , you have decided who you believe without any actual evidence or proof.

When you signed up to Sky , if it were online did you fill in the form requesting your existing number to be ported or not , if you did it’s in the T&C’s thats it’s a best efforts attempt and not guaranteed…if you didn’t fill in this option and assumed that as the number is held in a pending state for 30 days ( which it is , this doesn’t stop your account being closed ) and expected Sky to use this window of opportunity to request the number retrospectively , again you can’t know if this has actually happened or not . TBF , the port hasn’t happened and it could be either party at fault , but ultimately your contract is with Sky , EE owe you nothing, it’s upto Sky to retrieve the number , that’s the only party you have a relationship with , you should expect them to resolve this even if EE were initially at fault .

Your attempt to bring BT into this is a little weird , but your animosity for them seems to be clouding your judgement, BT are not involved, EE and BT may belong to the same group but that’s it ( so are Plusnet ) .

Im sure if you bought an item from Screwfix and it wasn’t as described, you wouldn’t start blaming B&Q , because both are Kingfisher companies, you would complain to Screwfix and expect them to remedy the issue , in your case the complaint (from your perspective) is with Sky , accepting Sky saying ‘it’s not us’ is naiveity on your part , it’s only Sky that can fix this , or tell you a lot if nonsense to get you off their backs , it’s your choice to to accept it or not .

smileguy

when you ring up Screwfix the person answering the phone doesn’t say hello I’m from B&Q do they? When I ring up EE customer service they often say hello it’s BT here 😂. I’ve obviously filled in the number porting form and contacted sky within 24hours noticing my old number wasn’t ported . They told me they had requested the number porting but had no response. EE told me nothing to do with us we’ve closed your account tuff luck basically.

iniltous

No they don’t , ring BT they say BT , ring EE they say EE, they have different numbers to contact them , I’d agree they are linked more so that Screwfix and B&Q , and BT push customers towards EE , but your claim is that BT were involved in your porting that’s just not true …as far as EE , they didn’t fail you , you didn’t ask them to do anything , your provider Sky did (or didn’t ) what’s more , Sky can lie to you , you can’t know if they are telling the truth or not , Sky can’t lie as easily to EE , if Sky contact EE to say we asked you for the port , EE can say , ‘oh what’s the reference number’ (or whatever process or procedure is applicable ) Sky unlike you , do have a relationship with EE ,

….it’s obviously up to you if you accept the situation or not , and who you chose to blame (without any shred of evidence)’ but the fact is Sky let you down , and continue to let you down by not fixing the problem, even if they were correct that was EE that made an error , (both you and I don’t know who did make the error ) but why are Sky not getting EE to fix it , if it were EE that messed up ? or resolving the issue if it were Sky that messed up , using the 30 day window ?, seems to me they are telling any old nonsense in the hope you go away.

smileguy

Not sure what you don’t understand I’ve rang ee customer number I’ve used for years and when they answered they said hello BT here and it had happened on more than one occasion , hence why I say EE BT . Didn’t BT buy EE in 2016 ? Ee web site says it’s powered by BT ? Powered by BT

EE Broadband merges the reliability, engineering and security of BT with the innovation and brilliant customer service of EE?. . Anyway my issue is either sky has cocked up ? Or EE BT isn’t responding to sky ?. When I contacted EE recently regarding the issue it’s not good PR on their behalf to just tell me my accounts closed and nothing they can do . Both parties need to communicate wouldn’t you agree?

iniltous

You are not an EE customer anymore , they received no instruction directly from you , they responded to a request from Sky not you , your inclination is to believe Sky that they did request EE to port the number , something they failed to do , say that’s true ( I don’t believe it is true , I’ve no evidence to support that , in the same way you have no evidence to believe it ) but ultimately so what ? , Sky are your provider now , not EE , you should be asking what are Sky going to do about it for you ?

Your number hasn’t been ported , you clearly feel it’s not good that EE say (when you call them as an ex customer) ‘you are not a customer so go away’ , but they have zero obligation to you , Sky are your provider.

It seems to me you should be calling Sky as they are supposed to providing all your services , it’s Sky that you are paying , but they are not delivering what you asked for , if they say ‘it’s not us , we asked EE for your number and they haven’t provided it ‘ is where you and diverge , I’d say to Sky ‘ I’m not interested in excuses, even if it were true that EE made a mistake, it’s you , Sky that I pay , it’s Sky that are responsible as they took my order , so what are you going to do to resolve the problem ?’ , presumably the conversation you had with Sky was more along the lines of them saying ‘ EE have messed up, we could investigate and get this fixed but we don’t feel we should have to because it’s not our error , you should contact EE yourself and insist they fix their mistake , that’s the only way you will get your number back , because we have tried , it’s not worked and we can’t do anymore for you ‘.

You strangely seem more inclined to give credit to Sky even in the face of this inaction from them , and you blame the losing company, but put another way , EE have lost your business, why would they be in the slightest bit interested in your complaint, if they had entertained your query a little a more ‘dignified’ response you are not entitled to , but would be , ‘ask Sky to follow the appropriate process if they feel the port has not been handled incorrectly by EE ‘ , it shouldn’t need EE to tell you that , just so you can tell Sky something they should already know .

smileguy

an update to my post 😀 It seems sky didn’t put in a request to port my number even though on multiple occasions they told me they had and EE wasn’t responding so EE were correct when they told me so . Sky then tried to tell me via email that the number port wasn’t on my order for broadband, luckily I had screenshots of order. They apologised for this but after many calls they said the only way was to cancel my broadband (loss of service to regain my number as they haven’t the tech to just number port .They told me on the phone before they cancelled to port my number again I would be compensated for the loss of comparison site incentive £80 . But now they are trying to to get out of paying compensation. They tell me the issues I’ve had are not covered by ofcoms compensation scheme which should be £6.46 a day for delayed number porting not including loss of broadband to retrieve my number. So the question is am I covered by ofcoms automatic compensation scheme which sky are a part of ?

smileguy

can anyone tell me me if a failed porting of a landline number due to sky not applying for a landline number port is covered under ofcoms automatic compensation scheme ?

Boohoo

https://forums.moneysavingexpert.com/discussion/6666934/failed-porting-of-landline-number

Haven't you already got a thread going on this subject?

You maybe best to keep to the same thread unless this is a totally different matter.

smileguy

yes but as an old post no one seems to comment 🤷🏻‍♂️

Boohoo

It's not an old thread less than 3 weeks.

You are best to get a dedicated VOIP company as they may be able to recover the number.

You have been dealing with Sky and EE and getting one of them to admit anything will be hard.

SAR to both of them may get you answers but it will be too late to get your number back by the time these requests comes through.