Number porting Sky to BT

[Sarah30]

In 1986 I was allocated a landline number by BT and BT remained my service provider for 34 years. For the last 18 months I have been with Sky and kept the same number but now I have moved back to BT (Digital  Voice) and after 7 weeks and numerous assurances that I will be able to keep my original number I have been told today that this is often not in fact possible -  "it can be tricky" was pretty much the explanation I got. I understand there can be difficulties with Sky generated numbers but as this was BT generated originally. Any help or advice on if and how I can pursue this would be appreciated. We have family reasons that make keeping the original number important to us. Thanks in advance.

[jac_95]

Hi Sarah30,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

[Keith_Beddoe]

@Sarah30 

Old BT Retail numbers were allocated according the the equipment located in the exchange, and its number range.

BT Digital Voice does not use that equipment any more, so if a new customer moves to BT Retail, they are going to end up with a new number, as the old number would no longer be available. In your case the link between the Sky exchange equipment, and the BT exchange equipment, would be ceased, as the BT end cannot be allocated any more, as no PSTN connections can be provided, as the network is closing down.

There is a process in place for existing BT Retail customers who change their package and have to move to DV. In that case their existing BT Retail number can be kept.

[Sarah30]

@Keith_Beddoe  Thank you very much for your prompt, helpful and informative reply. You obviously know far more about how the system works than the numerous BT Sales and customer service staff I have had contact with! I'm not ready to give up just yet so I would be grateful if you'd give me your opinion on whether the following is possible if I dig my heels in enough. If I have understood the matter correctly from a bit of googling, now my contract with Sky has lapsed the number returns to BT ownership. If they can move existing BT customers to Digital Voice and keep old numbers, could they do the same for me? I can't see how the interim period with Sky prevents this now that Sky have no claim on the number. I would argue that I was mis-sold the package as I was categorically told I could keep my existing number. Thank you for your time. 

It might seem a minor issue to many, but it is important to us for various reasons. 

Sarah 

[Keith_Beddoe]

@Sarah30 

Sorry, I do not know the answer to that. I suspect that there is no robotic process to handle this type of case, so some form of manual network build would have to be done.

You could try the FTTP helpdesk, who also deal with BT Digital Voice. They are on  0800 587 4787.

I will also ask a moderator for help.

[Sarah30]

Thank you so much @Keith_Beddoe . Really useful info again, your help really is much appreciated  

[NeilO]

Hi @Sarah30 I'm sorry to see you're having difficulty getting your number back. There can be reasons outside of BT's control that prevent us from getting your number back but we'll find out what's going on and do our best to help.

I've sent you a private message so you can get in touch with the moderation team. 

Thanks

Neil