Split-port/routing failure from Sky network following Digital Voice switch

[les73bar]

Hi everyone, 

I'm looking for some help from the Community Guides to escalate a network routing issue.  I switched from Sky to BT  Full Fibre with Digital Voice on Monday 24th August. 

My broadband and outbound calling are working perfectly. However, I have a split-port/ one-way routing error. 

Outbound calls:working fine. 

Inbound calls from mobiles/non-Sky networks:Working fine. 

Inbound calls from Sky landlines:Completely failing. When callers on the Sky network try to dial my landline, they receive an automated message stating "service temporarily unavailable ".

I've tried calling customer services three times, but because my physical line tests as active, the tickets keep getting closed. Could a moderator please look into this and ask the Number Porting Team to raise an Inter-Operator Data Fault (IODF) with Openreach to force Sky to update their database?.

Thank you!

[WSH]

I doubt whether anybody here can help with this, (but I might be wrong).  Sky seem to be notoriously slow with updating their data.  It may take them a few weeks.

Edit: I meant to add, you are probably better pursuing this with Sky.

[les73bar]

Because BT are my new provider the onus is surely on them to coordinate with Sky and Openreach to fix the database routing,  after all that is part of the switching agreement. I agree that the problem may not be able to be sorted out ( being a software issue) by individuals on this forum but I thought Modulators make checks and they would intervene. It's a bit like buying a new car then going to a local garage to fix any issues 

[imjolly]

the forum moderators do not have account access so you would be directed to CS 03301234150

[WSH]

@les73bar   Yes, a good point.  The gaining provider is supposed to do all the leg-work.  My apologies.

[iniltous]

Although as general point , your provider is your point of contact for any and all problems with the service , it also needs to be accepted that if a problem exists in another company’s network, then the reporting company is impotent as far as that other company actually doing anything about the issue , so if it is indeed a problem within the Sky network that’s responsible for calls made on Sky not being presented to your BTDV service, and there is a mechanism for BT to advise Sky of this , clearly if Sky chose to nothing about it , and in some respects where is the incentive for them to do anything for an ‘ex’ customer, then  BT can’t actually make them do anything.

[les73bar]

Sorry new to this just need to try and get a solution to my problem, was led to believe by 3rd party that if moderator saw my request they could email a link. I shall have to try a different route maybe customer service again logging a formal complaint.

[les73bar]

I totally agree with your comments but so far nobody from BT has actually informed me that what I'm asking them to do has been done, have they informed Sky,  or are Sky deliberately being slow because I've swapped providers. I'm still getting commercial emails from Sky even though I've informed them I've left and unsubscribed from there emails. Maybe I'll have to wait the 2 weeks as was previously suggested for them to release my number 

[Christopher_G]

Hi @les73bar 

Welcome to the community.

Our customer support team are definitely the first port of call for this. They'll be able to raise a case through your account, and hopefully help speed things along a bit.

If you're not happy with how things are progressing, please ask them to make sure a complaint is logged against your account.

Keep us posted on how it goes please.

Chris