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Alverado
Aspiring Contributor
1,572 Views
Message 1 of 15

Please help switching from SKY to BT

Please help very frustrated.

I switched from SKY to BT switch over date was the 15th of November took time of work for engineer visit. Guess what engineer did not turn up ok call nothing, got a text from BT saying phone line active but delay on broadband. I now cannot receive incoming calls and no answer machine or other services are active, I have now had 2 open reach engineer visits and no faults have been found on the line or my equipment, I can make outgoing calls but when you phone the number it says number doesn't exist! Both engineers believe there has been a admin fault in porting my number from SKY to BT. I have spoken to BT numerous times and not getting anywhere with the Indian call centres. I now have a partially activated line and no BT infinity broadband, my services with SKY ceased on the switch over day 25th of November, but if unplug my old sky equipment in I am still reviving the sky broadband, obviously the switch has not been completed properly but just can't get through to these Indian call centre workers the keep running tests and trying to arrange engineers that can't help.

I would appreciate some advice maybe a number for a British team I can talk to or a team that can actually help, any advice would be much appreciated,

Thanks
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14 REPLIES 14
Distinguished Sage
1,566 Views
Message 2 of 15

Re: Please help switching from SKY to BT

The forum moderators will look at this for you they will reply here giving you there contact link they are UK based BT specialists who will take personal ownership of the problem until resolved and give you a single point of contact
Moderator
Moderator
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Message 3 of 15

Re: Please help switching from SKY to BT

Hi Alverado,

 

I'm sorry the transfer of your service has not went smoothly. Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details and we'll be happy to help. You can find the link by clicking on my username.

Thanks

Neil

Community ModeratorNeilO
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Kudos”Kudos”
Distinguished Sage
1,550 Views
Message 4 of 15

Re: Please help switching from SKY to BT

This how to locate the mods link  mod contact.JPG

Alverado
Aspiring Contributor
1,544 Views
Message 5 of 15

Re: Please help switching from SKY to BT

Thanks,

 

I have now contacted the moderators i hope they can help resolve this situation thanks for the replys.

 

kind regards.

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Alverado
Aspiring Contributor
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Message 6 of 15

Re: Please help switching from SKY to BT

Update.
Had a call today from a supposed senior person at BT with an update, basically they want to book a third engineer visit, when I told them I have already had 2 engineers telling me the number hasn't been ported properly and that I did not want a engineer to waste their time and mind again he said ok I will call again with a proper update hd then hung up.10 mind later I get an answer message on my mobile from a different BT person saying I need to call to arrange an engineer visit? This is beyond a joke now I'm lost to as what I can do!!!
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iniltous
Recognised Expert
1,523 Views
Message 7 of 15

Re: Please help switching from SKY to BT

Was the number a BT number you took to Sky and now want back with BT or is it a Sky number that you want on BT's network ?..it's odd that you can plug your Sky router in and get online because this suggests its more that a porting issue, as you say you have dialtone, if you dial 17070 and get a AVR of something like ' hi I'm Zoe, want do you want to do' then you are still connected to Sky, if the response is more like ' this circuit is defined as' and reads out your tele number then you are connected back to BT and the issue is that Sky have not dealt with the number port, basically any calls made to your number go to Sky where they should be redirected to BT but they disappear into Sky and don't come back out
If this is the case then although it's Sky who need to do something, it's BT that should be getting onto Sky on your behalf, if you still have a customer service number for Sky and your old account number you could call,them and see what they say
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Alverado
Aspiring Contributor
1,517 Views
Message 8 of 15

Re: Please help switching from SKY to BT

Hi
I moved to my house 2 years ago taking my sky services with me so it's a sky number I wanted back on BT network.
When I dial 17070 I get the 'this circuit is defined as..' Message which suggests BT have taken at least part ownership. When you dial my phone number all you get is "you have dialled an incorrect number" message. Now when I log into BT my profile doesn't show a broadband order and says it can't pull up details of my phone package.
I agree this is definitely some number porting issue but no one at BT will actually do their job and help the response is always you need an engineer visit.
Both Oprnreach engineers have found no faults with the line or equipment and there is nothing else they can do.
This is just so stressful.
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Alverado
Aspiring Contributor
1,514 Views
Message 9 of 15

Re: Please help switching from SKY to BT

Ok I have spoken to my old Provider SKY and they have told me I know longer have any service with them and that as far as they are concerned all services have been taken over by BT, they cannot explain why I am still reviving SKY broadband on the line .
This is definitely a BT issue where something had gone terribly wrong maybe someone at the exchange had not swapped the correct wires it makes no sense for me to be still reviving SKY broadband while my phone is with BT albeit only partially activated!
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iniltous
Recognised Expert
1,509 Views
Message 10 of 15

Re: Please help switching from SKY to BT

If you have broadband when you plug in the Sky router, if you go to a speed checking site like www.speedtest.net does it report your ISP as Easynet/Sky or BT , it could be that you are connected to BT broadband and for whatever reason the Sky router is able to Sync to BT ,if you do a speed test and it says your ISP is Easynet or Sky then it doesn't make a lot of sense
Do you know anyone who is a BT landline customer ?, if you do get them to ring your landline, rather than calling from a mobile or a non BT landline do they get the same ' number not recognised' message ?
...when you say you moved 2 years ago did you move far ?, is your current house and your previous house connected to the same telephone exchange, ?
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