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Greenfield112
Aspiring Contributor
653 Views
Message 1 of 20

Sky lost landline

Hi all,

I’m after some help please. My parents had TV, phone and broadband with Sky and upon coming to the end of their contract the prices were hiked up. My parents then gave in their cancellation request and lo and behold Sky immediately dropped their prices. As a result my parents agreed to stay on. Now it has transpired that Sky forgot to cancel the cancellation request with Openreach and now my parents have lost phone & internet and have been told they have lost their telephone number.

The phone number is absolutely crucial as it’s the main contact number for most of their hospital appointments so if this can be recovered it would be a huge huge relief.

Sky have said there is nothing they can do and will not act further - they’ve informed us to either start a new order with them for phone and broadband with a new phone number or go to another provider. 

Is there any chance that if I place an order for phone and broadband with BT I can recover the phone number? I’ve seen some threads where this has happened.

Just to confirm the landline number was originally provided by BT some 30 odd years ago at the very same property. 

Many thanks in advance to anyone who reads and can assist. 

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19 REPLIES 19
albertj
Recognised Expert
648 Views
Message 2 of 20

Re: Sky lost landline

Hi @Greenfield112 

Welcome to the Community!

Did you order with BT? This would have cancelled Sky...

Or

Did you cancel Sky and then they called you with the more reasonable pricing?

To cancel, you can now order with another provider.

Thanks

 

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Greenfield112
Aspiring Contributor
646 Views
Message 3 of 20

Re: Sky lost landline

Hi, 

I cancelled with sky then they called back with more reasonable pricing. 

 

But my main issue is the recovery on the landline number that Sky are now saying is lost. 

thanks 

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VeteranISPUser
Recognised Expert
632 Views
Message 4 of 20

Re: Sky lost landline

Hi @Greenfield112 

Unfortunately, if you want to keep your number you should never ever cancel with your current supplier. The way switching works is you only talk to your new supplier. They handle everything including transferring your existing number.

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Greenfield112
Aspiring Contributor
625 Views
Message 5 of 20

Re: Sky lost landline

Thanks for your reply. But well within the cancellation window I agreed to further stay on with Sky. They forgot to tell openreach 

So I just need to know has my number disappeared or can I get it back?

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pippincp
Sage
610 Views
Message 6 of 20

Re: Sky lost landline

There is nothing this forum can do to help you. This is a BT Retail forum and has nothing to do with Openreach. Any issue you have must be taken up with your supplier. Just because some rep at SKY is blaming Openreach does not make it true.

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iniltous
Recognised Expert
608 Views
Message 7 of 20

Re: Sky lost landline

If the number was originally a BT number , and the address is the same as when you had the number with BT, then it’s possible that the number can be reprovided by BT, but it would require getting a ‘BT’ service provided with any old number , then when the line is in and working, and the cease of the Sky service has returned the number you want to BT, then a renumber can be issued to change the BT line to the number you really want.
As you have observed, it’s been done before with the help of the community mods, but to enable them to micro mange the process, it needs to be started by an order being raised to get the BT service in, perhaps the mods will make an offer to do this for you once the order is raised.

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Greenfield112
Aspiring Contributor
595 Views
Message 8 of 20

Re: Sky lost landline

iniltous Thank you so much for explaining and taking the time. I have since now replaced an order with BT and contacted one of the mods. I will keep the thread posted with progress. 

If there is anything else I can do in the mean time please can you let me know. 

 

Thank you

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gg30340
Distinguished Sage
Distinguished Sage
585 Views
Message 9 of 20

Re: Sky lost landline

If you have placed an order with BT you will need to follow that process.  A moderator will not normally respond to you unless they have posted a message on your thread that they will offer assistance.

 

 

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Greenfield112
Aspiring Contributor
576 Views
Message 10 of 20

Re: Sky lost landline

Great thanks for explaining. Is anyone able to have a moderator contact me please? Thanks 

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