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Standard User Discus
(experienced) Thu 09-Apr-15 15:13:32
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Anyone ported their Sky number to PN?


[link to this post]
 
When I moved from Sky to PN, I took my home phone number with me. Ever since, I have had intermittent issues with caller display reporting an extra 0 at the beginning of a incoming call. Calling 1471 gives me the automated response "telephone number double zero" and continues with the number. This happens on incoming international, landline and mobile numbers. BT are reporting there is no problem, PN have said BT want to send an engineer to my house to make sure my phone isn't affecting their exchange equipment and if no fault is found, the usual threat of a fee. BT have requested the visit, not I, so am arguing the toss over the fee and also that if the fault isn't found in my property, then I will back bill PN for a corresponding fee. they moan about t&c's. Funny how it's all one way isn't it?

I am resisting the engineer as others have said it is a problem with the way the number is routed, as even though the number is with PN, it has to go via Sky first. I have sent recordings of the exchange voice, but these appear to be being ignored.

So, my question is, are there any TBB users out there migrated from Sky (or other LLU providers I suppose) that are suffering with this problem? If so, did you get it resolved, or is it still ongoing?

Thanks

Mark

http://www.holidayalmeria.co.uk - Holiday apartment website
http://www.marksfish.me.uk - Personal fishkeeping website
Standard User Discus
(experienced) Sat 11-Apr-15 10:19:47
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Re: Anyone ported their Sky number to PN?


[re: Discus] [link to this post]
 
I must be the only one then, except for the posting I found on the BT forum 4 years ago frown

http://www.holidayalmeria.co.uk - Holiday apartment website
http://www.marksfish.me.uk - Personal fishkeeping website
Standard User iand
(fountain of knowledge) Sat 11-Apr-15 14:56:35
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Re: Anyone ported their Sky number to PN?


[re: Discus] [link to this post]
 
do you have any way of "borrowing" another CLI device. If you can and it is still happening then it is something outside your house. If it goes away then it would then be your CLI device.

If the problem is outside your house, then it is not your cost. Let them fix it. I suspect the engineer wants to come to your house and use his/her own device. If the problem is still there they will fix it. If it is not there then they will say it is your CLI device. Hence my question about getting a loan from a friend.

IanD


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Standard User Discus
(experienced) Sat 11-Apr-15 14:58:41
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Re: Anyone ported their Sky number to PN?


[re: iand] [link to this post]
 
I hear what you are saying, but it isn't just the phone reporting the error. The automated voice from BT on 1471 is also giving the same information. My phone can't affect the exchange.

http://www.holidayalmeria.co.uk - Holiday apartment website
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Standard User Oliver341
(eat-sleep-adslguide) Sat 11-Apr-15 15:44:35
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Re: Anyone ported their Sky number to PN?


[re: Discus] [link to this post]
 
In reply to a post by Discus:
I hear what you are saying, but it isn't just the phone reporting the error. The automated voice from BT on 1471 is also giving the same information. My phone can't affect the exchange.

As it's easily demonstrable, the real question you need an answer to is whether Openreach will classify this as a fault, or whether they just think it's a minor annoyance not worth fixing. That will determine whether you get billed, and I would get the answer in writing.

Oliver.
Standard User iand
(fountain of knowledge) Sat 11-Apr-15 18:58:22
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Re: Anyone ported their Sky number to PN?


[re: Discus] [link to this post]
 
da.. ok you go me there. if it is 00xxxx reported by the last number called, it is not you.

IanD
Standard User iand
(fountain of knowledge) Sat 11-Apr-15 19:02:14
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Re: Anyone ported their Sky number to PN?


[re: Oliver341] [link to this post]
 
not sure if CLI for 00xxxx is then showing the correct person xxxx is calling. If not then this is he service providers fault. so they pay. If it were me I would report as a fault and just get them to fix.

IanD
Standard User Discus
(experienced) Tue 14-Apr-15 20:23:46
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Re: Anyone ported their Sky number to PN?


[re: iand] [link to this post]
 
I have reported it as a fault, but BT say there is no problem at the exchange, despite my providing them with recordings of the pre- recorded exchange number read back. BT have requested a home visit, although there is nothing my home equipment could do to cause this phenomena with the exchange voice. I have had the standard "if no fault is found, or if it is found to be caused by your equipment, we will charge you. I tried to turn it round because I did not request the home visit, so that if the fault isn't found inside my property, or if the engineer fails to show, I will bill them. The response from PN is that I accepted the potential for being charged when I signed up and they will not accept my wanting to charge them if if goes Pete Tong!!

I have since escalated the fault to a complaint, but unfortunately, PN do not seem to be taking it seriously as it is not a loss of service.

Was really hoping that at least one other PN customer migrated from Sky would have had the same issue frown.

http://www.holidayalmeria.co.uk - Holiday apartment website
http://www.marksfish.me.uk - Personal fishkeeping website
Standard User XRaySpeX
(eat-sleep-adslguide) Tue 14-Apr-15 23:07:50
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Re: Anyone ported their Sky number to PN?


[re: Discus] [link to this post]
 
In reply to a post by Discus:
PN do not seem to be taking it seriously as it is not a loss of service.
It's a loss of ring-back service, either from your phone or 1471, cuz if you rang it (00CCNNNNNNNNNN) back you would presumably get international dialling to Country CC on number NNNNNNNNN and be charged for the pleasure.

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
Standard User Discus
(experienced) Wed 15-Apr-15 18:11:33
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Re: Anyone ported their Sky number to PN?


[re: XRaySpeX] [link to this post]
 
No, that's not true. Everything about the number is correct, except for the extra leading 0. Anyone saved in the caller display phone directory of the phone displays the name of the incoming call. It is not a problem to return that call as it is correctly stored in the phone, it is more of an issue when with unstored numbers. I have also answered the incoming calls with the leading 0 as I recognise the rest of the number and spoken to people I know, so definitely not a overseas con.

http://www.holidayalmeria.co.uk - Holiday apartment website
http://www.marksfish.me.uk - Personal fishkeeping website
Standard User XRaySpeX
(eat-sleep-adslguide) Wed 15-Apr-15 19:23:47
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Re: Anyone ported their Sky number to PN?


[re: Discus] [link to this post]
 
Good! So I wonder what happens when you ring back unstored nos wink? I guess it should work OK if stored ones do. Then the issue is only one of display.

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
Standard User broadband66
(fountain of knowledge) Thu 16-Apr-15 10:57:41
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Re: Anyone ported their Sky number to PN?


[re: Discus] [link to this post]
 
If your stored numbers are showing the stored Name correctly then the phone is ignoring the leading zero. If you re-dial an unstored number, with a leading zero, will it get through to the correct number?

Was Eclipse Home Option 1, VM 2Mb & O2 Standard
Now Utility Warehouse (up to 16mbps) via Talk Talk
Standard User AyeUp
(newbie) Fri 17-Apr-15 14:54:21
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Re: Anyone ported their Sky number to PN?


[re: Discus] [link to this post]
 
To the OP, if BT want to do the visit then it is unlikely you will be charged, I have had several visits in the last few years where a fault wasn't found at my property but either the exchange or cabinet. They weren't severe issues I should say, more to do with sync. I have yet to hear of people being charged for an engineer visit if the problem is genuine (even if not immediately visible), it seems you do need a visit from Openreach to have all of your line and equipment from house to cabinet looked over. Whilst I am in no way saying people don't get charged, that is usually reserved for the more umm techophobes.

Take the plunge, if they are recommending a visit from Openreach then there is clearly a fault, personally speaking I would find it highly unlikely you would be charged, again if your equipment is stable/fine then it isn't your fault is it?

Regards


John
Standard User Discus
(experienced) Sat 18-Apr-15 18:00:54
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Re: Anyone ported their Sky number to PN?


[re: broadband66] [link to this post]
 
Still waiting to try that one out as we don't get many incoming calls and those that we don't know are usually withheld sales calls.

Still find it difficult to believe I am the only Sky to Plusnet customer this is affecting though frown

http://www.holidayalmeria.co.uk - Holiday apartment website
http://www.marksfish.me.uk - Personal fishkeeping website
Standard User iand
(fountain of knowledge) Sun 19-Apr-15 17:02:41
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Re: Anyone ported their Sky number to PN?


[re: Discus] [link to this post]
 
it could just be a plus.net voice config error on your specific line and have nothing to do from where you came from (sky). Until you get a visit to review, you (and we smile ) will never know.

IanD
Standard User Discus
(experienced) Sun 19-Apr-15 19:42:19
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Re: Anyone ported their Sky number to PN?


[re: iand] [link to this post]
 
So, got a call tonight from my Dad who is listed in my phone address book. Phone reported who was calling. Exchange reported (on 1471) 001480 ******, but there was no option to call the number back, it just hung up.

http://www.holidayalmeria.co.uk - Holiday apartment website
http://www.marksfish.me.uk - Personal fishkeeping website
Standard User XRaySpeX
(eat-sleep-adslguide) Sun 19-Apr-15 21:20:55
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Re: Anyone ported their Sky number to PN?


[re: Discus] [link to this post]
 
There, you do have loss of service!

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
Standard User Discus
(experienced) Mon 20-Apr-15 19:23:28
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Re: Anyone ported their Sky number to PN?


[re: XRaySpeX] [link to this post]
 
Wasn't sure if that was different on a PN line. Last time I listened to the recorded voice all the way through, it said telephone number such and such called at such and such time. To return the call press 5 (or something along those lines). The PN offering is Telephone number such and such called at such and such. Beeeeeeep (cut off).

Mark

http://www.holidayalmeria.co.uk - Holiday apartment website
http://www.marksfish.me.uk - Personal fishkeeping website
Standard User Oliver341
(eat-sleep-adslguide) Tue 21-Apr-15 19:50:19
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Re: Anyone ported their Sky number to PN?


[re: Discus] [link to this post]
 
I recently had an issue with TalkTalk's caller display. Following the change from GMT to BST, my caller display showed GMT+2, and my phones' clocks set themselves to it. TalkTalk requested a next day lift and shift on my line and it fixed the issue, although I believe other customers affected by the issue were sorted out by other means a few days later.

Oliver.
Standard User Discus
(experienced) Thu 24-Dec-15 13:06:38
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Re: Anyone ported their Sky number to PN?


[re: Discus] [link to this post]
 
To follow up, as this has been a ongoing fault which PN and OR are now saying it can't be resolved.

I have had the line investigated further by our suppliers and the Directors Service Office at BT Openreach.

They have confirmed that there is an issue that is not part of their Network that is causing the problem. The issue is with equipment provided by Easynet within the exchange and they continue to investigate the problem.

Unfortunately, our Supplier have stated as the problem is outside of their control they have exhausted their lines of escalation and investigation.

As we have no direct link to Easynet I am not able to chase or escalate the issue within their firm. My investigations are also therefore at an end regarding this issue.


So, I am a bit stuffed now and it doesn't look like moving to another supplier will make any difference to my situation. Not really sure where to go now to get this addressed.

http://www.holidayalmeria.co.uk - Holiday apartment website
http://www.marksfish.me.uk - Personal fishkeeping website
Standard User BatBoy
(sensei) Thu 24-Dec-15 13:12:08
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Re: Anyone ported their Sky number to PN?


[re: Discus] [link to this post]
 
"Easynet" is actually Sky.
Standard User Discus
(experienced) Thu 24-Dec-15 13:13:32
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Re: Anyone ported their Sky number to PN?


[re: BatBoy] [link to this post]
 
Yes, but not being a Sky customer, there isn't a lot I can do about it. It seems to be an issue in their number porting system from what I understand.

http://www.holidayalmeria.co.uk - Holiday apartment website
http://www.marksfish.me.uk - Personal fishkeeping website
Standard User BatBoy
(sensei) Thu 24-Dec-15 13:25:10
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Re: Anyone ported their Sky number to PN?


[re: Discus] [link to this post]
 
Terrible the way Plusnet pretend to have suppliers and they are not all part of the same BT group frown

Interesting that your line is still connected to Sky's equipment. My Sky fibre phone line appears to be still connected to BT and I was wondering about that.
Standard User Discus
(experienced) Thu 24-Dec-15 13:30:51
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Re: Anyone ported their Sky number to PN?


[re: BatBoy] [link to this post]
 
I have been lead to believe that as it was a Sky supplied number, when it is ported it is not connected to the BT network per se. My understandiing is that the number enters the Sky network and is then forwarded to the BT equipment. It appears that this forwarding is causing the intermittent problem.

http://www.holidayalmeria.co.uk - Holiday apartment website
http://www.marksfish.me.uk - Personal fishkeeping website
Standard User uno
(knowledge is power) Thu 24-Dec-15 13:32:51
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Re: Anyone ported their Sky number to PN?


[re: BatBoy] [link to this post]
 
They're probably referring to the routing. Even when you port, the original RH (range holder) still has to tell those calls where to go.

To the OP, I would contemplate speaking with Ofcom and getting them to raise the issue with Sky. Networks/CPs are required to present valid CLIs of which is not happening here because any number starting 01 would then become 001 (America country prefix) and so on.

Matt

uno Communications
t: 0800 520 0345
Official Maidenhead, Milton Keynes & Sheffield Speedtest.net Host
Standard User Oliver341
(eat-sleep-adslguide) Thu 24-Dec-15 13:59:35
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Re: Anyone ported their Sky number to PN?


[re: uno] [link to this post]
 
Since the standard lines of resolution have failed, Ofcom seems the logical step here, I agree. It doesn't seem anyone else is able to pressure the issue.

Oliver.
Standard User tommy45
(knowledge is power) Thu 24-Dec-15 19:00:31
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Re: Anyone ported their Sky number to PN?


[re: BatBoy] [link to this post]
 
In reply to a post by BatBoy:
Terrible the way Plusnet pretend to have suppliers and they are not all part of the same BT group frown

Interesting that your line is still connected to Sky's equipment. My Sky fibre phone line appears to be still connected to BT and I was wondering about that.
Maybe they don't have the newer llu kit svbn or whatever they call it in your exchange , as the older ex easynet kit only did dsl , that wouldn't matter with FTTC
Standard User tommy45
(knowledge is power) Thu 24-Dec-15 19:03:06
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Re: Anyone ported their Sky number to PN?


[re: BatBoy] [link to this post]
 
In reply to a post by BatBoy:
Terrible the way Plusnet pretend to have suppliers and they are not all part of the same BT group frown

Interesting that your line is still connected to Sky's equipment. My Sky fibre phone line appears to be still connected to BT and I was wondering about that.
makes me chuckle too,them referring to their suppliers who are BT wholesale or Openreach

Edited by tommy45 (Thu 24-Dec-15 19:04:20)

Standard User jchamier
(eat-sleep-adslguide) Thu 24-Dec-15 19:11:05
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Re: Anyone ported their Sky number to PN?


[re: tommy45] [link to this post]
 
In reply to a post by tommy45:
makes me chuckle too,them referring to their suppliers who are BT wholesale or Openreach


As RevK / AAISP keeps talking about on his blog, they are the same legal entity, BT PLC with only one company registration number. The problem is BT PLC has made certain undertaking to OFCOM to keep these entities separate, so that everyone is treated the same. This was how our regulator got around the complexities of not splitting up BT!!

plusnet unlimited fibre 80/20 since 2 Jun 14 / Sync 6th Nov: 58,280/10,784 kbps with G.INP
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Standard User RobertoS
(elder) Thu 24-Dec-15 20:32:41
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Re: Anyone ported their Sky number to PN? *DELETED*


[re: jchamier] [link to this post]
 
Post deleted by RobertoS
Standard User ChrisAO
(regular) Sat 26-Dec-15 07:11:16
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Re: Anyone ported their Sky number to PN?


[re: Discus] [link to this post]
 
In reply to a post by BatBoy:
Interesting that your line is still connected to Sky's equipment..........
I'm not sure that's been stated or demonstrated/proved.
When using any phone provider that uses BT's Wholesale Line Rental, you will be connected to BT equipment at the exchange.
@Discus - Dial 17070. If you are connected to BT equipment it will tell you it's "BT line Test Facilities". If you are connected to Sky (Easynet) equipment you will get a different female voice with a different set of options (don't recall the exact message).

In reply to a post by Discus:
I have been lead to believe that as it was a Sky supplied number .........
Just for clarity, although it shouldn't make any difference to your ability to have a correctly functioning service - when you joined Sky, you were given a brand new number by Sky?
In reply to a post by Discus:
............ My understandiing is that the number enters the Sky network and is then forwarded to the BT equipment. It appears that this forwarding is causing the intermittent problem.
Whatever the actual cause, and by whatever mechanism the number port should actually work, it is your CP's responsibility (ie Plusnet) to make sure the service works correctly. I would deal with the problem in the following way -
1) You are paying for a Caller Display Service - if this is not working correctly, you are entitled to complain and request a refund for the periods of time that it hasn't worked (correctly). You should check using a totally separate 2nd phone (1st disconnected) and confirm that there isn't a fault with the phone (irrespective of what 1471 says). Tell Plusnet you have carried out that check and there is a fault with the service and request a refund. If Plusnet are being "difficult" about this, tell them you are cancelling Caller Display until such time as the problem is resolved.

2) I would do this anyway, Log into the member centre and cancel the Caller Display Service. (It will be interesting to see if there is any interaction between the Caller Display Service and what is being given on 1471). When it's cancelled, use a different phone (Caller Display phone disconnected) and confirm that 1471 is still reporting the incorrect number. Complain to Plusnet. It is their responsibility to contact Openreach and Easynet/Sky if needed to pursue the issue. It is also Sky's responsibility to ensure that the number port is working correctly.
You are paying line rental for a service of which part is not working correctly. (your inability to return a call should you wish - note even if it is a chargeable service when/if you use it). If Plusnet are failing to pursue this, then threaten to go to OFCOM and do so.

ChrisAO
Plusnet customer since June 2003.
Standard User Discus
(experienced) Sat 26-Dec-15 09:09:36
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Re: Anyone ported their Sky number to PN?


[re: uno] [link to this post]
 
In reply to a post by uno:
To the OP, I would contemplate speaking with Ofcom and getting them to raise the issue with Sky. Networks/CPs are required to present valid CLIs of which is not happening here because any number starting 01 would then become 001 (America country prefix) and so on.


Not sure how to talk to Ofcom? If I have looked at their page in the past, it has always said they do noy deal with the public and that you must use the ISP ADR scheme. The scheme has already been used to get me to this point.

Mark

http://www.holidayalmeria.co.uk - Holiday apartment website
http://www.marksfish.me.uk - Personal fishkeeping website
Standard User Discus
(experienced) Sat 26-Dec-15 09:20:44
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Re: Anyone ported their Sky number to PN?


[re: ChrisAO] [link to this post]
 
In reply to a post by ChrisAO:
When using any phone provider that uses BT's Wholesale Line Rental, you will be connected to BT equipment at the exchange.
@Discus - Dial 17070. If you are connected to BT equipment it will tell you it's "BT line Test Facilities". If you are connected to Sky (Easynet) equipment you will get a different female voice with a different set of options (don't recall the exact message).


It is connected to BT at the exchange, but the number porting/ re- direction is handled at Sky as the first point of call. so I believe.

Just for clarity, although it shouldn't make any difference to your ability to have a correctly functioning service - when you joined Sky, you were given a brand new number by Sky?


Yes, new line and number originally provided by Sky when moving in to the property.

]Whatever the actual cause, and by whatever mechanism the number port should actually work, it is your CP's responsibility (ie Plusnet) to make sure the service works correctly. I would deal with the problem in the following way -
1) You are paying for a Caller Display Service - if this is not working correctly, you are entitled to complain and request a refund for the periods of time that it hasn't worked (correctly). You should check using a totally separate 2nd phone (1st disconnected) and confirm that there isn't a fault with the phone (irrespective of what 1471 says). Tell Plusnet you have carried out that check and there is a fault with the service and request a refund. If Plusnet are being "difficult" about this, tell them you are cancelling Caller Display until such time as the problem is resolved.


They have already credited me with the caller display payments and cancelled further payments for the service to my account. Problem is, if it isn't fixed, it seems it will be a problem that follows me across suppliers, unless I go back to Sky.

We don't get a great deal of calls on the number, and it has been demonstrated that a number can present itself in the correct format when calling the first time, subsequently it presents with an extra 0. The engineers say they have seen this happening at he exchange too. Of course, when it presents the extra 0, you also have the option to return the call removed as well.

http://www.holidayalmeria.co.uk - Holiday apartment website
http://www.marksfish.me.uk - Personal fishkeeping website
Standard User BatBoy
(sensei) Sat 26-Dec-15 10:02:11
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Re: Anyone ported their Sky number to PN?


[re: Discus] [link to this post]
 
One solution would be a new number and port the old number to VOIP if you still want it.
Standard User uno
(knowledge is power) Sat 26-Dec-15 11:11:35
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Re: Anyone ported their Sky number to PN?


[re: Discus] [link to this post]
 
You may need to try and different tact given the response you've already had.

Ofcom set down what CPs should do in regard to CLI presentation. In this case, one party isn't and as such, is presenting false information on the inbound caller ID.

Ofcom can and do get involved but are far too quick to brush off to others but speak with them (via phone) and explain what you've done thus far and now you're asking for their help as you have a CP not adhering to the regs surrounding CLI presentation.

Matt

uno Communications
t: 0800 520 0345
Official Maidenhead, Milton Keynes & Sheffield Speedtest.net Host
Standard User Discus
(experienced) Sat 26-Dec-15 11:33:44
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Re: Anyone ported their Sky number to PN?


[re: uno] [link to this post]
 
That sounds too easy, but I will try that angle of attack when they re- open smile

Thanks for the advice Matt.

Mark

http://www.holidayalmeria.co.uk - Holiday apartment website
http://www.marksfish.me.uk - Personal fishkeeping website
Standard User keith969
(member) Sat 26-Dec-15 13:14:26
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Re: Anyone ported their Sky number to PN?


[re: Discus] [link to this post]
 
I get this occasionally - have been on BT for about 6 years though since moving. The weird numbers are typically 001xxx and I leave them to the answerphone (where they hang up). Am sure they are spam, normal calls come through fine.

BT Infinity 2, 43mbs down 9mbs up i.e rubbish
Standard User Discus
(experienced) Sat 26-Dec-15 14:45:19
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Re: Anyone ported their Sky number to PN?


[re: keith969] [link to this post]
 
Nope not spam calls or scammers, most of, the numbers are known to me and present 001 or 007, even had a 00034 from Spain!!

I can ring with my mobile and the call will present normally, ring again 5 minutes later and the extra 0 is there.

http://www.holidayalmeria.co.uk - Holiday apartment website
http://www.marksfish.me.uk - Personal fishkeeping website
Standard User Discus
(experienced) Sat 26-Dec-15 14:46:36
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Re: Anyone ported their Sky number to PN?


[re: BatBoy] [link to this post]
 
Not sure how to do that, but would prefer the line worked as it should wink

http://www.holidayalmeria.co.uk - Holiday apartment website
http://www.marksfish.me.uk - Personal fishkeeping website
Standard User Discus
(experienced) Mon 18-Jan-16 17:11:58
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Re: Anyone ported their Sky number to PN?


[re: uno] [link to this post]
 
Well, that was helpful (not!!!) Ofcom are as good as a chocolate teapot as far as residential line owners are concerned.

I explained the issue and was told that if PlusNet will not resolve the issue, I should leave and go to a supplier who will!!! Great advice, go to a new supplier and start the 9 month process again and get the same end result. Terrific.... Looks like i'll have to go back to Sky at the end of my contract to get a resolution.

Mark

http://www.holidayalmeria.co.uk - Holiday apartment website
http://www.marksfish.me.uk - Personal fishkeeping website
Standard User Chrysalis
(legend) Mon 18-Jan-16 19:41:08
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Re: Anyone ported their Sky number to PN?


[re: Discus] [link to this post]
 
go back to ofcom, and tell them to do their job which is to enforce the porting process they designed, if they refuse remind them you will be contacting your MP to make them fulfil their obligations, I know they obsessed with competition apparently solving everything but this is one issue they supposed to intervene on.

Sky Fibre Pro BQM - IPv4
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