I posting a recent experience of moving to Sky Broadband from Talktalk. I feel that misselling took place while the account was opened and promises were made without attention being drawn to caveats in their T&Cs.
I suggested an attractive deal with Sky to my dad as he was looking to upgrade to fibre and his existing contact had expired. He went online to sign up and while doing so received advice from a Sky representative via webchat. The one overriding factor in this was that he definitely wanted to keep his landline number having had it for over 50 years.
As he proceeded, he came up against an issue to do with his address and an associated charge when stating that he was the owner/occupier at the address. He queried the charge and eventually the Sky representative on webchat recommended that he say that he was 'moving to the address' rather than already living there as that would circumvent the charge.
Note that the charge wasn't huge (around £25-30) but it wasn't clear what it was for and the Sky webchat person couldn't explain what it was for. It wasn't a deal breaker so to this point I'm still unsure as to why the Sky rep guided him around it, I can only imagine they felt that business might be lost.
Anyway - once the signing up process was complete, he then ended up speaking to another Sky rep who took him through everything. He highlighted the importance of retaining his number and kept coming back to the incorrect information that he had entered in the application. He was assured that it wasn't a problem, he would be assigned a new number and then the number porting would take place on the day the new service started. (This sounded plausible to me as I have had similar experience with mobile number porting where I was given a temporary new number until my old number was ported within 24hrs of a new service starting).
At no point, while promising he would keep his landline number did the Sky rep indicate that number porting isn't guaranteed (and I believe this is stated in their T&Cs). It is this that in my opinion is misselling as she knew that not retaining the landline number would be a deal breaker.
In the interim he received letters which stated that someone would be moving in which he didn't take a lot of notice of because of the guidance he had received. Lo & behold the new service began on May 25th and he has a new landline number. When he calls Sky to try and discuss he gets a brick wall. The Sky rep (not named here) is supposedly given messages to call him back but nothing. We contact Talktalk to check if the number was released, it had been. Another Sky complaints rep says she doesn't understand why that guidance was given to him and '£30 for his trouble' was offered.
I don't understand the motives for guiding him in this way but I don't believe any effort was ever made to port the number. I think him saying that he was moving address potentially scuppered any chances of the number being ported. I've read that it's cheaper for Sky to just do a new number than to port but that is speculation on my part. I believe Sky were deceitful and made promises while knowing that the number wouldn't be ported, putting new sales ahead of customer needs/wants (I know, hardly a shock).
This could be an isolated case but equally with the nature of call centres with many reps working in close proximity it is also likely that it is not an isolated case and Sky are well aware this is taking place.
Anyway the warning is if your landline number is of utmost importance then ensure you follow correct procedure when making applications to a new ISP and do not be led astray by Sky reps. Keep a record of web chats you may have regarding these issues.
Here is a link to the number porting procedures which were changed June 2015 to stop losing providers not releasing numbers I believe. Click here
The final note is that if this has happened to you the best chance you may have of getting your number back is to go with BT as they are the closest company to BT Openreach who manage the telephone infrastructure. I am not guaranteeing that they can get your number but speak to them to see. My dad has signed up with them and they say it may be possible, I will report back in June when the service has been activated.