This topic

Land line number

VOLVO940 — Sat, 11 Dec 2021 10:09:48 GMT

In the process of changing to BT they have ‘lost’ my landline number which I have held for over 40 years. I have been told I will have to accept a new number. This is a massive inconvenience and typically just another example of BT transferring their problem back to the customer. Any advice?

Re: Land line number

imjolly — Sat, 11 Dec 2021 10:13:08 GMT

if you have had number for 40 yrs then I assume it was originally issued to you by BT? which is your previous ISP? have you moved address since number was initially issued to you?

are you getting Digital Voice?

Re: Land line number

VOLVO940 — Sat, 11 Dec 2021 11:13:18 GMT

It was originally issued by BT

i haven’t moved address

My ISP I’m moving from is Shell Energy

I’m getting Digital Voice

Re: Land line number

Keith_Beddoe — Sat, 11 Dec 2021 11:33:11 GMT

@VOLVO940

Once your service is active with a new number, then you can ring BT and ask for a re-number back to your original number. Its not normally a problem, but may need manual intervention as the helpdesk may see it as a "stopped" line.

You have to be issued with a new number to start with, as they cannot provide service otherwise.

There is normally a small charge for a re-number.

Re: Land line number

VOLVO940 — Sat, 11 Dec 2021 11:45:05 GMT

Sounds simple enough but Just wonder why BT don’t apparently know this solution.

Re: Land line number

imjolly — Sat, 11 Dec 2021 11:47:30 GMT

from some previous post there have been problems retaining your number when moving to Digital Voice

Re: Land line number

Keith_Beddoe — Sat, 11 Dec 2021 11:49:29 GMT

@VOLVO940 wrote:

Sounds simple enough but Just wonder why BT don’t apparently know this solution.

The issue is down to the scripts that the helpdesk have access to, they will not allow them to allocate a "stopped" number, its not even an option.

Try customer services first, once your service is active. If they cannot help, then its possible one of the moderators can help. Its never 100% guaranteed, but they usually succeed.

Re: Land line number

VOLVO940 — Sun, 12 Dec 2021 09:23:21 GMT

Thank you for the replies. I remain perplexed that there are apparently simple and doable solutions to my problem which BT are unable to apply. At every stage of my conversations with BT I asked for reassurance that I would keep my original number and this was confirmed. I’m starting my 11th week dealing with this nightmare company and still no nearer a solution.

Re: Land line number

Keith_Beddoe — Sun, 12 Dec 2021 09:42:39 GMT

@VOLVO940

If you were promised that you could keep your number, then it should be honoured.

Its only a technical issue where the incoming route of your original number needs to be altered to point to your connection, and the outgoing identity to present the same number.

I doubt very much is this is possible from the normal customer front end, but it should be possible by the network provisioning people, even if it means manually entering the network routing data.

When existing customers are moved to DV, then there must be a standard process to do this, as that involves a very similar process except that the routing is directed away from the exchange equipment.

Re: Land line number

NeilO — Sun, 12 Dec 2021 11:20:39 GMT

Hi, @VOLVO940 welcome to the community and thanks for posting, I'm really sorry your number was not transferred over when you switched to BT.

I'll send you a private message in a moment so you can send over your details to the moderation team and we'll be happy to see if anything can be done to resolve this for you.

Thanks

Neil

Re: Land line number

SRB — Mon, 13 Dec 2021 11:57:06 GMT

Had exactly the same issue - was told I could keep my existing number, then it was lost, then it couldn't be assigned to Digital Voice "for technical reasons", in the end I just went with another VOIP provider and don't use their Digital Voice service at all. If it's any consolation there are a few posts on other forums which indicate a formal complaint to OFCOM has magically resolved "the issues" BT seem to have porting their own numbers.

Re: Land line number

Keith_Beddoe — Mon, 13 Dec 2021 12:04:00 GMT

@SRB wrote:

Had exactly the same issue - was told I could keep my existing number, then it was lost, then it couldn't be assigned to Digital Voice "for technical reasons", in the end I just went with another VOIP provider and don't use their Digital Voice service at all. If it's any consolation there are a few posts on other forums which indicate a formal complaint to OFCOM has magically resolved "the issues" BT seem to have porting their own numbers.

I suspect that its simply no "button" they can press that does it automatically, it requires somebody to build the routing manually, skills that are probably in short supply.

The migration of existing customers, probably does have a "button" Also routing would already exist on the OMC (Operational and Maintenance Centre) database which controls all the exchange hardware.

Re: Land line number

VOLVO940 — Mon, 13 Dec 2021 15:02:09 GMT

Again thanks for your replies..

Today I had a new number foisted on me by BT despite being absolutely clear that it was unacceptable. I am in despair with this nightmare of a company. Is there anyone who knows how to deal with them.

Re: Land line number

Keith_Beddoe — Mon, 13 Dec 2021 15:05:41 GMT

@VOLVO940 wrote:

Again thanks for your replies..

Today I had a new number foisted on me by BT despite being absolutely clear that it was unacceptable. I am in despair with this nightmare of a company. Is there anyone who knows how to deal with them.

Did you reply to the private message sent by @NeilO

A new number has to be initially issued, to allow the service to be provided.

Re: Land line number

VOLVO940 — Mon, 13 Dec 2021 15:39:07 GMT

Does this mean that this is the start of a process that will result in my old number being reinstated?

Re: Land line number

Keith_Beddoe — Mon, 13 Dec 2021 15:43:33 GMT

@VOLVO940 wrote:

Does this mean that this is the start of a process that will result in my old number being reinstated?

You must have a number to start with, as part of your service provision. BT cannot allocate a "stopped" line at this point.

Did you contact @NeilO as he is a BT employee? We are all just customers.

Re: Land line number

VOLVO940 — Mon, 13 Dec 2021 15:55:43 GMT

I did reply to NeilO with the information requested. Don’t know if he received it.

Re: Land line number

Keith_Beddoe — Mon, 13 Dec 2021 15:59:51 GMT

@VOLVO940 wrote:

I did reply to NeilO with the information requested. Don’t know if he received it.

You should have receive an email acknowledgement with a reference number.

It normally takes about 48 hours for one of the team to contact you, depending on how busy they are.

Re: Land line number

imjolly — Mon, 13 Dec 2021 16:01:35 GMT

if you have replied to mod then they will get back to you but can take a few days depending on the queue of others in front of you waiting for mod assistance

Re: Land line number

DanielS — Mon, 13 Dec 2021 16:59:42 GMT

Hi @VOLVO940,

@NeilO is off today. We have received your message into our queue. One of my team will be in touch within 1-2 working days to help you.

Thanks
DanielS