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Repeated failed number change from old to new BT

Bod — Wed, 04 Dec 2024 08:06:59 GMT

My 89 year old father has been forced to move over to digital voice. He’s lived in the same house with the same bt number for 60 years. Assured could keep old number.
Despite 2 engineer no shows, and him being cut off totally for days, he was eventually given a temporary number on digital voice, and bt state you now have a working “service now’. This I dispute as no one knows what the this temporary number is.

Since the temp number, multiple attempts (3 at least) to move (port?) the original number over have failed. No one knows why or how. Each time it fails, it totally stops the phone service and my father is left with nothing. I then speak with bt executive office, who set a new temp number (he’s had 4 so far) then do a order to move the original number over, which takes a week, then it fails on the day of activation, and we’re back to square one.

To treat an 89 year old loyal bt customer like this is unacceptable. I hear “we’re looking into it, its gone to the migration team, but you do have a temp number, so there is a working service…’I

It’s very obvious, no one knows what’s going on, or is really bothered. I’d like to stress, we didn’t want this change, it was forced upon us, and my father has always been with bt for the 60 years or so. The broadband is working fine with a blue light on the bt smarthub.

I have escalated this to the executive complaints (of which there seems to be a very very large number of assistants) but get nowhere. It looks like the latest port attempt scheduled for today (Dec 4) has failed again.

Please can someone help us. He just wants his original number back, or reverting back to the old copper landline and number..

Thanks

David C

Re: Repeated failed number change from old to new BT

jac_95 — Wed, 04 Dec 2024 08:37:39 GMT

Hi Bod,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

Re: Repeated failed number change from old to new BT

Peter_W — Wed, 04 Dec 2024 12:10:18 GMT

Hi there @Bod.

Thanks for reaching out to us about this.

I've just sent you over a private message so we can take a closer look into this.
Peter