This topic

Second phone line I know nothing about!

grayham127 — Wed, 12 Feb 2025 19:53:06 GMT

I have just looked on my landline and find that I now have two numbers, the one I have had all the time and a new 0331 672 6947 number I know nothing about.

What is this?

Re: Second phone line I know nothing about!

SouthWest1 — Wed, 12 Feb 2025 21:45:06 GMT

Do you mean on the bill? There is a reason, but I can't remember!

Re: Second phone line I know nothing about!

Christopher_G — Thu, 13 Feb 2025 08:59:22 GMT

Hi @grayham127

Are you being charged for both numbers? Have you recently made any changes to your broadband/landline services?

Chris

Re: Second phone line I know nothing about!

grayham127 — Thu, 13 Feb 2025 09:22:32 GMT

No and no.
It's just appeared on my BT home page

Re: Second phone line I know nothing about!

Christopher_G — Thu, 13 Feb 2025 09:28:32 GMT

OK, thanks @grayham127

If you have a chat with our Customer Support team, they'll be able to have a look at your account and explain what this is for. Would be great if you can come back and share the solution afterwards.

Chris

Re: Second phone line I know nothing about!

grayham127 — Thu, 13 Feb 2025 09:45:37 GMT

Already did this, they have no idea which is why I am on here!!

Re: Second phone line I know nothing about!

iniltous — Thu, 13 Feb 2025 10:10:17 GMT

You may have a second phone number , you don’t have a second phone line , have you tried calling it from your mobile while at home , does your landline ring , what tone does the caller receive if they call that 0331 number but your phone at home doesn’t ring , is it no tone , number unobtainable tone , busy tone , or ringtone but the home phone doesn’t actually ‘ring’ ?.

Are you on Digital Voice already , still on PSTN ( so your phone is not connected to the BT router its still in the wall socket ) , have you been advised that you will be migrated to DV ‘ soon ‘ , or have you made any enquiries with other providers about your broadband or telephone service ?

Its irrelevant now , but many years ago ( decades ago) , I had two numbers with my broadband, the geographical number ( with a STD code associated with my town/city ) and an ‘internet’ number that was not geographically allocated, calls on this internet number were cheaper than the regular number , and you could switch between the two with a service specific BT handset ….but it’s unlikely to be anything like that , it was discontinued many years ago .

Re: Second phone line I know nothing about!

zulu17 — Thu, 13 Feb 2025 10:08:42 GMT

@grayham127 There are some historic reasons due to BT Smarttalk why there may be extra numbers but whether this is the case here I have no idea. Perhaps the moderation team can take the further if the customer service team is unaware.

Some info about what i am refering to in various threads on community such as

https://community.bt.com/t5/Bills-Packages/Account-Closure/td-p/2281198

Re: Second phone line I know nothing about!

grayham127 — Thu, 13 Feb 2025 10:29:46 GMT

Tried ringing it it was a message 'you have dialled an incorrect number'.

Tried deleting it through my BT page but it won't delete.

Re: Second phone line I know nothing about!

Christopher_G — Thu, 13 Feb 2025 10:47:32 GMT

I've had a little ask-around, @grayham127

My colleague seems to think it looks like a virtual number, which we tend to see on business accounts. Is yours a personal landline, or is it registered as a business account?

Where on the bill does it show this second number?

Chris

Re: Second phone line I know nothing about!

grayham127 — Thu, 13 Feb 2025 12:17:50 GMT

Private line, on my 'usage' chart on my BT home page.

Re: Second phone line I know nothing about!

SouthWest1 — Thu, 13 Feb 2025 12:25:41 GMT

I have just moved to Digital Voice and my account now shows a 0331 number as well as my actual one.

Re: Second phone line I know nothing about!

iniltous — Thu, 13 Feb 2025 13:41:26 GMT

I’m not saying it’s the case , but a temporary number may be used to get DV working , something like for a very brief period the 0331 nunber is your DV number and provided on your hub , on the migration day / as you connect your telephone to the DV port on the router , this temp number is re numbered to your proper number , so that 0331 number potentially exists for a few minutes during the changeover period , regardless if it doesn’t ‘work’ and there is no charge for it then it’s hardly worth worrying about

Re: Second phone line I know nothing about!

grayham127 — Thu, 13 Feb 2025 14:40:49 GMT

That's interesting. But why doesn't BT staff know about it?

Re: Second phone line I know nothing about!

grayham127 — Thu, 13 Feb 2025 14:43:45 GMT

Sadly I worry because nobody seems to have a definitive answer and strange occurrences often mean scammers at work!

Re: Second phone line I know nothing about!

iniltous — Thu, 13 Feb 2025 15:04:08 GMT

Unfortunately ( in my opinion ) the walls BT Group have to put up between their various units ( BT Wholesale , Openreach , BT Consumer, ) are to keep the regulator and the competition happy , but it means it’s not likely that BT Consumer will ever be given guidance on technical matters , plus as more and more automation is built in to systems ( also keeps the regulator happy ) , if all communication providers simply press a button and their screens , button presser has no idea what happens after that , but if all CP’s have the same button on the same screen , then no impropriety can happen between BT and the rest of BT Group

Re: Second phone line I know nothing about!

gg30340 — Thu, 13 Feb 2025 15:12:40 GMT

@iniltous

I seem to recall this was raised previously and at that time if I recall correctly, the moderation team checked it out and the number was as you have stated about it being a temporary number used for Digital Voice.

Re: Second phone line I know nothing about!

barnpiece — Thu, 13 Feb 2025 18:31:41 GMT

It was a thing call BT Smart Talk which allowed you to make VOIP calls on a mobile billed to your landline.

See; BT SmartTalk lets you make calls from your smartphone on your BT landline account

Richard

Re: Second phone line I know nothing about!

grayham127 — Thu, 13 Feb 2025 18:45:37 GMT

Ok, thanks.

Just daft that BT staff are unaware lol.

Think I will close this question then.