This topic

Must Have A New Phone Number

Bermo — Thu, 21 Apr 2022 09:52:12 GMT

A strange one….

My elderly mother has been having problems with her (ADSL) broadband, so I rang Plusnet (her provider) to fault it, we all agreed the way forward was to switch/transfer to BT FTTP, even thou she is still in a Plusnet contract period they are happy to wave fees and transfer my mother to BT.
What’s slightly annoying thou is Plusnet are adamant that my mother cannot transfer her phone number which she’s had for 23+ years accross to BT Digital Voice and will have to have a new number !
Has anyone else come across this issue of not being able to transfer across your phone number to the new BT digital voice service?
Can a Moderator help? @JohnC2 @PaddyB @DanielS @NeilO @DavidM

Re: Must Have A New Phone Number

jac_95 — Thu, 21 Apr 2022 10:10:25 GMT

Hi Bermo,

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.

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: Must Have A New Phone Number

Carlusha — Thu, 21 Apr 2022 10:13:01 GMT

@Bermo

Are you sure your mother is being "transferred" to an FTTP connection? FTTP, Fibre to the Premises is ultra fast and mainly of little or no use to many of the elderly (of which I am one but hardly a technophobe)?

Re: Must Have A New Phone Number

Bermo — Thu, 21 Apr 2022 10:42:25 GMT

Yes it is an FTTP connection, she has gone with the Fibre 1 package - 50mbps, that will be fine for what she does. The ONT etc is all ready installed in the house from the previous owner, they are reactivating it all next week as well as sending a SmartHub 2 and digital phones in the post.

Re: Must Have A New Phone Number

terrspen — Mon, 25 Apr 2022 08:58:54 GMT

Yes, we've got the same problem. BT is apparently unable to switcvh our exisiting phone number from Talktalk to our new FTTP broadband connection.

We're chasing BT to find a solution.

Re: Must Have A New Phone Number

Bermo — Mon, 25 Apr 2022 09:54:48 GMT

@terrspen

Since my original posting I have made contact with BT with the order number and they assured me the telephone Number is showing as porting over to them from Plusnet, transfer day is Wednesday so will wait and see thou, it’s just strange that Plusnet were adamant it wasn’t possible!
I’ll update on Thursday.

Re: Must Have A New Phone Number

Bermo — Wed, 27 Apr 2022 21:37:43 GMT

@terrspen

Switched from Plusnet to BT FTTP today and despite Plusnet insistent it be a new phone number the existing number did port across, happy days.