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Landline number can't be moved to digital voice

yakyak — Sat, 20 Aug 2022 10:00:08 GMT

I have transferred to using BT digital voice from a BT landline. I made the stupid assumption that my landline phone number could be moved to digital voice so put a request to move my landline number to digital voice.

This was 2 weeks ago and I had an email saying it would be moved yesterday.

Now I have the situation where I can call out on digital voice, this correctly shows as my old number.

However ringing in I get unobtainable.

BT tell me there is no way to fix this which I find unbelievable. Has anyone any suggestion how I can sort this out? What options do I have before I cancel my BT contract?

Re: Landline number can't be moved to digital voice

jac_95 — Sat, 20 Aug 2022 10:02:16 GMT

Hi yakyak,

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.

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Re: Landline number can't be moved to digital voice

Keith_Beddoe — Sat, 20 Aug 2022 10:06:11 GMT

When you ring in, are you dialling the full national dialling number?

Was your number originally issued by BT Retail?

Re: Landline number can't be moved to digital voice

yakyak — Sat, 20 Aug 2022 10:09:07 GMT

Hi,

Yes I am calling the full number, also just tried using +44 instead of the leading zero, same thing, unobtainable.

I have 2 handsets provide by BT specifically for digital voice which are cordless. The router is also BT, I have broadband through BT.

Re: Landline number can't be moved to digital voice

Keith_Beddoe — Sat, 20 Aug 2022 10:18:03 GMT

Have you always been with BT, or did you port your landline number from another provider?

Re: Landline number can't be moved to digital voice

yakyak — Sat, 20 Aug 2022 10:47:37 GMT

Hi I have always been with BT.

Looking back on the digital voice order, BT supplied the digital voice phones in January but never put in the service. I have been using the landline (was put in at my address in 2018) but BT say they disconnected it in January. This wasn't the case as I've been using it all this year up until 2 weeks ago. Then last month I asked BT why digital voice not supplied. They then enabled digital voice on a different phone number and then my landline stopped working. This all made sense.

I then requested my old number, and am now in this stupid situation where I can phone out but not receive calls and am told my old number was de-allocated in January and now isn't available!

Re: Landline number can't be moved to digital voice

Keith_Beddoe — Sat, 20 Aug 2022 11:02:18 GMT

It should be possible to sort this, but I suspect its going to need manual intervention to build the network routing, probably by a back office team member.

The FTTP team also deal with BT Digital Voice, so give them a call on 0800 587 4787.

Re: Landline number can't be moved to digital voice

yakyak — Sat, 20 Aug 2022 11:12:39 GMT

Thankyou for the contact, will call on Monday when I have time to explain the situation!