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Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old number

Imurray — Sat, 21 Oct 2023 06:22:26 GMT

My landline number changed without my consent or forewarning when changing to become a BT customer, urgent help is needed as all my support agencies have my number which BT changed just 24 hours ago.

Re: Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old numb

Keith_Beddoe — Sat, 21 Oct 2023 06:29:43 GMT

@Imurray

Welcome to this user forum for BT Retail phone and broadband customers.

Which provider did you move from?

Did you ask BT to keep your old number?

Was your old number originally issued by BT Retail?

You would now be on BT Digital Voice, so is that all working?

Re: Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old numb

Keith_Beddoe — Sat, 21 Oct 2023 07:43:36 GMT

@Imurray

BT would have provided you with a BT Smart hub 2. Can you please make sure that your phone is plugged into the phone socket on the back of BT Smart hub 2, and is not still plugged into your phone socket on the wall, as that would still give dial tone, but on a different number which cannot be used.

Re: Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old numb

Imurray — Sat, 21 Oct 2023 07:44:06 GMT

Firstly Thank You so much for your prompt and detailed reply

I have just been on the phone to BT and they say they are going to renumber me to my old number but not 100% guaranteed.

So I do not want to rock the boat at this time with any further interventions while this process is ongoing

If after the 5 to 10 days my number has not been returned I shall continue this help request

Thanks again

I Murray

Re: Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old numb

Imurray — Sat, 21 Oct 2023 07:48:49 GMT

Thank you for your prompt response

Yes the phone is plugged directly into the Smart Hub 2 I had a dialling tone this morning (24 hours later than Broadband.

BT customer services say they are going to renumber me my original number but it could take 5 to 10 days.

I shall continue with BT Community help if this does not come to fruition.

Re: Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old numb

Keith_Beddoe — Sat, 21 Oct 2023 07:57:23 GMT

@Imurray

Please keep this thread updated, because if you have any problems, a moderator can be asked to assist, as they are the only BT employees on this forum.

A renumber is normally possible, provided the original number has not been inactive for more that 28 days.

In theory, with BT Digital voice, renumbers should be a lot simpler, as they do not involve any PSTN equipment, which of course is being closed down.

Re: Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old numb

Imurray — Sat, 21 Oct 2023 08:26:40 GMT

Thank You for your advice

I do intend to keep this thread updated in case the assistance of BT Moderators is needed.

Re: Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old numb

caravanj — Sat, 21 Oct 2023 08:30:45 GMT

@Imurray

Thanks for this thread as we're moving from Plusnet to BT next Friday & it's prompted me to check that our landline number will ported over to BT.

I've just spoken with Plusnet & they've confirmed that they've received a porting request from BT so all should be good.

I hope you get your old number back.

Re: Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old numb

Imurray — Sat, 28 Oct 2023 05:45:43 GMT

Day 8 and still no renumber even though I was told it would take 2 to 5 days usually

Another BT Community member had the same problem and was signposted to the FTTP Team 0800 587 4787

Who are they and how can they help?

Re: Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old numb

Keith_Beddoe — Sat, 28 Oct 2023 05:53:13 GMT

@Imurray

Which provider did you move from, as I cannot see a reply to one of my original questions?

Re: Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old numb

caravanj — Sat, 28 Oct 2023 06:17:58 GMT

@Imurray

Our changeover from Plusnet to BT was done yesterday & our existing Plusnet phone number was active as soon as the full fibre & digital voice became active which was immediately after the fibre cables had been spliced.

We had, however, arranged with BT for our number to be ported & we'd confirmed with Plusnet that it would be ported.

Re: Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old numb

Keith_Beddoe — Sat, 28 Oct 2023 06:56:43 GMT

It matters a lot, on who the losing provider is, especially if they do not use the Openreach network. like Virgin Media, who have their own network and number ranges.

Sky and other LLU providers, can also present a problem, as they have their own equipment in the BT exchanges, and their own number ranges.

If a number was originally issued by BT Retail, then porting is easier, as BT Retail would own the number, but there is still a time limit, before all the routing information is deleted.

Re: Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old numb

Imurray — Sat, 28 Oct 2023 10:11:10 GMT

I moved from NOW Broadband/Phone

Re: Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old numb

Keith_Beddoe — Sat, 28 Oct 2023 10:17:34 GMT

@Imurray

That is part of Sky.

Did they originally issue you with your number from their number range, or did you move to them from another provider?

There have been reported issues with number transfers from Sky/Now, to BT Retail.

When did your Now TV number stop working?

Re: Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old numb

Imurray — Sat, 28 Oct 2023 10:18:49 GMT

The Telephone Number has been the same since 1992 when I moved here and probably quite a few years before that so the Number must have been originally issued by BT or the GPO who operated Telephone services in the UK before the formation of BT in the 1980's who took over GPO phone lines.

I remained a BT customer with this original Number about 20 years

Re: Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old numb

Imurray — Sat, 28 Oct 2023 10:21:26 GMT

My NOW phone line stopped working overnight on the 19th October and my BT Broadband became effective before 6am on 20th October.

Re: Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old numb

Keith_Beddoe — Sat, 28 Oct 2023 10:30:38 GMT

When did you move your BT phone/broadband service from BT Retail to Now TV? I assume you must have ported your number from BT Retail to them.

BT do not control the allocation of numbers, they are allocated to Service Providers by Ofcom. Providers rent the actual lines from Openreach.

Re: Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old numb

Imurray — Sat, 28 Oct 2023 10:53:42 GMT

I moved from BT to SKY around 2009 then to PlusNet around 2014 then to NOW about 2017 then back to BT on 20th Oct 2023 (9 days ago

Re: Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old numb

Keith_Beddoe — Sat, 28 Oct 2023 11:00:08 GMT

I can see lots of issues there, as porting was never intended to work this way over multiple providers.

Your original BT issued number may no longer exist on the network, as its physical appearance on your local BT exchange, would be long gone.

All you can do is to hope that BT can alter the routing manually, its not always possible.

Re: Landline Number Changed without consent 24 hours ago Vunerable/Disabilty customer needs old numb

Imurray — Sat, 28 Oct 2023 10:59:57 GMT

My landline number has been a standard BT area Number since 1992 (31 years) when I moved to this house and probably many years before that it 01736 788*** a standard Penzance area dialling code number before SKY or any the other newer providers even existed.

My number has never changed in over 31 years that is why I want it back.