This topic

BT have 'lost' my landline number..

Faldo — Fri, 27 Oct 2023 17:03:48 GMT

Hello,

I'm a new BT customer (2 months)

BT said I could keep my old landline number when I moved across from Virgin but it would have to go into quarantine (!)

However, when the 2 weeks quarantine was up they said the number was now lost/unavailable.

After speaking to several different staff on the phone, the number appears to still exist somewhere but BT can't get to it - a sort of landline Limbo it seems. Nothing seems to get done. An impasse seems to now exist where no one will take responsibility and retrieve my number or tell me why or how to resolve the situation.

BT Openreach was mentioned a few times as potentially being a solution but it seems no one will deal with the issue.

I just want this resolved - it's crucial I get the number back.

If I leave BT will this free up the number ? Can Ofcom help ? Are BT in breach of contract for saying I can keep my number then not doing it ?

Many thanks - Faldo.

Re: BT have 'lost' my landline number..

imjolly — Fri, 27 Oct 2023 18:25:07 GMT

There is never a guarantee that you will be able to keep your number when porting from another ISP. There is also more likely problem porting from virgin who are not using the openreach network. Was the number issued to you initially by virgin or another ISP?

If it is 2months since number was active/cancelled by virgin then unlikely you will manage to get number as normally max 28 days

Re: BT have 'lost' my landline number..

-Richie- — Fri, 27 Oct 2023 18:27:36 GMT

@Faldowrote:
If I leave BT will this free up the number ? Can Ofcom help ? Are BT in breach of contract for saying I can keep my number then not doing it ?

No, no and also no.

@Faldowrote:
I just want this resolved - it's crucial I get the number back.

Do you have Digital Voice?

Re: BT have 'lost' my landline number..

Faldo — Thu, 02 Nov 2023 19:16:36 GMT

No, don't have digital voice.

Re: BT have 'lost' my landline number..

Faldo — Thu, 02 Nov 2023 19:26:16 GMT

Thanks.

According to the BT rep who signed me up, keeping my old number was fine (an old BT number from decades ago).

From my dealings with several different BT staff it seems no one can get to (for whatever reason) speak to Openreach - maybe it's difficult, maybe too much bother when the goal is to make money I don't know.

Feel hugely let down.

The TV service has been poor also - sporadic picture break-up, several Failed Recordings and skipping/jumping menus from time to time.

Oh well.

Re: BT have 'lost' my landline number..

NeilO — Fri, 03 Nov 2023 10:44:49 GMT

Hi @Faldo I'm so sorry there have been problems porting your number after you transferred to BT. I can't make any promises but we'll be happy to check if anything can be done to get your number back. I'll send you a private message so you can get in touch with your details.

Thanks

Neil

Re: BT have 'lost' my landline number..

DavidM — Thu, 16 Nov 2023 16:00:27 GMT

Hi @Faldo ,

Thanks for sending over the details. That should be all sorted for you now and the old number restored. Post back if you have any other problems.

All the best

David

Re: BT have 'lost' my landline number..

Faldo — Thu, 16 Nov 2023 19:24:29 GMT

Thanks David,

And thanks for phoning to let me know.

Though the number ( 0141 etc ) still can't be reached.

It does ring out when you're phoning, but not at the other end as it were.

Thanks again.

Re: BT have 'lost' my landline number..

Keith_Beddoe — Thu, 16 Nov 2023 19:21:43 GMT

@Faldo

Please edit out your number as this is a public forum.

Re: BT have 'lost' my landline number..

NeilO — Thu, 16 Nov 2023 20:28:45 GMT

@Faldo I'm sorry I'll let @DavidM know that you've posted.

Thanks

Neil

Re: BT have 'lost' my landline number..

Faldo — Sun, 19 Nov 2023 23:12:18 GMT

Hello and thanks Neill,

Just to say, we are getting nothing in or out of the landline just now.

Which is a bit difficult because it's a bit of an important connection for my Dad to family and others.

Many thanks.

Re: BT have 'lost' my landline number..

Faldo — Fri, 24 Nov 2023 12:38:22 GMT

Hello @NeilO and @DavidM,

Had a 'surprise' visit from a BT engineer this morning and he seems to have fixed the 'lost landline number' saga.

So many thanks and well done for helping.

The 25 or so phone calls I had to BT beforehand were something of a test in patience I can tell you, but thanks to you both for getting it sorted.

Regards - Faldo.

Re: BT have 'lost' my landline number..

iniltous — Fri, 24 Nov 2023 12:55:14 GMT

Its possible that your final issue wasn’t actually anything to do with number portability, there is a relatively common fault on PSTN ( System Y exchanges ) , where someone calling a number hears ‘ringtone’ in the earpiece of the instrument making the call , but the landline phone at the address being called doesn’t ‘ring’ if the handset were pickup up the call would connect, its caused by an equipment fault in the exchange not sending out ringing current to actually make the called phone ‘ring’.

If there were thought the issues were with number portability , that could cause the wrong things to be looked at , ( misdiagnosis ) the fact an engineer managed to get it sorted suggests they may have moved your line from a faulty System Y line card onto an OK one, fixing the problem .

This issue doesn’t affect DV lines , it’s one of the reasons why DV is necessary, as the exchanges are pretty old now and liable to issues like this , ‘bell not ringing’ is the fault ‘code’ , being a throwback to when telephones actually had a bell inside them .

Re: BT have 'lost' my landline number..

DanielS — Fri, 24 Nov 2023 12:53:49 GMT

Hi @Faldo,

It's great to see that an engineer turned up and sorted everything out for you. I'm sorry that we weren't able to let you know about the visit in advance.

Dave will be in later tonight. Do you need any other help from him or are you happy for your case to be closed when he comes in?
Thanks,

DanielS

Re: BT have 'lost' my landline number..

Faldo — Fri, 24 Nov 2023 14:04:05 GMT

Hello @DanielS ,

All seems well so far, though the line is a bit noisy when you pick up to dial out.

However I'm just glad it's working to be honest.

Faldo

Re: BT have 'lost' my landline number..

DanielS — Fri, 24 Nov 2023 15:46:53 GMT

That's good @Faldo.

I'll let @DavidM know that you have been in touch too.

Thanks,

DanielS