This topic

Can I Change my Landline Number?

HydeTDS — Fri, 24 Nov 2023 14:13:07 GMT

I manage my aunts BT account and she's getting between 3 and 8 calls a day from spammers and such like. We have Call Protect and have reached the limit of 100 numbers and yet these calls still come through. My aunt is vulnerable and we want this to stop. Since Call Protect isn't doing the job we thought it would, how do I request a change in landline number please? None of the phone options on your help lines cover such a request!

I'd like a new landline number issued to her, inclusion in TPS, number not published anywhere. She has limited number of genuine callers and we will manage the communication of the new number to those that need to know it.

Cheers.

Re: Can I Change my Landline Number?

Keith_Beddoe — Fri, 24 Nov 2023 14:24:35 GMT

@HydeTDS

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

Changing the landline number will not help, as all numbers suffer from the same issue.

You will never block calls by simply blocking a number, as scammers do not use the same number again.

What she needs to use is a call blocking phone like the BT4600. This only allows selected number to get straight through, all others have to announce themselves first, scammers never do that as they use automatic call software.

https://www.bt.com/help/user-guides/phones/landline-phones/cordless-phones-with-answer-machine/bt4600

Re: Can I Change my Landline Number?

HydeTDS — Fri, 24 Nov 2023 14:28:53 GMT

Yeah I get that, but my aunts landline is published throughout the scamming under world, having been hacked some years ago. So these aren't random robo dials, they're targeted. So if the number was changed and not published, we'd reduce 99% of the current call rate.

My aunt has dementia so there's no way we'll be able to teach her to use a different handset.

Re: Can I Change my Landline Number?

Keith_Beddoe — Fri, 24 Nov 2023 14:36:35 GMT

As this is just a customer to customer forum, its difficult for me to give other advice.

Does she have broadband as well, or just a phone?

Normal exchange based numbers are no longer being issued, as the old analogue phone network is in the process of being closed down, so I am not sure if new numbers can be provisioned.

I believe there is an advanced form of Call Protect which allows you to specify only VIP numbers, I know others have posted about this.

I am not sure, so I will ask a moderator for advice, they should post here.

Re: Can I Change my Landline Number?

HydeTDS — Fri, 24 Nov 2023 14:39:40 GMT

She does have broadband, but doesn't use it. It's mainly for the carers and me when I visit. It's old style PSTN broadband (very rural location) not yet serviced by fibre.

So next question....

I'm I posting this in the right place? Do BT see these posts? As none of their help me pages or call handling routines cover this type of request. In addition BT's web chat service doesn't work either!! For a communications company, they are really difficult to talk to!!

Re: Can I Change my Landline Number?

Keith_Beddoe — Fri, 24 Nov 2023 14:40:25 GMT

@HydeTDS

See this post https://forum.alzheimers.org.uk/threads/protecting-against-phone-scammers.133729/

Re: Can I Change my Landline Number?

Keith_Beddoe — Fri, 24 Nov 2023 14:44:14 GMT

I have flagged your post to a BT moderator, as they are the only employees here.

Having broadband complicates the issue, as any change to her service would result in her being moved onto BT Digital Voice, which uses a different home hub, with a phone socket on the back.

I still feel that the advanced Call Protect, with just VIP number being allowed, is the simplest option, as described in that thread I linked to.

Re: Can I Change my Landline Number?

HydeTDS — Fri, 24 Nov 2023 14:46:17 GMT

Unfortunately, Call Protect does not have a setting to block all calls save those on the VIP list.

Re: Can I Change my Landline Number?

Keith_Beddoe — Fri, 24 Nov 2023 14:55:31 GMT

The basic version does not, but I am sure there is an advanced version, as another forum member posted about it, but I cannot remember who it was. There was a small additional charge for it.

See https://community.bt.com/t5/Bills-Packages/Digital-Voice-switch-currently-paid-for-features/m-p/2311330#M158802

Not sure if it also applies to non DV services.

Re: Can I Change my Landline Number?

HydeTDS — Fri, 24 Nov 2023 14:54:51 GMT

I'm currently experimenting with adding all the people that should call my aunt, as VIP's with the option to bypass the Do Not Disturb times. Then I'm going to switch on DNDT to all day. Maybe that will work???

Re: Can I Change my Landline Number?

Keith_Beddoe — Fri, 24 Nov 2023 15:04:22 GMT

Its possible a moderator may have have alternative options. They are quite busy, but may offer to help.

Re: Can I Change my Landline Number?

HydeTDS — Fri, 24 Nov 2023 15:05:16 GMT

Cheers.

Re: Can I Change my Landline Number?

Keith_Beddoe — Fri, 24 Nov 2023 15:10:56 GMT

There are external devices which connect between the phone line and the phone. Like TrueCall, but these can be expensive, and may involve an additional subscription.

Re: Can I Change my Landline Number?

HydeTDS — Fri, 24 Nov 2023 16:11:30 GMT

As per previous.... She has dementia. Anything new in the house will just confuse her. We had her personal emergency alarm switched out for one that works over 4/5G, as the old kit will not work with fibre (whenever that comes to the village). This caused my aunt to pull out all the phone leads, why, we don't know. But because she doesn't know how to unplug the leads, she literally pulled them out of the little plugs, breaking one lead and all the little clips that hold them in the wall and router sockets.

So any new kit is out of the question unfortunately.

Anyway, VIP list created, all entries with ability to bypass Do Not Disturb settings which has been switched on to all day, every day. Let's see what happens now.

Re: Can I Change my Landline Number?

JohnC2 — Fri, 24 Nov 2023 16:18:03 GMT

Hi @HydeTDS, welcome to the forum and thanks for your posts. I've sent you a Private Message so you can get in touch with us. We'll have a look and let you know what options are available for her firstly and then we can agree what suits best.

Cheers

John

Re: Can I Change my Landline Number?

Anonymous — Fri, 24 Nov 2023 16:30:59 GMT

Just a thought but doctors surgeries & hospitals for example often call from switchboards that withhold the number. Is that likely to be an issue with your DND plan?

Re: Can I Change my Landline Number?

HydeTDS — Fri, 24 Nov 2023 17:45:10 GMT

No, they do disclose an outbound CLI and have been added to the VIP list. Also, because I'm the PoA holder, they generally call me anyway.

Re: Can I Change my Landline Number?

JohnC2 — Wed, 29 Nov 2023 11:06:45 GMT

Hi @HydeTDS, thanks for getting in touch and just to confirm for other users I was able to request a renumber on the PSTN and this is due to complete by close of play on the 1st December.

Cheers

John

Re: Can I Change my Landline Number?

HydeTDS — Wed, 29 Nov 2023 11:18:12 GMT

Yup all good now thanks to the support from John. Many thanks.

But had there been a chat service that worked. That could have been a valuable route into BT for my query. It's not always possible to have a verbal call, even if there was an option to select from, from the automated call routing system.