This topic

New customer trying to port back to BT but orders keeps getting cancelled

nemu — Sat, 02 Dec 2023 22:47:29 GMT

Trying to port an old BT number back to BT as a new customer

FTTP setup and working with a temporary DV number but the order to port back the original number keeps getting cancelled OR completed with pipit the port taking place

The previous service was with Shell Broadband and they have confirmed that they are not holding on to the number

we keep getting a message on the mobile asking for previous address but then find the order completed and the port does not take place

Getting desperate now

there must now be 6 closed orders so getting no where

Re: New customer trying to port back to BT but orders keeps getting cancelled

jac_95 — Sat, 02 Dec 2023 23:30:02 GMT

Hi nemu,

Thanks for the post and welcome to the Community.

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Re: New customer trying to port back to BT but orders keeps getting cancelled

Keith_Beddoe — Sun, 03 Dec 2023 06:44:54 GMT

@nemu

How long ago did you move from Shell to BT Retail?

Re: New customer trying to port back to BT but orders keeps getting cancelled

iniltous — Sun, 03 Dec 2023 12:02:49 GMT

Are you at the same address as when you originally had this number with BT , changed provider to Shell and now want to move the number back to BT , or has another address been used during this period ?
Number port shouldn’t be used to move a number between addresses , only between providers, if it’s the case was something like , you were with BT , moved address and provider to Shell ( you were happy , new provider at a new address ) but then tried to port the number back to BT , there will be a mismatch between addresses , if that happened Shell made the original mistake by allowing a port to take place to a different address ( even though it may have been useful to you ) .
Obviously the above may be nothing like what’s happened, but is there anything out of the ordinary ?

Re: New customer trying to port back to BT but orders keeps getting cancelled

nemu — Thu, 07 Dec 2023 12:27:49 GMT

Moved property and Ceased service with Shell on 27/10/2023

order had already been placed with BT prior to move and that included keeping the original number

(which was a BT number originally prior to porting it to Postoffice then to Shell who took over PO accounts)

BT appt on 6/12/2023 to install DV and broadband at new address ( same BT telephone exchange area ROATH ) showing my age as I used to work at Roath Exchange when it was TXK and then System X

at no point advised that number Port not possible yet each order fails

Re: New customer trying to port back to BT but orders keeps getting cancelled

nemu — Thu, 07 Dec 2023 12:29:02 GMT

Oophs BT provided service on 6/11/2023 not Dec on a temporary number while the port of original number order was outstanding awaiting release from Shell

Re: New customer trying to port back to BT but orders keeps getting cancelled

Keith_Beddoe — Thu, 07 Dec 2023 13:06:57 GMT

Its probably too late now to port the number to BT DV.

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

Re: New customer trying to port back to BT but orders keeps getting cancelled

nemu — Thu, 07 Dec 2023 13:15:47 GMT

Shell say number free to port

after Bt service started on the temporary number told by Bt that it can’t port until it had been ceased from shell for a period of time

order place with Bt in Oct

line then ceased with SHELL 27/10/23

bt appointment to install 6/11/23 on temp number

Port failed and told number will frozen or on hold with shell or something like that and to wait

shell confirm that they are not holding onto number and that it is available

Bt confirmed on placing the order that we could keep original number

so what’s the problem ?

every order fails we get a message asking for original address and to call 0800800150 on the mobile registered to the account but this is not in normal use - so never answer the call

why never a call to the land line ?

So call always missed them by time we check online the order is closed

can someone in a back office manually sort this out ?

Re: New customer trying to port back to BT but orders keeps getting cancelled

licquorice — Thu, 07 Dec 2023 13:23:41 GMT

I have flagged your problem to the mods. They will post on the thread.

Re: New customer trying to port back to BT but orders keeps getting cancelled

nemu — Thu, 07 Dec 2023 13:54:01 GMT

Thank you !

the customer is a retired GPO /BT OLD SCHOOL 100 manual board supervisor and is rather disappointed

Re: New customer trying to port back to BT but orders keeps getting cancelled

licquorice — Thu, 07 Dec 2023 14:08:27 GMT

I used to live in fear of manual board supervisors!! 😄

Re: New customer trying to port back to BT but orders keeps getting cancelled

nemu — Thu, 07 Dec 2023 15:10:58 GMT

I did too but this lady was one of the nice ones

it was a tough time being an apprentice working on the huge manual board in Cardiff back in the 1970’s the girls would take great pleasure in embarrassing us young boys

Re: New customer trying to port back to BT but orders keeps getting cancelled

PaddyB — Thu, 07 Dec 2023 18:58:58 GMT

Hi @nemu,

Thank you for posting. I'm sorry if you have had problems porting your Number Back to BT. If its been more than 30 days since the number has been stopped, it's unlikely that we will be able to get that number back.

If you send me your details, we'll do our best to try and get that number brought back to BT.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: New customer trying to port back to BT but orders keeps getting cancelled

nemu — Thu, 07 Dec 2023 21:00:50 GMT

Thank you Paddy

replied to you PM with all requested details and some more !

we have our fingers crossed and look forward to having our faith and support of BT people restored

Re: New customer trying to port back to BT but orders keeps getting cancelled

nemu — Fri, 15 Dec 2023 12:40:38 GMT

Well done BT

well done paddyB

big thank you to Nigel (or was it Neil) in Enniskillen who rang me to say they would have one last attempt

I can confirm that this elderly ex GPO/BT pensioner is absolutely delighted to have her original number back on DV

Re: New customer trying to port back to BT but orders keeps getting cancelled

NeilO — Fri, 15 Dec 2023 13:30:30 GMT

Hi @nemu It was me who called you. That's fantastic, it was worth a shot and I'm really glad it worked. You know where we are if you need any help in the future.

Cheers

Neil

Re: New customer trying to port back to BT but orders keeps getting cancelled

nemu — Fri, 15 Dec 2023 16:35:06 GMT

Thanks Neil

Your efforts are much appreciated