This topic

Number changed when moved to digital voice

Sarahh11 — Tue, 16 Jan 2024 16:42:56 GMT

Could someone please advise me - broadband activated yesterday and I had to agree to digital voice too. Broadband has a fault and not working, but my main concern is that our phone number has been changed - discovered by accident when trying to call home.

despite being assured that we could keep our number, we’ve had this number for over 50 years.

I’ve reported the broadband fault and number issue has been reported as a crossed line,

Could anyone reassure me we will get our original number back please?

mum is 87, disabled and this number is her only link to outside world, no one can dial in at the moment as original landline is ‘unavailable’ 😢

Re: Number changed when moved to digital voice

jac_95 — Tue, 16 Jan 2024 16:50:02 GMT

Hi Sarahh11,

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.

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

Re: Number changed when moved to digital voice

Keith_Beddoe — Tue, 16 Jan 2024 16:50:54 GMT

@Sarahh11

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

Did you move to BT Retail from another provider?

Re: Number changed when moved to digital voice

Sarahh11 — Tue, 16 Jan 2024 16:55:25 GMT

Thank you for replying…. No we have been with BT with it seems like forever. This has always been our phone number, might sound silly but as well as the implications of having to tell all family friends and agencies of a new number, it feels like part of our family history has been removed.

I’ve spent about 2 hours talking to various Bt employees, who have been of little help.

Re: Number changed when moved to digital voice

Keith_Beddoe — Tue, 16 Jan 2024 16:57:11 GMT

@Sarahh11

Not sure what the issue is.

I will ask a moderator to help.

Re: Number changed when moved to digital voice

Sarahh11 — Tue, 16 Jan 2024 16:59:07 GMT

Thank you, any help and advise gratefully received, I’m so upset about this and trying to reassure mum it will be reinstated.

Re: Number changed when moved to digital voice

Keith_Beddoe — Tue, 16 Jan 2024 17:11:07 GMT

@Sarahh11

Just be aware.

If your broadband is not working, then your phone will not work, as the phone is now connected to the phone socket on the back of the BT Smart Hub 2, and not the phone socket on the wall, which would now just have a "stopped" number on it, which could be any old spare number.

Re: Number changed when moved to digital voice

Sarahh11 — Tue, 16 Jan 2024 17:14:16 GMT

The landline is working, but dialling out and in as this new number.

thank you

Re: Number changed when moved to digital voice

Keith_Beddoe — Tue, 16 Jan 2024 17:17:19 GMT

So is your phone plugged into the socket on the back of the BT Smart Hub 2?

Re: Number changed when moved to digital voice

licquorice — Tue, 16 Jan 2024 17:19:16 GMT

If you have been moved to Digital Voice, your old phone socket may have a temporary number for a while. Your main number is now accessed via the green socket at the rear of the hub as @Keith_Beddoe says.

Re: Number changed when moved to digital voice

Sarahh11 — Tue, 16 Jan 2024 17:24:40 GMT

It was but now back in socket alone - no point wasting electricity on the broadband hub as it’s not working

Re: Number changed when moved to digital voice

Sarahh11 — Tue, 16 Jan 2024 17:26:27 GMT

So do you think it will be my number when broadband is working? I was advised by tech to use filter not back of hub… thank you

Re: Number changed when moved to digital voice

licquorice — Tue, 16 Jan 2024 17:27:02 GMT

How do you know its not working if you have switched the hub off? Until your broadband is working, your phone won't work on the correct number.

Re: Number changed when moved to digital voice

Sarahh11 — Tue, 16 Jan 2024 17:29:18 GMT

Because the broadband isn’t working, it’s been reported as a fault. It’s been over 24 hours now so should be working?

Re: Number changed when moved to digital voice

Keith_Beddoe — Tue, 16 Jan 2024 17:29:59 GMT

Your correct number should be there, once the broadband is working, so there is no point in telling anyone about the number on the phone socket, as its only temporary, and has probably been left active so it can be used in an emergency, as normally "stopped" lines cannot make or receive calls.

Have you been told when the broadband is going to be working?

Re: Number changed when moved to digital voice

Keith_Beddoe — Tue, 16 Jan 2024 17:33:45 GMT

You must leave the hub switched on, otherwise it will show as a fault, and the information that is needed to be sent to the hub, to enable phone calls, will not happen.

Its going to be needed to be left on all the time anyway, otherwise you will not be able to make or receive phone calls, as calls are carried over the Internet.

Re: Number changed when moved to digital voice

Sarahh11 — Tue, 16 Jan 2024 17:34:23 GMT

Thank you, this gives me hope….. engineer due on Thursday morning🤞🏻

Re: Number changed when moved to digital voice

licquorice — Tue, 16 Jan 2024 17:35:03 GMT

Just leave the hub plugged in and switched on. If BT test the line and don't see a hub they will think there is still a fault.

Re: Number changed when moved to digital voice

Sarahh11 — Tue, 16 Jan 2024 17:37:35 GMT

Ok I will set it all up again, thank you so much for advise and giving me hope. This group more helpful than calls to BT 😔

Re: Number changed when moved to digital voice

licquorice — Tue, 16 Jan 2024 17:46:42 GMT

@Sarahh11 wrote:

This group more helpful than calls to BT 😔

First port of call for problems. 😀