This topic

BT lost my landline number

Jass4 — Wed, 24 Apr 2024 11:52:59 GMT

Hello,

I was told by a BT advisor that they could port my old landline number over when setting up a new broadband and landline package with them.

I have now been told today that this is not possible and the landline number is lost. It is essential that I keep this number that I have had for almost 30 years, is there any way to get the number back?
thanks

Re: BT lost my landline number

Keith_Beddoe — Wed, 24 Apr 2024 12:37:37 GMT

@Jass4

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

Did you move to BT Retail, from another provider?

Was the number that you are trying to keep, originally issued by BT Retail?

Have you changed address recently?

Re: BT lost my landline number

Jass4 — Wed, 24 Apr 2024 13:03:21 GMT

Hi,

Thank you for your reply.

yes I recently moved from Talk Talk. BT have stated that the BT advisor who set up the new package made a mistake and didn’t tick the option to port my landline across and because Talk Talk deactivated my service yesterday the number is just gone and cannot be retrieved.

The number was probably from BT originally yes but that could have been 30 years ago or more. I have not moved address.

Re: BT lost my landline number

Keith_Beddoe — Wed, 24 Apr 2024 13:12:49 GMT

@Jass4

How long ago was your number de-activated?

Re: BT lost my landline number

Jass4 — Wed, 24 Apr 2024 13:13:51 GMT

It was deactivated yesterday

Re: BT lost my landline number

Keith_Beddoe — Wed, 24 Apr 2024 13:21:50 GMT

@Jass4

If the number was issue by BT Retail, then in theory, it should be possible to get it back, provided its not been inactive for more than 28 days.

Is there any specific reason why you need to keep the old number, as many people just use their mobile number for keeping in touch?

Re: BT lost my landline number

Jass4 — Wed, 24 Apr 2024 13:28:53 GMT

Thank you

I don’t really use my mobile for calls and all my family and old friends know my current number, it would be a long and difficult process to communicate a new number out to everyone.

Re: BT lost my landline number

Keith_Beddoe — Wed, 24 Apr 2024 13:31:47 GMT

@Jass4 Have you asked BT for a re-number back to your original number, as that should be possible?

It possible a moderator may be able to help, if BT cannot do a renumber. But any request would need to be completed within 28 days.

Re: BT lost my landline number

Jass4 — Wed, 24 Apr 2024 13:35:04 GMT

Do you know who I can contact to look into retrieving the number please?

The main BT helpline were unable to help with this so I’m wondering if there is anyone specific I need to speak to to resolve this.

Many thanks

Re: BT lost my landline number

iniltous — Wed, 24 Apr 2024 13:36:52 GMT

Before DV , this wouldn’t have been a big issue , temporary BT number for a while , then a renumber from the temporary number to the phone number Talk Talk are in the process of returning to the range holder ( presumably that’s BT if you have had the number 30 years ) but with Digital Voice it’s often the case that the number is irretrievable if it isn’t migrated immediately …perhaps a Mod will offer to try and help , but it may not be possible to get it back .

Re: BT lost my landline number

Jass4 — Wed, 24 Apr 2024 13:37:01 GMT

I called earlier today and they said there was no way for them to request the old number back on their system.

Hopefully a moderator may be able to help me, thank you.

Re: BT lost my landline number

Keith_Beddoe — Wed, 24 Apr 2024 13:41:06 GMT

@Jass4

A renumber request should be straightforward for the main helpdesk to do, there would normally be a small charge?

I have asked a moderator to assist, as it may involve some extra work, that cannot be dealt with by the robotic tools that the helpdesk use.

Re: BT lost my landline number

Jass4 — Wed, 24 Apr 2024 13:44:12 GMT

@Keith_Beddoe Thank you

Re: BT lost my landline number

DanielS — Wed, 24 Apr 2024 15:45:33 GMT

Hi @Jass4,

I have sent you a private message so we can take a look into this for you within the next 5 working days.

We will check everything that we can for you.

Thank you

DanielS