Failed transfer back to BT

[andy_l]

I'm trying to help someone whose transfer back to BT has gone wrong.

Originally they were with BT. Some time ago they transferred to the Post Office keeping their same number.

Now they are transferring back to BT.  The transfer was supposed to happen on Monday (the 22nd) and BT said it should complete the same day.

Since then anyone dialling their number gets a message "The number you have dialled is currently not receiving incoming calls.  Please try again later".  Her phone is displaying a message that's something like "Please plug in line cord".

We ring BT and are told that they will get in touch with the Offline Team and the Offline Team will get in touch with OpenReach but no one tells us what's going wrong or when her line is getting fixed. 

Is there anything else we can do to find out what's happening and when her line is fixed?  She lives alone and feels vulnerable not having a landline available.

Thanks in advance.

[imjolly]

Does the person have a dial tone?  If so dial 17070 and check the number read out is the expected number 

[andy_l]

Thank's for the suggestion. They don't have dial tone unfortunately.

[imjolly]

Is it just landlines or is it a broadband package

[andy_l]

It's just a landline. No broadband involved.