I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
Did they move from another phone provider?
Welcome and thanks for posting. I'm really sorry for the problems your parents are having with your order and they have not got their old number back yet.
The best thing for you to do would be to contact our order specialist team and allow them the chance to put things right. I will drop you a private message now which will include the link to the order team whereby you can chat with them online. This order team is based in the UK and will own your complaint until everything is sorted out.
Should you have any further problems after speaking with this team please let us know.
I've had the same problem and it still hasn't been resolved. I moved to BT in August and spoke to a salesman who assured me that they will sort out the porting of my old number and it should be done within a week. After numerous phonecalls and complaints, my number has changed three times ovet the course of the last three months to one I don't want. Its now coming up to three months now and I'm still not closer to resolving it.
Word of advice, avoid talking to anyone at the indian call centres as they are not trained to deal with this, as I have established. Ask to speak to someone in the technical department and you're likely to speak to someone from the UK.