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Message 1 of 5

Given new number when wanted to keep old one

At the start of October my parents purchased bt broadband and phone. When the package was activated, they were given a new number even though they had requested to keep their old number.

After a number of calls to customer service, they received an e-mail on the 9th October saying the number was being changed back and to allow 1 day to do so.

We are now on the 20th October and still the number has not been changed.

We keep phoning the call centre who make promises that they will call us back. No calls are received. When we contact the call centre again, we have to repeat the whole problem as nobody understands and it appears nobody is recording the complaint.

When asked to speak to a manager, we are told we cannot. We have just come off the phone to the call centre again to yet another promise of a call back. Chances of that happening are zero.

Nobody is listening, nobody is taking this issue seriously. If it was not for the fact that they have lost the landline number, he contract would have been cancelled by now.

My parents have had this number for 20 years, and it is the number the hospital use to contact my dad who is receiving very important treatment. Who knows how many important phonecalls have been missed.

Can somebody tell me what i need to do to get this sorted immediately.
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Distinguished Sage
Distinguished Sage
Message 2 of 5

Re: Given new number when wanted to keep old one

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?


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Message 3 of 5

Re: Given new number when wanted to keep old one

Hi Shep22,

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.


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Recognised Expert
Message 4 of 5

Re: Given new number when wanted to keep old one

I think this problem occurs when a customer has moved to a full LLU (broadband and phone landline) solution from another provider in the past, but subsequently wants to move back to BT.

Also I don't think it's necessarily always BTs fault as it requires the old provider to release the number back to BT (which they sometimes do not do) and things can sometimes go wrong because as well as physically having to rewire the landline in the exchange, the BT telephone network has to 'readopt' the number.

I was lucky when I moved to another provider in the past (O2) that they used BT Wholesale for the landline meaning it never got disconnected physically and was able to keep my number when returning to BT.

However suppliers like Talk Talk and Sky take over the whole line resulting in complications as your parents may be suffering.
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Aspiring Contributor
Message 5 of 5

Re: Given new number when wanted to keep old one



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.



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