No outgoing calls on digital phone and phone number issue

[Alex_21]

I am experiencing a really poor and lengthy switchover.  Despite numerous phone calls to BT for help I am still without an incoming line and BT don’t keep me informed.

In brief:

18th Nov 20: Order placed for broadband plus home phone

1st Dec 20: Equipment received (hub and digital voice phone)

12th Jan 21: Broadband & outgoing phone calls connected following significant delay.  Phone programmed with old number and identifies as this when making outgoing calls

Feb 21: BT advised me that they can’t ‘port’ my old number and a new number issued on my account

2nd Mar 21: I called my old provider to ‘disconnect’ my old phone, as this part of my old package had been reactivated late Dec 20 (by BT?) – likely due to delayed broadband connection; I was still receiving bills for this ‘zero’ service.

4th Mar 21: ‘New’ number quoted on my account belongs to another householder (I know because I called it from my mobile and spoke to them)

I would appreciate any ideas of what I need to do next?  To date (7th Mar 21) no solutions attempted by BT helpline have worked

[Alex_21]

Sorry previous post incorrectly titled

I am experiencing a really poor and lengthy switchover.  Despite calls to BT for help I am still without an incoming line and BT don’t keep me informed.

In brief:

18th Nov 20: Order placed for broadband plus home phone

1st Dec 20: Equipment received (hub and digital voice phone)

12th Jan 21: Broadband & outgoing phone calls connected following significant delay.  Phone programmed with old number and identifies as this when making outgoing calls

Feb 21: BT advised me that they can’t ‘port’ my old number and issued a new number on my account

2nd Mar 21: I called my old provider to ‘disconnect’ my old phone, as this part of my package had been reactivated late Dec 20 (by BT?) – likely due to the delayed broadband connection; I was still receiving bills for this ‘zero’ service by old provider

4th Mar 21: ‘New’ number quoted on my account belongs to another householder (I know because I called it from my mobile and spoke to them)

I would appreciate any ideas of what I need to do next?  To date (7th Mar 21) no solutions attempted by the BT helpline have worked

[imjolly]

what phone number is shown in hub manager?  is it blue or greyed out?

[Alex_21]

It is blue with my 'old' number quoted (this number also matches the DECT handset)