Will porting my BT number cause cancellation of BT Fibre Broadband if I'm out of contract?

[hillend]

I'm just out of contract on my BT Voice + Fibre 2 broadband service, and want to now migrate voice to a VOIP provider while retaining the Fibre 2 broadband service from BT. FTTP isn't available at my address yet, and the requirement to use BT's own SmartHub for Digital Voice is a deal-breaker for me to remain with BT for voice services.

I've just spoken to a BT service agent, who assured me that initiating the process of porting my existing landline number to my chosen VOIP provider should not result in a loss of my current BT broadband services. I am however sceptical, given posts from others on this forum. Is it possible that this could be true specifically because I am now out-of-contract with BT?

[Christopher_G]

Hi @hillend 

Welcome to the community.

It can depend on the way that your current account is set up. If your landline and broadband are bundled together, the transfer of your landline number to another provider may trigger the broadband to be disconnected. 

Our Customer Support team is in the best position to check this for you and advise further.

Chris

[TimCurtis · Accepted solution]

@hillend 

I've just done exactly what you want to do and BT/EE's assumption is that I'm moving BB & Phone to my VOIP provider and hence cancelling my package. Which for me is fine but clearly not what you want.

[hillend]

My final update on this...

I am now an ex-BT customer, with no intention of ever returning!

After an absrurd amount of effort on my part to avoid an interruption of service, BT accidently terminated my services (voice and broadband), thereby preventing my new service provider from completing an active line takeover. This left me with no service at all for a couple of days (and an acknowledgemen that they *may* have made a mistake). My new provider, voipfone, did a remarkable job to minimise downtime, and are now providing me with both voice and broadband services, with which I am delighted.

I now reflect on having wasted hours on the phone this year speaking with a carousel of BT customer service agents (never the same one twice) in what ultimately proved a futile effort to remain a BT broadband customer. I'm now spending <50% of what I had been with BT for a service which has (thus far) been every bit as performant and reliable, and which seems to be operated by a team of knowledgeable experts. The contrast couldn't clearer.

[hillend]

Thanks Tim. I'm now done with BT having been 'helped along' by a final act of inpetitiude accompanied by a weak apology! All very dissapointing, but thankfully very happy with my new provider so far (albeit still early days).