BT mobile change of plans but won' allow to keep old number.

[RoMo5]

I was persuaded by an advisor to change my BT mobile plan to another BT mobile plan. I was sent a new SIM card but when I followed the instructions to keep my old number by texting PAC to 65075 I got the following answer "Hello, BT here. You asked for a switching code to move to another provider. As your number is part of an account with multiple numbers, we can't deal with this via text. Please call 03301234150"  On getting through to an advisor it appears there is no way to transfer your old number from a BT plan to a new BT plan yet it would have been possible if I had been with another provider. That seems unbelievable. Anyone else had this problem or got round it.

[imjolly]

You could try phoning CS again and hopefully get a better informed advisor.  I have asked forum mods if there is anything they can do to help  they will post here

[RoMo5]

Thanks for your advice. I've already cancelled the new plan under the 14 day rule.

[Debbie_G · Accepted solution]

Hi @RoMo5.

Welcome to the community

I'm sorry to hear you've had difficulty keeping your existing number when changing your mobile plan.

I appreciate you've now cancelled the new plan under the 14-day cooling-off period. If you need any further help, please get in touch with our customer support team. They'll be able to discuss the options available to you and provide further advice.

Debbie

[RoMo5]

Thank you.