I am having problems trying to place orders online, but believe this is might be because my account is showing the wrong phone number.
I’ve had Broadband with BT for years, but in March 2019 I changed the phone number. I used to have two separate lines: one just for phone calls and one for Broadband. I cancelled the calls only line and had the Broadband number changed to the number of the cancelled line. This was completed OK in so far as callers can continue to use the number they are familiar with.
However the number associated with my Broadband account is still the original number, which doesn’t exist now as a BT phone. I think this is why when my details are checked the system throws up a technical error.
I phoned BT this morning and asked for the number on my account to be changed. I was on the line for 76 minutes (35 minutes waiting to be answered). I was put through eventually to an adviser, but they didn’t know how to do what I wanted. After they had spoken to their supervisor on two separate occasions, I was told that it had been done.
Don’t get me wrong, they couldn’t have been more helpful, but I’m not at all confident that they did manage to change the number successfully. I’ve logged on to BT again this afternoon, but my account is still showing the wrong number.
Now I don’t know if there is any time delay before this change becomes effective (like an overnight run) or if it is a real time update. Have I been too hasty in checking? Is there an expert in the Community that can advise me or get this number change completed for me please?
I cancelled the calls only line and had the Broadband number changed to the number of the cancelled line. This was completed OK in so far as callers can continue to use the number they are familiar with.
However the number associated with my Broadband account is still the original number, which doesn’t exist now as a BT phone.
There's 2 things this could be, a DI needed or a wholesale renumber, you'll need to contact the 'Help' team or 'Connections' team.
When you changed the number, it's updated the phone service but not the broadband, so the Help team or Connections team will need to look on BT Wholesale and see what number is assigned to the broadband, if the number doesn't match your landline, wholesale can correct it.
If the number does match on wholesale, then you need a data integrity case raised.
Both are simple fixes and won't have any impact on your service, it's just a records update needed to put things how they should be.
Thank you very much for that, Richie. I'll get in touch with them as you suggest.