BT Digital Voice renumbering delayed for elderly personal alarm user

[marktan]

If line had been transferred remotely from copper to fibre. It seems to be pot luck whether this happens when expected/advised

[IslandGirl]

Latest update,

1st July - received an email saying the (long held landline) phone number was ready to use. BT call it renumbering, it's the porting of her old home phone number. 

But, it's not working - calls to that number just go to voicemail. And the temporary phone number has been disconnected.   Elderly relative left without a working home phone again. This continues to be an issue because the account holder is elderly, has a personal alarm and lives in an area with virtually no mobile signal.   

Called BT, they said there was a mismatch of the serial number of the hub, and they need to send a new hub. This will be the third hub.  

You can't make this stuff up!  

Struggling to understand why we need to change the hardware.  The whole idea of a digital voice service surely means they can update the serial number in the software/Digital Voice System? 

The broadband service is working. 

Anyone looking to transfer their phone number from another provider across to BT's Digital Voice platform, be ready for many disruptions.

Has anyone dealt with the Ombudsman or their MP about this? Of course I want my relative's phone service to be working, but there will be so many other elderly customers out there who shouldn't have to go through this nightmare.  

@PeterW @Rach_H 

[IslandGirl]

@James-B @

"Without disruption" seems to be the marketing buzzword.  My elderly relative (who relies on a personal alarm and lives in an area with virtually no mobile signal) still doesn't have a working home phone after migrating from PlusNet to BT.   They are waiting delivery of a third hub to hopefully get the home phone working with their "long held" landline number that was ported across from PlusNet.  

Feel free to DM me if you'd like to know background and perhaps ensure that more customers in the future don't face this nightmare.  

---

[IslandGirl]

It's been a very painful process. And still not resolved.

[Christopher_G]

Hi @IslandGirl 

I'm really sorry to hear of your family members experience with this so far. I've set you a private message to try and get you both some help with this.

Could you take a look at your community inbox and get back to me please?

Thanks

Chris

[licquorice]

She has already had a mod invitation on another thread. 

That's the problem with posting the same thing on multiple threads.

[Ali_A]

HI @IslandGirl 

I'm concerned about the issues you're continuing to face after we reached out, and would like to see if we can get you some further support with this. 
We've sent you a private message to. Can you have a look and get back to us when you can?

You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages.

Thanks. 

Ali 

[IslandGirl]

Thanks, we are in contact with a member of the BT Executive Complaints team, and they are helping to get someone more technical to look into it.  

It is really upsetting for all involved to be this far along and for her not to have a working home phone. 

Reminder to anyone else reading this post - they live in an area with virtually noobile signal and rely on the home phone to make and receive calls.  They are elderly, and have a personal alarm which is linked to their home phone number.