cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
422 Views
Message 1 of 6

BT changed number held since 1993

Hello, I'm hoping someone can give me a definitive answer and either save me any further raging against the machine, or give me the necessary hope to continue. Mid July, I accepted BT's invitation to 'upgrade' to digital voice. As soon as the switchover occurred, we had a broken dial tone and people trying to call our number received an error message. I reported the fault several times over the following weeks, each time being reassured that it was in the process of being resolved,  or that the fault had been closed and they would open another. This went on until October, when my case was taken over by The Executive Team, and finally the issue seemed to be being taken seriously. It seemed there had been a number porting error, and we now had a new number. My 82yr old mother cannot understand this, and neither of us wants to try to contact every entity who has been given the old number as a way to contact us, since 1993. The final resolution, according to BT, is the number has now been lost to Openreach and because it was off our line for more than 30 days, cannot be returned. Is this factually correct? If, for example, I was somebody important like an MP, would there be anything anyone could do as an exception to this 30 day rule? I am a little obsessive by nature and this issue is becoming quite stressful, as I simply can't accept that BT can remove our number and then refuse to give it back, but also blame a former part of BT - Openreach - for causing the problem, and yet that body refuses to talk to me because they say its a BT issue. I do actually feel like I'm starting to lose my marbles. Many thanks for any help or advice.

0 Ratings
Reply
5 REPLIES 5
419 Views
Message 2 of 6

Re: BT changed number held since 1993

0 Ratings
Reply
361 Views
Message 3 of 6

Re: BT changed number held since 1993

Number porting is between CP’s, BT, Sky, Talk Talk VM and now various VoIP providers ect, each own an initial certain number range in each exchange area, when you move they negotiate and pass the details between themselves within a certain time window. If that window is missed then the chain of events is broken and problems occur.

If this goes wrong, then after a time that number defaults back to the originating CP’s systems. Openreach have a team that can step in and help if asked, but it’s not always successful in retrieving the number of the originating CP have retired that range (TT bought out other providers and integrated their customers) or it’s been superseded by a new range (exchange area dealing code changes, 5 number ranges going to 6).

All you can do is ask that they contact the Openreach porting team, they can enquire with the relevant owning CP if the number is recoverable, if it is they will try their best to get this resolved.

0 Ratings
Reply
286 Views
Message 4 of 6

Re: BT changed number held since 1993

Thanks Tony, neither BT or Openreach are able to rectify apparently. Number was taken off the line and just lost. New number stuck on randomly in it's place
0 Ratings
Reply
226 Views
Message 5 of 6

Re: BT changed number held since 1993

Hi there,

I assume the number you are wanting back was originally a BT number (so not one that you’d ported in from Virgin Media). 

When BT moved you to voip, they clearly didn’t port the number onto their voip platform and therefore the number disconnected which means it SHOULD be spare with Openreach (meaning it can be picked up again if required). 

They did exactly the same thing to an elderly friend of mine. As she is in her 80s and it’s the only number she has (no mobile) so hospitals, doctors etc call her on it, I found myself in the same position as you. 

Front line customer care couldn’t help, however once I dropped an email to their CEO, the number was back within four days. Working on the new digital voice line. 

So my advice, don’t give up. 

187 Views
Message 6 of 6

Re: BT changed number held since 1993

Many thanks Donny, did you ask the CEO of BT or Openreach (assuming they aren't the same person now)?
0 Ratings
Reply