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PeaceKeeperMum
Beginner
370 Views
Message 1 of 9

Can't keep phone number - Digital Voice

I placed an order for Full Fibre and Digital Voice at the beginning of the month after BT emailed saying Full Fibre is now available in my area.   The order, placed by BT agents, kept being rejected by the engineers due to some kind of issue with my landline but the Manager I've been passed to can't tell me the issue other than to say "it's complicated."

 

Apparently, the only way I can get Digital Voice is to change my phone number completely as the cabinet supplying the Digital Voice  is 3.3 miles away from my home but in a different Town & crosses in to a completely different County.  I was told this will effect all the other properties in my location too when they upgrade their BT package (doing now as my contract expires in July).  

 

Is it REALLY not possible for me to retain a phone number that is, at least, associated to the Town & County I live in? 

 

I will change number if I really have to (multi generation family so I will struggle to get my 87 year old father-in-law to understand/remember his new phone number though but the option of 2 people being on the phone at the same time is a huge benefit for our home set-up) but I would, at a minimum, like to keep a number that is associated to my home Town.

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8 REPLIES 8
jac_95
Guru
Guru
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Message 2 of 9

Re: Can't keep phone number - Digital Voice

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licquorice
Distinguished Sage
Distinguished Sage
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Message 3 of 9

Re: Can't keep phone number - Digital Voice

Neither Digital Voice or Full Fibre is delivered from a cabinet. There should be no reason why you can't keep your number.

I will ask if one of the mods can take a look.

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PeaceKeeperMum
Beginner
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Message 4 of 9

Re: Can't keep phone number - Digital Voice

Thank you @licquorice, that would be greatly appreciated

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-Richie-
Guru
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Message 5 of 9

Re: Can't keep phone number - Digital Voice

It can happen when the FTTP is routed from another exchange than your current PSTN is connected to, which is why the number element gets issues.

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licquorice
Distinguished Sage
Distinguished Sage
300 Views
Message 6 of 9

Re: Can't keep phone number - Digital Voice

No idea why, Digital Voice is virtual and not tied to an exchange numbering scheme like analogue surely.

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-Richie-
Guru
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Message 7 of 9

Re: Can't keep phone number - Digital Voice


@licquoricewrote:

No idea why, Digital Voice is virtual and not tied to an exchange numbering scheme like analogue surely.


The exchange that provides the FTTP is not always the same exchange that provides the FTTC/ADSL, the order to move from PSTN to DV would need done before the FTTP upgrade otherwise the migration can fail, it doesn't happen often but when it does it's more work to complete.

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licquorice
Distinguished Sage
Distinguished Sage
271 Views
Message 8 of 9

Re: Can't keep phone number - Digital Voice

I fail to see why the physical location of the exchange is relevant to a VOIP number.

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MandyF
Moderator
Moderator
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Message 9 of 9

Re: Can't keep phone number - Digital Voice

Hi @PeaceKeeperMum ,

Thank you for your post and I'm sorry to hear of difficulties you're having with Digital Voice.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thank you

MandyF