Elderly mother cannot recieve calls from Mobiles

[amco48]

Hi,

It was from BT Comms. I'm going to wait until Thursday before I request another call back. This will be the fourth time in total that I've contacted BT about this.  And the second time they've told me it's fixed when it's not fixed. My mother is very stressed by it and worried she's missing people's calls to her landline. 

[Linzi_H]

I completely appreciate your mother is worrying about missing calls @amco48, and I know you both will want this sorted as soon as possible. 

Have you escalated this and spoken to a team leader? Have you opened a complaint when speaking with us over the phone?

Linzi 

[amco48]

Hi,

I spoke to a lovely BT Guide today who said it was a porting issue and the problem has been passed to the wrong people. He said the ROB team should be dealing with it. Unfortunately, they are closed at weekends so I need to arrange a call back on Monday. He apologised for how long  it has taken to get any sense and said as soon as the ROB team are on it it will be fixed in 24 to 48 hours. Fingers crossed.

[Michael_D]

Thanks for the update @amco48.

I'm glad to hear that it is starting to move forwards. 

Please keep us posted with how it goes over the next few days.

Michael

[amco48 · Accepted solution]

I spoke to another helpful BT Guide yesterday to help get this problem sorted. I was on the phone for an hour and he said in his 20 plus years working for BT he's only seen this problem twice. I'm not exactly sure what the problem was, but he also said the order for digital voice had only partially gone through!?! How does that happen?

Anyway, the solution was to reorder digital voice and give my mother a TEMPORARY new phone number.  Everything is now working.

I have to call them tomorrow to ask for the old number to be reinstated. Apparently they will do that. I think they said it can take up to 10 days. It's a total inconvenience for my mother as no-one knows her new number. However we are happy to have a solution. Fingers crossed it all still works when she gets her old number back.

Thanks for your help 🙂

[rbz5416]

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@amco48wrote:

I spoke to another helpful BT Guide yesterday to help get this problem sorted. I was on the phone for an hour and he said in his 20 plus years working for BT he's only seen this problem twice. I'm not exactly sure what the problem was, but he also said the order for digital voice had only partially gone through!?! How does that happen?

As per post #3, this type of error has been posted on these forums repeatedly for a very long time. It's pretty much always been a failed number port & it always takes weeks to find someone who knows how to resolve it. Now that the Mods with account access have been dispensed with, I can only see that getting worse. There's clearly absolutely zero communication between BT employees on this or other common issues.

[chrisjp]

"He said the ROB team should be dealing with it. Unfortunately, they are closed at weekends so I need to arrange a call back on Monday."

But why can't the "lovely BT Guide" (Guy?) take ownership and HE pass the problem on to the ROB team when they are back in work. Why is it always passed back to the customer to make yet another call?

[chrisjp]

"I have to call them tomorrow to ask for the old number to be reinstated. Apparently they will do that. I think they said it can take up to 10 days."

Please keep us informed of progress. Past experience unfortunately shows that promises by BT to "re-instate your old number" once a tempoirary number has been issued are often not kept, and the old number is somehow "lost".
Re-ordering DV and issuing a temporary number is surely a cludge of a remedy for something BT has messed up.

[amco48]

Hi,

My mother has got her old number back and everything seems to be working at last! It only took one month and a lot of inconvenience and hassle! Hopefully, there will be no more issues.

[Leanne_T]

Hi @amco48 

Thank you for coming back and providing an update and I am very sorry this has taken a month to get resolved.

If you need any help in the future please pop back to the community 🙂

Take care. 

Leanne.