My Dad (79 years old) has lost his number of over 40 years and over 6 weeks trying to get it back is missing calls from hospital and healthcare providers regarding care and an upcoming heart operation. We are really having a tough time trying to get someone to help and see the issue through.
He was due to be migrated to DV at the start of October, he was going to be away on holiday at the time and I needed to arrange a suitable time to visit to swap the new SmartHub in and reconfigure the CCTV and DDNS etc so we called to have it delayed which they did until December.
On his return unfortunately he was taken to hospital with a heart attack and sure enough at the worst time found we could not make or receive landline calls. I was assured he had not been switched to DV and must be a fault. After a few weeks and several calls and escalations, I assume to Open Reach it was found the copper line had indeed been disconnected but DV not started as due in December leaving no service.
DV was eventually activated but with a new number losing my parents home number of over 40 years (always with BT). Each time I call I am told an order is raised and it will be active in 1 week, 4 times I have done this each time it does not work, wait another week. Same again today and told to trust the system it's all they can do, he put me on hold to talk to connections to get a reason why it kept happening but before he could return the call was dropped. I couldn't face having to explain it all again to another person.
Probably a dozen call, 6 weeks without their number and my elderly parents are extremely stressed at the prospect of losing the number the longer this goes on and ofcourse not being able to be contacted as this is the primary number various departments have for them.
Can anyone escalate this and have someone see this through for us?
