Elderly vulnerable customer lost 40 year number during switch

[licquorice]

I think PMs are not enabled initially, not sure how long before they are enabled.

[imjolly]

You are at right place but not privacy but should be next heading private messenger

[JBWata]

@licquorice  I agree , I think it must be a restriction on the account as I have gone trhough every available menu option.

@imjollyI tracked down the correct email address, the PDF linked at the start was dated July 2020 and it had relationteam before the @ bt.com.  Whereas I found a more recent June 2025 PDF that has just relations   - with an S but no TEAM in the address and it didn't bounce, got it eventually. I'll see what they say.

Thanks.

[imjolly]

@JBWata 

That's great if anyone can help you get number back it is customer resolutions