Help needed please! Landline number changed when I moved to another broadband provider

[DebbieBailey]

I know that there have been various posts about this, but have not been able to find a solution!

My landline is definitely a BT one, and I have had the landline number for 35+ years.

I changed broadband provider in February 22 to NOW. I have recently realised that my landline number has been changed, even though I had definitely checked the box to keep my original number (even though NOW say I didn't). NOW are saying (by e mail as there is no one I can actually speak with) I should contact BT to get this resolved. I did. BT have told me that there is no actual team/department who can deal with this, and to ask NOW to contact BT and request that my original number is released to them so it is reassigned back to me. BT also stated that there is a set process for retaining numbers and I should be able to get it back. I told NOW about this. NOW have said that this is not correct and they are not able to directly liaise with BT.

So I am stuck and can't seem to find a way of getting the matter resolved. My original number is not in use when I try to ring it, so it is in theory still there to be given back to me!

Any help at all with this would be really appreciated.

[imjolly]

unfortunately you are a NOW customer and it is up to them to sort out your phone number.  If you told NOW that you wanted to retain your phone number then up to NOW to sort it out

[Keith_Beddoe]

@DebbieBailey 

As you are now a customer of NOW, there is nothing anyone here can do to help. You need to take up the issue with NOW, and ask them why they did not port your number over.

Your number would now have returned back to BT Retail and would be spare, and would not be issued to anyone else.

If you ever return to BT Retail, then it may be possible to request your old number back.

[-Richie-]

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@DebbieBaileywrote:

NOW have said that this is not correct and they are not able to directly liaise with BT.

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There is an industry liason process for matters like this, but if the number is no longer active then Now can do a number port, I have heard that typically Now won't try to resolve these, I've never been in this situation and only from reading of others who had a similar problems.

To get BT to help you would need to be a BT customer, there's also no guarantee of success but it depends how important the number is to you if you want to try it

[rbz5416]

When you received your order confirmation from Now, did it specify whether or not the number was to be retained? Dig back through you emails & check.