Moving home (Same Exchange) but order telling me phone number can't be kept...

[gosforth]

Preparing to move to new apartment, which is technically speaking next doors.

BT wholesale checker showing same exchange as our existing apartment (not surprise) but when going into order, getting back info as our phone number (Digital Voice on FF900 w Halo 3) can't be kept because new address is at different exchange...

Confusing...

However, our existing phone number is from 01917 range, which never belongs to Newcastle area, but to Sunderland area, which, I believe was mistake back in time, when I took Full Fibre as new order and hot assigned number wrongly.

I do believe, this time, system somehow wanna correct it, and give us new number from geographic area which we belongs, but be fair can't find it out before move itself.

Phone support of BT is as usually useless, chat support even more...

[jac_95]

Hi gosforth

📢BT's Digital Voice service is BT Consumer's VoIP/Internet based fixed line voice service and is the replacement service to your current voice service you have today as the analogue PSTN phone network is closing by 2025. Between 2021 and 2025 those with a voice service from BT will be migrated onto the Digital Voice Service.

ℹ️ Please take a look at the FAQs on moving to Digital Voice as it may help answer your question.

✅ You may also find that someone else has had the same query in the past. Here's a list of all the answered questions regarding BT's Digital Voice.

Please do post back if you've been able to find the answer to your question(s) or if you need more help from the community.

p.s This is an automated reply

[Keith_Beddoe]

@gosforth 

Its possible you had an "out-of-area" exchange line. This was often done in the past, where capacity on the local exchange was limited at that time, and the connection was made from an adjacent exchange.

This means that it does not belong to your local exchange, which is why you have to be given a new number.

[-Richie-]

One option is upgrade to Digital Voice first, then do the home move order, currently PSTN lines are tied to the exchange, moving to Digital Voice removes that limitation.

[gosforth]

We are already on Digital Voice from day one at existing apartment...

Both existing apartment and new apartment are on Exchange Gosforth....

That's why it's confusing as can't keep the number 

[-Richie-]

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@gosforthwrote:

We are already on Digital Voice from day one at existing apartment...

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Are you sure it's Digital Voice and not Future Voice (FVA) ? Future Voice you connect to the ONT, Digital Voice you connect to the SH2 for calls.

[gosforth]

[-Richie-]

Yeah that's a strange issue, as you've tried the normal support routes, I'll ask a passing mod to support.

[NeilO]

Hi @gosforth I'm sorry to see you're having trouble taking your number with you. I'll send you a private message in a moment so you can get in touch with the moderation team.

Thanks

Neil

[gosforth]

Just to heads up, BT contacted me yesterday, some Paul from Retention department, and going to investigate, why my Digital Phone seems to be at state, as have locked move to new home. 
As much they will find out why, and place on my behalf order to move my services, I will update here with information, what’s was wrong…