My parents decided to leave sky for their phone service and move to BT. Called BT up, said we wanted to switch, wanted to keep old number. Got given changeover date which was a week later. Perfect! In the week new hub arrived.
changeover day came, plugged in new hub. Connected instantly. Internet up and running.
the phone had no connection. Called bt, the said for some reason the phone part of the switchover had been cancelled and they needed to restore it. Reboot everything and wait until next day. Did that, next day comes, nothing. This happened for a few days. Then they said my parents old number had got lost and this was why phone wasn’t working. Said only way they could restore phone was to have a new number. We agreed. Got given new number and told would be 3 working days until it got turned on. Time came, still no phone. Called BT. Said hub needed new settings to be sent, again 3 more days! 3 more days and still no phone. We call bt again, we get forwarded to a real time engineer over a video call. We do multiple things and nothing. He says he needs to escalate it. He also says he is sending engineer to the house. No engineer ever arrives. Another 3 days passes.
in this time we decide maybe it’s the actual phone. We buy new BT premium phone. Still doesn’t work.
called again. Get told only way to fix problem is to issue ANOTHER new number. It will generate new hub settings and come on 2 working days later.
we have reached the 2 days and still no phone.
if you ring the new number, all u get is voicemail. The phone says there is a line error. The hub manager says phone isn’t configured.
my dad is blind, my mum is his carer. She cannot leave him alone without a phone. He cannot use a mobile phone. My mum was rushed into hospital over Xmas and we had to leave my dad alone without no means to contact anyone or us him. The strain this phone switchover has put on my parents is terrible. Please someone advise something we could do. I’m desperate.
