New customer trying to port back to BT but orders keeps getting cancelled

[nemu]

Trying to port an old BT number back to BT as a new customer 

FTTP setup and working with a temporary DV number but the order to port back the original number keeps getting cancelled OR completed with pipit the port taking place

The previous service was with Shell Broadband and they have confirmed that they are not holding on to the number 

we keep getting a message on the mobile asking for previous address but then find the order completed and the port does not take place 

Getting desperate now 

there must now be 6 closed orders so getting no where 

[jac_95]

Hi nemu,

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[Keith_Beddoe]

@nemu 

How long ago did you move from Shell to BT Retail?

[iniltous]

Are you at the same address as when you originally had this number with BT  , changed provider to Shell and now want to move the number back to BT , or has another address been used during this period ?
Number port shouldn’t be used to move a number between addresses , only  between providers, if it’s the case was something like , you were with BT , moved address and provider to Shell ( you were happy , new provider at a new address ) but then tried to port the number back to BT , there will be a mismatch between addresses , if that happened Shell made the original mistake by allowing a port to take place to a different address ( even though it may have been useful to you ) .
Obviously the above may be nothing like what’s happened, but is there anything out of the ordinary  ?

[nemu]

Moved property and Ceased service with Shell on 27/10/2023

order had already been placed with BT prior to move and that included keeping the original number 

(which was a BT number originally prior to porting it to Postoffice then to Shell who took over PO accounts)

BT appt on 6/12/2023 to install DV and broadband at new address ( same BT telephone exchange area ROATH )  showing my age as I used  to work at Roath Exchange when it was TXK and then System X 

at no point advised that number Port not possible yet each order fails 

[nemu]

Oophs BT provided service on 6/11/2023 not Dec on a temporary number while the port of original number order was outstanding awaiting release from Shell

[Keith_Beddoe]

Its probably too late now to port the number to BT DV.

A renumber is normally only possible, provided the original number has not been inactive for more that 28 days.

[nemu]

Shell  say number free to port 

after Bt service started on the temporary number told by Bt that it can’t port until it had been ceased from shell for a period of time 

order place with Bt in Oct

line then ceased with SHELL 27/10/23

bt appointment to install 6/11/23 on temp number

Port failed and told number will frozen or on hold with shell or something like that and to wait 

shell  confirm that they are not holding onto number and that it is available 

Bt confirmed on placing the order that we could keep original number 

so what’s the problem ?

every order fails we get a message asking for original address and to call 0800800150 on the mobile registered to the account but this is not in normal use  - so never answer the call 

 why never a call to the land line  ?

So call always missed them by time we check online the order is closed 

can someone in a back office manually sort this out ? 

[licquorice]

I have flagged your problem to the mods. They will post on the thread.

[nemu]

Thank you ! 

the customer is a retired GPO /BT OLD SCHOOL 100 manual board  supervisor and is rather disappointed