My elderly parents have recently switched their broadband and phone package from BT business to BT residential (now EE) and have also had to move to digital voice.
I won’t bother going into detail regarding the problems we experienced with the order, however the switch over was eventually successful. The problem now is that following porting their old telephone number, they can make calls out but can only receive calls in from my BT landline. The reason why they wanted to keep their landline number is because my father has a heart problem and is currently receiving cancer treatment, therefore doctors and the hospital have their old number on their records.
We were originally told if we wanted to keep the number we needed to contact BT 24 hours before the switch. When we did this, we were told we should request the number to be transferred 24 hours after the switch. Eventually the old number became live on 3rd October, however following this, they can no longer receive calls from mobiles. We were told this was because an existing order was in process and this was affecting their service (although we have no idea what this order was). However, time has passed and my parents can still only receive calls from my landline.
My mother has contacted BT several times and has been promised that they are a priority and it will be fixed; the most recent completion date given was Friday 11th October, midnight.
My parents remain isolated as the family cannot contact them, since most people use mobiles.
Can you please advise how we can get the problem resolved ? The service was working until their old number was ported. Please help.
