Number changed when moved to digital voice

[Sarahh11]

Could someone please advise me - broadband activated yesterday and I had to agree to digital voice too. Broadband has a fault and not working, but my main concern is that our phone number has been changed  - discovered by accident when trying to call home.

despite being assured that we could keep our number, we’ve had this number for over 50 years.

I’ve reported the broadband fault and number issue has been reported as a crossed line,

Could anyone reassure me we will get our original number back please?

mum is 87, disabled and this number is her only link to outside world, no one can dial in at the moment as original landline is ‘unavailable’ 😢

[jac_95]

Hi Sarahh11,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

[Keith_Beddoe]

@Sarahh11 

Welcome to this user forum for BT Retail phone and broadband customers.

Did you move to BT Retail from another provider?

[Sarahh11]

Thank you for replying…. No we have been with BT with it seems like forever. This has always been our phone number, might sound silly but as well as the implications of having to tell all family friends and agencies of a new number, it feels like part of our family history has been removed.

I’ve spent about 2 hours talking to various Bt employees, who have been of little help.

[Keith_Beddoe]

@Sarahh11 

Not sure what the issue is.

I will ask a moderator to help.

[Sarahh11]

Thank you, any help and advise gratefully received, I’m so upset about this and trying to reassure mum it will be reinstated.

[Keith_Beddoe]

@Sarahh11 

Just be aware.

If your broadband is not working, then your phone will not work, as the phone is now connected to the phone socket on the back of the BT Smart Hub 2, and not the phone socket on the wall, which would now just have a "stopped" number on it, which could be any old spare number.

[Sarahh11]

The landline is working, but dialling out and in as this new number. 

thank you

[Keith_Beddoe]

So is your phone plugged into the socket on the back of the BT Smart Hub 2?

[licquorice]

If you have been moved to Digital Voice, your old phone socket may have a temporary number for a while. Your main number is now accessed via the green socket at the rear of the hub as @Keith_Beddoe  says.