BT lost my landline number during Broadband switch. How can such poor service be possible? Anyon

[jac_95]

@BrianKiln this is a community forum where other BT Consumer customers help each other with issues. The only BT employees here are the forum moderators who have the mod title under their display name.

[imjolly]

Is have given you a suggestion to progress your problem assuming you have not had a deadlock letter 

This is a customer help customer community forum which you obviously did not read the T&C when you signed up but just ticked the box. I am a customer just like you  and I am not nor have I ever been a BT employee

As you don't want any help I am quite happy to let you carry on the way you are going

[Bob1001]

@BrianKiln  Openreach involment is largely irrelevant,as they just act as an agent for BT, but apart from the number transfer problem you seem to have been sold a more expensive package than you need. With fibre BT will have to provide a modem/hub that supports fibre to make it work, you don't say which fibre (FTTP, Fibre To The Premises or FTTC, Fibre To The Cabinet) FTTC still works over copper to the premises and needs the smarthub 2)

It seems BT have sold you Halo 3+ rather than Halo 3 which is more expensive and includes EE back up etc etc.

Unfortunately and it annoyed me as well you will have to dial the full national code for all numbers you dial or call you. It took me ages to update my directory list and tell other people who are/were on the same exchange but not changed to fibre that they would have to dial the full code.

[BrianKiln]

@Bob1001  From what you have identified, the system installed is FTTP in that the open reach engineer with his mate ran a new cable into the property which is fibre and has the all singing and dancing kit with a disc (which Open Reach failed to explain what it was for) an EE device which is plugged in but no idea what I am expected to do with it and two VOIP handsets. I should have had as promised my old phone number. As it happened, they didn't work anyway and Mr Open Reach shrugged his shoulders and told us to ring BT.. They still don't work and that is the whole point of my post. Halo 3 is a slimmed down system but that is not offered to new connections (so we were told).

[Bob1001]

@BrianKilnHalo 3 is still offered on the BT web site.

The disk, is to give your home WiFi additional coverage and the EE is so you can use broadband over the mobile network if your fibre connection fails. This assumes you have any mains power to run anything.

The EE back up was useless to me as they had taken down the local mast and I had no EE reception.

[BrianKiln]

@Bob1001 Thanks for that. Our neighbour who has been trying to help us, did show us what to do with the disc whuch is now on top of a wardrobe at the other end of the property and as it has a solid blue light seems to work to extend the wifi. Not sure about the EE Device but we are well within their coverage so, if broadband fails and we still have power, does that cut in automatically or do we have to press a button somewhere. 

All we need now is our landline so that the VOIP works as it should using our original number.

[Bob1001]

@BrianKilnIt "should" switch automatically otherwise there is little point, but unless someone has had one work it real use it is difficult to tell.

With Halo 3 they send out a separate EE hub if you lose broadband and this you have to connect, I did get sent one but by the time it arrived my broadband was back and without EE coverage it was a bit pointless anyway but BT sent one out "just in case" it would work.

[BrianKiln]

@Bob1001 BT seem to not care that we are still without our landline number and if I check my BT hub using the 192.168.1.254 it comes back and clearly shows that no number has been allocated. We wrote to the Ombudsman in the hope that this might poke BT where it hurts and they might take some action. We haven't heard from them regarding the number availability but we did get a refund of three months (roughly) but that was a "sorry for the poor service" without any effort to sort a number for us. We wondered if that was because we had contacted the Ombudsman or if it was just BT's way of shutting us up. All this technology at their fingertips yet they have us believe that they cannot provide a telephone landline number, the whole point of BT's existence in years gone by.