Old landline number retrieval

[Katie_B]

Thanks for letting me know that you have been able to use a different email @chipsncheese. 

What shows when you try log in to your account online? Are being presented with an error or a blank page?

Katie

[mellieleeds]

Hello, sorry to jump on this post. It’s very similar to an issue with elderly friend/neighbour who I’ve been trying to get this resolved for. A complaint is with the ‘executive’ team as we have been waiting for her old number to be transferred. She was given a temporary number whilst her line was upgraded to digital voice. We have now been waiting 4 weeks after initially being told it would take 48 hours. 
we now have a situation where no one can ring her on the landline but she is able to ring out. We specifically requested international calling as her sister lives in New Zealand but now her sister can’t call her and my friend can’t call her sister because international calling barred.

i have spent hours on the phone, I’ve emailed the CEO and no one can tell me when this will be resolved. @Christopher_G  Please is there anything you can do at all?

[gg30340]

@mellieleeds 

If your complaint is with the Executive Team, who are at the top of the complaints process,  there is nothing that the moderators can do to assist.

[mellieleeds]

Guess we are stuck then. I think they have had the complaint for a week or 2 now. No one seems to be able to help

thanks for letting me know

[Katie_B]

Hi @mellieleeds. 

Thanks so much for coming here. 

Although there is nothing further we can do as your complaint is with our Executive Complaints team I can absolutely try to chase an update. 

When you have a moment please check your community inbox. 

Katie

[chipsncheese]

FWIW am unsurprised and baffled by bT's attitude and questionable competence.  I am quite sure our problem was resolved partly due to age and vulnerability issues - I expect you have stressed similar in your case.  As I recall a promised 48hours stretched to a month or so with communication lacking in the interim.  No help at all to say our complaint to Communications Ombudsman has been unanswered for 6 months. Either there is a hel***a backlog or there is literally just one Ombudsman with one old computer.

[mellieleeds]

It certainly seems like it’s a far more common issue than I had thought.

it just seems to be a constant battle. It would now seem they have started the process again in the hope the number will be transferred but the date for that is something like 22nd April so 🙄

I think people just don’t care anymore. I do hope you get a response soon from the ombudsman