Switching from Utility Warehouse to BT

[JS12]

40+ yrs ago line was setup with BT... within the last few years moved from BT to Utility Warehouse and now returning back to BT for phone and broadband due to a good package deal.

Phone is being setup on the new digital voice, however.. ive had conflicting information from several departments over the phone as to whether the home number will be kept or changed!

We can't have the number changed due to it being the one we've had for 40+ years. Trying to get an 88 Yr old to change their number after all this time is a no go. (If you know,you know)

Some say we will lose the number (possibly) others say the number will be kept the same. Who is right and who is wrong? 

We may have to cancel the move altogether as keeping the number is more important than the savings.

[jac_95]

Hi JS12,

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.

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[-Richie-]

When speaking with sales, one of the first questions is do you have a working landline number, by answering yes and providing the number will see the provision raised with a number port, it will then be confirmed on the order confirmation email/letter.

The sales team have to make you aware there is no guarantee when you switch to keep the number, things do go wrong from time to time but BT will do their best to retain it, it's the same risk when you moved to Utility Warehouse and retained it.

[Keith_Beddoe]

As the number was originally issued by BT Retail, then they would own the number, so there should not be any problem porting it back to BT Retail.

[JS12]

Thanks for the reply.

We signed up online and rang to query digital phone thing and keeping the handsets, its only whilst on the call the BT person wanted to let me know that we may or may not keep the number.

We just need a definitive answer or cancel the whole thing before it starts 

[imjolly]

Unfortunately you will not get a definite YES or NO      problems do happen

[Keith_Beddoe]

Its normal to be issued with a new number to start with, as that is the only way service can be provided, as your original number would need to be released of UWs network before it would return back to BT.

Once the line is working, then you should be able to request a re-number, if it does not automatically get ported over. Sometime it may need manual intervention by a specialist team.