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Message 1 of 7

Switching to BT

I have arranged a switch from Shell energy to BT digital voice landline only package for elderly, disabled mother.  This is due to happen in 2 weeks time.  Couple of days ago her telephone number has mysteriously changed. Her original number does not say invalid but appears to ring to the caller. If she rings out it shows as a different number. She has had no notification that this was going to happen . I am concerned that the switch is not going to happen on the day. I am not sure if the problem is with Shell or BT. Can anyone help please?

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Message 2 of 7

Re: Switching to BT

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Message 3 of 7

Re: Switching to BT

@Joulesportsmouth 

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

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Did you ask to keep the same number?

When moving to Digital Voice, initially a new number would need to be issued. Once the service is active, then, when possible, the original number will be ported over.

Has she received any equipment from BT?

 

 

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Message 4 of 7

Re: Switching to BT

The confirmation email stated her original number would transfer and that we would be notified if this wasnt going to be the case. She hasnt received the Hub yet- due by 17th. 

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Message 5 of 7

Re: Switching to BT

I would not have expected a number change now, so perhaps its an issue with Shell Energy, or there is a crossed line.

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Message 6 of 7

Re: Switching to BT

Thank you Keith- would have been nice to have been notified of this when I signed her up. Caused a lot of distress when people have been unable to contact her , possibly including medical professionals.
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Message 7 of 7

Re: Switching to BT

It did seem very strange to me. I'll try & get answers from Shell. Many thanks for your help.

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