Trying to renew service (digital voice)

[ZeroTD]

I'm having real trouble trying to figure out what's happening at BT.

I tried to update my package online but after selecting Full Fibre 100 at £39.99 it magically changed to £61.99 at checkout so I phoned up to see what was happening. Almost two hours later I'm finally talking to someone. before we can even get the price resolved she's telling me that it's impossible for me to port over my phone number and I'll have to be assigned a new phone number. She couldn't tell me why, just a bunch of "that's the way it is" type answers. I've spoken to Sky and they assure me they can port my number over to their Wifi calling.

Can anyone shed any light on any of this? I've go the business phones and broadband to renew in the summer and I don't want to be messing around with them and losing business.

[Keith_Beddoe]

@ZeroTD 

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

Which provider owns the number you are trying to port over? If you already have an existing analogue PSTN number with BT Retail, there should not be a problem migrating it to BT Digital Voice.

As for your business lines, BT Business are moving their analogue PSTN lines over to Cloud Voice, which is a VOIP system using IP phones. There should not be any issues with this, but you would need to confirm this with BT Business, or you could ask for advice on the BT Business Forum.

https://business.forums.bt.com/

[ZeroTD]

Hi Keith, thanks for answering so quickly.

It's a regular landline phone number on a residential account with BT that I've had for about 8 years now. I suspect that the person I was speaking to was just useless. I'd imagine there'd be uproar if everyone was losing their phone numbers with the switch over. Only problem is I have to phone up again and hope to speak to someone better since I can't do the order online.

I actually spoke with BT a few years ago about Cloud Voice but it seemed like a bit of a hassle to set up (and expensive). I was hoping with the switchover coming there'd be a more straightforward option coming up, but hopes are sinking.

I'll try calling up again in the week and see if someone else can manage it.

[Keith_Beddoe]

@ZeroTD 

Plenty of people on this forum have needed to migrate to DV when they move over to full fibre, its normally part of the order process.

If you still cannot get any sense from Customer Services, then one of the forum moderators may be able to help with your residential order.

As for Cloud Voice, there is no other option because the phone socket on the BT Business Smart hub does not function. I think they use Yealink IP Phones which does mean that you can connect to any suitable network port within your business premises.

As you may be aware, the Analogue phone system is closing down, so all future options are going to be VOIP based.

[ZeroTD · Accepted solution]

Called up again this morning and got everything sorted out. Don't know what all that nonsense was about.

[NeilO]

Hi, @ZeroTD I'm glad you got that sorted and sorry about the incorrect info provided when you called previously.

Neil