This message is in follow up to an earlier conversation in November 2022 when I raised the issue that I had two accounts with BT, one which was landline only (and used as a primary number for contact) and the other which was primarily for broadband and a second landline used occasionally.
At the time I wanted to transfer the number used for the standalone landline to the Broadband account, but was advised by John C2 (now listed as Moderator-retired) that it was not possible because the numbers were allocated to different exchange codes. I agreed to leave the issue until full fibre became available - which it now is.
Hence I asumed that because presumably the local exchange is now digital that the changeover would now be possible albeit that both lines at present are FTTC but the local exchange is offering full fibre.
Hence I decided a few weeks ago to initiate the transfer of the number from the landline only account to the broadband plus landline account but have again hit major obstacles. The first service agent I spoke to implied that it was not possible without suspending the number to be transferred for upto a week or more, while billing and accounting managed the reorganisation of the accounts. I decided that this was unacceptable personally because that number is used by all our contacts including hospitals wishing to get in touch with my 79 year old wife.
I decided that a better option with FTTP likely in the near term would be to keep both numbers for now; when appropriate to add broadband to the standalone landline, and then once proven to later drop the already existent broadband thus removing the risk of having the number removed from the current important landline only account.
However when I discussed with the service agent he muisunderstood and despite requesting him to make no changes to either account, he initiated changes (eg marking the landline only account inactive) which have triggered a series of online chats and phone calls with various BT agents; eventually resulting in an order being generated for the transfer (due to take place today) and a final bill in respect of the landline only account sent to me.
The order was not completed today but instead part cancelled and my standalone landline line has been made inoperable (unable to make outgoing calls, incoming calls get number unobtainable).
Once more I contacted BT by phone but a different service agent was not able to ascertain the reasons for the non transfer of number but stated she would investigate and get BT to contact me in 3 days to request reordering!
I find this process complexity to be completely technically unnecessary in a digital age and cannot understand why the need for multiple discussions and contradictory statements of intent.
I had thought of writing to BT Chief Executive but unfortunately she is unlikely to be able to resolve the issue directly but presumably head office has a team who would respond to correspondence.
What would be helpful to know from forum moderators again is whether the constraint stated three years ago (ie in lay terms that the local exchange comprises two sub exchange codes) and my accounts/numbers are not on the same ones, still exists - or whether my assumption is correct that this is less of a technical issue and really an admin one.
Also, I suspect that there are not many domestic customers with a similar arrangement (two accounts, one landline, one broadband with landline) and hence the frontline service agents do not know how to handle a request for change. If this is so, how do we as customers contact someone at BT who fully understands what is required and can get back to explain any issue or handle the transfer and order process in a straightforward manner.
Chris Harvey
