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paxmpd
Newbie
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Message 1 of 7

Number Portability Fault - Unable to receive calls since transferring to BT

Hi,

Just joined BT on 3rd Nov 2015 from Karoo (Kingston Communications). I am able to make outgoing calls from the new BT line and internet is working fine. I am unable to receive incoming calls.

 

If I call from my mobile there is a ringing tone but the call is not being received by the BT phone service.

 

Just to confirm - I have followed all BT's trouble shooting guides. There is nothing wrong with my equipment. The issue still exists when connected to the test socket. 

 

An engineer is visiting tomorrow but I believe the problem is that my number has not been ported correctly from my old service providor to BT. Therefore, I believe the engineer will not be able to help.

 

Please can somebody sort this out!!

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Distinguished Sage
Distinguished Sage
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Message 2 of 7

Re: Number Portability Fault - Unable to receive calls since transferring to BT

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Moderator
Moderator
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Message 3 of 7

Re: Number Portability Fault - Unable to receive calls since transferring to BT

Hi paxmpd,


I'm really sorry for the problems you are having with your order.

The best thing for you to do would be to contact our order specialist team and allow them the chance to put things right. I will drop you a private message now which will include the link to the order team whereby you can chat with them online. This order team is based in the UK and will own your complaint until everything is sorted out.

Should you have any further problems after speaking with this team please let us know.

Cheers

 

Robbie

Community ModeratorRobbieMac
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Distinguished Guru
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Message 4 of 7

Re: Number Portability Fault - Unable to receive calls since transferring to BT


@paxmpd wrote:

Hi,

Just joined BT on 3rd Nov 2015 from Karoo (Kingston Communications). I am able to make outgoing calls from the new BT line and internet is working fine. I am unable to receive incoming calls.

 

If I call from my mobile there is a ringing tone but the call is not being received by the BT phone service.

 

Just to confirm - I have followed all BT's trouble shooting guides. There is nothing wrong with my equipment. The issue still exists when connected to the test socket. 

 

An engineer is visiting tomorrow but I believe the problem is that my number has not been ported correctly from my old service providor to BT. Therefore, I believe the engineer will not be able to help.

 

Please can somebody sort this out!!


Hi. Welcome to the forums.

 

If you can make calls, but not receive any - then the issue is with Kingston Comms. They have not altered the software to port your number to BT.

 

The engineer visit will be a total waste of time.

 

Kingston need to be informed to complete the work.

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Distinguished Sage
Distinguished Sage
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Message 5 of 7

Re: Number Portability Fault - Unable to receive calls since transferring to BT

Just to add, calls originating from the BT Network would normally route via an OLO (Other Licenced Operator) interconnect point, where they would be routed onto the OLO network.

 

When you moved to BT, this routing would have needed to be changed so that the calls go to BT Retail. I am not sure who would initiate this change, but I would imagine it would be the receiving Service Provider, but I am sure the order team will be able to sort this out.

 

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MargaretK
Newbie
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Message 6 of 7

Re: Number Portability Fault - Unable to receive calls since transferring to BT

I moved from Sky to BT for broadband and phone on the 26th October 2015. Since then I have been unable to receive calls although I can make calls. My broadband is fine. Calls to the call centre have been frustrating and pointless. They just said there was no fault registering on the line. I had an engineers visit on the 4th November where they said it was a number portability problem and I should phone BT who would be able to sort it. Call Centre didn't know what I was talking about. I was refused when asked I asked if I could speak to a supervisor. I then tried online chat to complaints. They did offer to transfer me to a supervisor who then took charge of the issue. He has phoned me two or three times. On the 13th he phoned to say it would sorted by the 14th. On the 14th he phoned to say he would phone me on the 19th but that he couldn't say it would be sorted by then. On the 19th he left a message on my mobile answer phone to say he would phone me on the 20th and I should wait for his call and not try to contact anyone else about it as he was dealing with it. Where do I go from here?? I have paid my year's line rental upfront but now I just want to cancel and return to Sky. Dealing with BT is the most frustrating company I've ever dealt with!

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Distinguished Guru
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Message 7 of 7

Re: Number Portability Fault - Unable to receive calls since transferring to BT


@MargaretK wrote:

I moved from Sky to BT for broadband and phone on the 26th October 2015. Since then I have been unable to receive calls although I can make calls. My broadband is fine. Calls to the call centre have been frustrating and pointless. They just said there was no fault registering on the line. I had an engineers visit on the 4th November where they said it was a number portability problem and I should phone BT who would be able to sort it. Call Centre didn't know what I was talking about. I was refused when asked I asked if I could speak to a supervisor. I then tried online chat to complaints. They did offer to transfer me to a supervisor who then took charge of the issue. He has phoned me two or three times. On the 13th he phoned to say it would sorted by the 14th. On the 14th he phoned to say he would phone me on the 19th but that he couldn't say it would be sorted by then. On the 19th he left a message on my mobile answer phone to say he would phone me on the 20th and I should wait for his call and not try to contact anyone else about it as he was dealing with it. Where do I go from here?? I have paid my year's line rental upfront but now I just want to cancel and return to Sky. Dealing with BT is the most frustrating company I've ever dealt with!


Hi. Welcome to the forums.

 

Note that this is not always a problem caused by BT, it can be caused by the other end - in this case Sky.

 

Forget what that person said, as they clearly have no idea what they are doing. I would recontact BT faults telling them again that you can't receive incoming calls. I assume you've tried ringing your own line from your mobile. I would assume that your contact has tried to call your BT number.

 

Have you called 17070 - which tells you the number ? Asking for ringback test will fail, as the call will go to Sky!

 

It appears that Sky have not put in the translation to route the calls via the network to your BT exchange. This is actually how number portability works. The call will still end up in Sky's network, but is translated to route to the correct BT exchange.

 

 

The issue is getting someone who understands the system and they would contact Sky to help complete your order. Your order clearly hasn't completed correctly, and Sky would surely know this - unless they haven't been contacted ...

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