Writing on behalf of my in-laws (both pensioners) who are trying to re-join BT, after Sky Talk accidently cancelled their phone subscription. As a result they have "lost" their original number (a number they have had for 40 years!). Even though Sky reinstated their phone service they cannot retrieve their old number.
Apparently the Service Level Agreement between BSkyB and BT openreach doesn't have any significant "buffer" or "grace period" where BSkyB can work with BT to retrieve the old number.
Anyway, my in-laws want to join BT again with the hope of retrieving their old number - however the customer service rep at BT was most unhelpful, he seemed very keen to sign them up and said that he can definitely put in a request to get their own number back, but towards the end of the call before my father-in-law committed to a new account with BT, the Customer Service Rep, "sorry we cannot give you your old number back"!
Surely when numbers are "ported" between providers or "handed back" to BT they don't just vanish or get immediately reassigned to another customer? So there should be a way to give my in-laws their number back if they re-join BT?
From a business point of view, it is in BT's interest to hand back my in-laws their number as they get a lot of phone calls (so more voice traffic for BT!) and if this number is ever reassigned to some other customer, that customer will surely feel disgruntled, as my in-laws are popular people, and of that generation where their landline is sacred and their number is ingrained in their brains and feels as special as a door number!!
So, please please can someone at BT help me find out what I can do to ensure my in-laws get their old number back???
I am not sure that BT Retail can help, however I have asked a moderator to post on this thread with any comments. It may be the case that you have to order a BT line first, then see if its possible to get the old number back. It will not be re-alllocated to anyone else right away,
Thanks for your post.
Please send me in your details using the "Contact The Mods" link found in my profile and I will be in touch to help.
Hi there JaySam, did you have any Joy in retreiving your old phone land line number for in-laws. I am asking as i have just had the same probelm with sky and I have had my number for over 28 years. Hour and a half last night onto Sky... on with BT today again 4 phone calls later and still no further forward apart from option of taking out new bt line then request renumber but no guarantee of retrieving my old number.