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Newbie
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Message 1 of 6

Telephone number not ported when moving to BT

Moved telephone and broadband to BT from TalkTalk in July 2019 - having been assured we could port our business number. Received electronic message in July from BT to say that the number transfer had occured and was complete. My husband was very seriously ill, (in fact the ambulance staff were carrying him out of the house when the BT man was fitting the new braodband) so it wasn't til he was discharged and starting recovery that we were checked and noted that TalkTalk were still billing us. Even though we had been messaged by BT to say the number transfer had been completed, we decided to double check and phoned BT in early November. They assured us that the transfer had been completed. We then asked TalkTalk to stop billing us assuming they were at fault. On Dec 7th 2019 our number was no longer available and the cloud phone supplied by BT had a new number. We contacted TalkTalk who said they had never been asked to transfer the number by BT.  On Dec 9th we contacted BT who then said that we had not requested the number to be transfered - despite the fact we have a print out to say it had been done and we additionally sought telephone confirmation. Over the past month we have attempted to get TalkTalk to reinstate the number - we have even offered to take out a contract with them again as well as having the BT one. TalkTalk refused and have not responded to recent emails including when we went via Resolver. Simultaneouly we raised a complaint with BT and over the past month and have just been given a run around e.g. we have been told on four occasions that the BT dept we have contacted - as directed by other BT staff - is the wrong dept; our complaint was closed by BT without resolution; we raised another electronically which has not been addressed etc. We finally yesterday got through to a really helpful BT technician who spent considerable time going through the process to port the number. On his advice we emailed TalkTalk to say that the request was on its way from BT to transfer our number. Today we had a message from BT to say the number could not be ported due to the fact its disconnected. 

We have been very patient and polite but between the 2 companies we are getting nowhere - has anyone any idea how we can recover our business number of over 20 years.

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Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: Telephone number not ported when moving to BT

@EC1 

Welcome to the BT Residential Customers forum

 

As  you are a business user, please could you post on the BT Business forum at http://business.forums.bt.com/

This forum cannot help with businesses.

Thanks

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Newbie
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Message 3 of 6

Re: Telephone number not ported when moving to BT

Thanks Keith
Its actual our home number too but I'll try reposting
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Distinguished Sage
Distinguished Sage
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Message 4 of 6

Re: Telephone number not ported when moving to BT


@EC1 wrote:
Thanks Keith
Its actual our home number too but I'll try reposting

You are not allowed to run a business on a residential line, even if its your home number, its against the T&Cs.

Your best option would be to speak to BT Business.

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Distinguished Sage
Distinguished Sage
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Message 5 of 6

Re: Telephone number not ported when moving to BT


@EC1 wrote:

M On Dec 7th 2019 our number was no longer available and the cloud phone supplied by BT had a new number.


Your mention of a Cloud Phone number, would indicate that in fact you are a BT Business Customer and not a residential one.

https://business.bt.com/products/business-phone-systems/voip/cloud-phone/

https://support.btcloudphone.bt.com/SupportPortalContact?pageid=contact

If you have paperwork relating to your business, which shows your BT Cloud Phone number, then personally, I cannot see why BT Business cannot re-provide it over your new broadband connection, but I would expect that it would need to be a business broadband connection.

Porting issues normally happen when people try to port a physical number which exists on the local BT exchange, as they are unique to each exchange.

My advice to anyone who has a phone number which they must keep, is to stay with whichever provider originally issued the number, and if its BT Retail, then make sure they do not move to an address which is outside of that same local exchange area.

Alternatively, use a mobile number, or one from an established VOIP provider.

Its going to a long time before full number portability is available on physical phone lines.

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Newbie
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Message 6 of 6

Re: Telephone number not ported when moving to BT

Thanks for your responses.

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