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Marc2000
Beginner
243 Views
Message 1 of 5

You switched our phone number without our knowledge and want original number reinstated

On 31st July BT installed Infinity broadband and was assured at the time of placing our order with you that we would be able to keep our original landline number only to find after the installation had been completed that our landline number had in fact been changed.

 

We specifically requested that  our original number be kept as it is linked to critical services and want it reverted back to it's original number immediately.

 

We have spent many hours wasted with phone calls to  your call centre in India who only read from a script, put us through to the wrong departments on many occasions and when finally they put us through to the right department we were told that we would have our original number working by 8pm on 2nd August.  That call took over 1 1/2 hours and needless to say our original number was not reinstated as promised.

 

Getting through to your call centre is a complete joke.  20 minute queues, promised returned calls never happened and when we finally get through, are passed from pillar to post with promises that were never kept.  Never mind the times we were cut off during mid conversation and had to call back!!

 

We also signed up for Infinity broadband only to find we are only getting at tops 10mb instead of 32.  

 

As new customers BT should be bending backwards to sort out these types of problems out.  If we had known about how BT handle their after service beforehand we most certainly would not have signed up with BT and would have stayed with Sky who at least  have a call centre here in the UK and DO sort out problems quickly.

 

In our frustration we have also written to the CEO of BT and will keep posting until this problem is fixed.

 

We want our original number reinstated.  We were promised fromthe start that we could keep our original number and as we were already using a BT landline via Sky this should have been a very smooth switchover.

 

We are extremely disappointed with the service we have received to date and would like a response to this promptly and our origina landline number restored.

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4 REPLIES 4
Distinguished Sage
Distinguished Sage
230 Views
Message 2 of 5

Re: You switched our phone number without our knowledge and want original number reinstated

Welcome to this forum.
This is a customer to customer forum only, where forum members, who are only BT customers, can help each other with BT Retail products and services.

Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.

I will ask a moderator to assist.

 

All I would say, is that if you were with Sky, then unless Sky released the number to BT Retail, it would not be available to them.

Your actual physical line is provided and maintained by Openreach, not BT Retail. Sky were only using an Openreach provided line, not a BT Retail provided one.

 

You may have to wail until Sky release your old number to BT Retail, then BT Retail can re-allocate it to you.

 

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Moderator
Moderator
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Message 3 of 5

Re: You switched our phone number without our knowledge and want original number reinstated

 

Hi Marc2000

 

Sorry to learn of your experience when changing over to BT.

 

I can see in your post that you have raised a case with the CEO. Should you find you require further assistance please feel free to contact us using the contact us link in my profile, you can find this link in the section 'About Me'.

 

Thanks

 

Stuart

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Marc2000
Beginner
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Message 4 of 5

Re: You switched our phone number without our knowledge and want original number reinstated

Well if that's the case then why were we told that we would have our original number reinstated by 8pm on 2nd August!!! It just goes to show how imcompetent the call centres are and what a shambollic system you have in place.

When we first placed our order we were told that we would be keeping our original phone number which is why we agreed to switch over!!
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Distinguished Sage
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Message 5 of 5

Re: You switched our phone number without our knowledge and want original number reinstated

the problem is not one of BT's making they have given you the information they have if your old provider has not released the number back to BT there is nothing you can do
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