Switching to BT

[Joulesportsmouth]

I have arranged a switch from Shell energy to BT digital voice landline only package for elderly, disabled mother.  This is due to happen in 2 weeks time.  Couple of days ago her telephone number has mysteriously changed. Her original number does not say invalid but appears to ring to the caller. If she rings out it shows as a different number. She has had no notification that this was going to happen . I am concerned that the switch is not going to happen on the day. I am not sure if the problem is with Shell or BT. Can anyone help please?

[jac_95]

Hi Joulesportsmouth,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

[Keith_Beddoe]

@Joulesportsmouth 

Welcome to this user forum for BT Retail phone and broadband customers.

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Did you ask to keep the same number?

When moving to Digital Voice, initially a new number would need to be issued. Once the service is active, then, when possible, the original number will be ported over.

Has she received any equipment from BT?

[Joulesportsmouth]

The confirmation email stated her original number would transfer and that we would be notified if this wasnt going to be the case. She hasnt received the Hub yet- due by 17th. 

[Keith_Beddoe]

I would not have expected a number change now, so perhaps its an issue with Shell Energy, or there is a crossed line.

[Joulesportsmouth]

Thank you Keith- would have been nice to have been notified of this when I signed her up. Caused a lot of distress when people have been unable to contact her , possibly including medical professionals.

[Joulesportsmouth]

It did seem very strange to me. I'll try & get answers from Shell. Many thanks for your help.