BT Number change problems

mi55pink

I am looking for advice on behalf of someone else.

They have a BT landline and were paying for calls via another provider (not sure who, talk talk or someone similar). They asked BT to change their phone number and BT have put them on a higher tariff along with the number change. This was without their knowledge and they are now being charged for their calls through BT (at a much higher price).

They have since spoken to BT who have changed their tariff to a lower one but carried on charging them at the higher rate for some time after this contact and are refusing to reimburse them the much higher amount they have been billed, even though they never agreed to the different tariff.

I hope this all makes sense and would appreciate if anyone can advise on what they can do and any phone numbers for BT that are not the standard call centre number (where they are getting nowhere so far).

Thanks

Mark_In_Hampshire

If their line rental was with Talk Talk (or anyone other than BT) then it is that provider who should have been responsible for the change of number, not BT.

So one possibility is that they contacted BT and what they actually have is a new BT account with a new number - line rental is back with BT as are the calls on the new number (not really a change of number as such)

If on the other hand line rental was with BT and still is, and they were using a prefix number to route calls elsewhere then they have not been using that hence the calls are being billed by BT.

syko29793

changing your phone number cancels any cps/wholesale call products on the line so the calls would go back to BT when the number changes and you would then have to contact the previous call provider to take the calls back.