Options to get my telephone number back - Cut of by BT

bestyman

I have a telephone line with BT call sign. This has worked fine for 10 years. Both numbers on the line are used for work as I am self employed.

Around a month ago I put in an order for BT broadband and then cancelled it. BT made a mistake and cancelled my call sign number too. After a few weeks call sign was reconnected but with a new number. I have asked BT for my old call sign number back, but they say this is impossible as they are allocated at random.

BT did say that if I had a new line installed I could choose my number and get my number back this way, but they are not prepared to help me with the cost.

I have escalated this to a complaint, but getting nowhere.

I am considering getting the line installed and paying line rental for a year then issuing for the cost?

Any other options?

Thanks

Buzby

If by issuing, you mean suing - you can't. The number doesn't belong to you (or BT for that matter). The number was lost through no fault of yours (although if you hadn't ordered and then cancelled BB this might not have happened).

Call Sign (I heard) was being discontinued as a product although anyone who has it can still keep it. Even if you take a new line, there is no guarantee you will be allocated the old number even if you request it explicitly. This makes the investment speculative at best. Your hope at recovering the additional cost via the courts may be futile, especially if you didn't even get the number you wanted.

In your situation, I would check the number is still available for allocation (is it NU/invalid number when dialled?). If it is you still have a chance, so quickly WRITE to BT's Executive Office, outlining what went wrong and what who'll make it right. Send it by Recorded Delivery, and keep your fingers crossed!

bestyman

Thanks Buzby,

The man at the complaints department is discussing the case with his legal department to see if I have a case. He said that if they say they will loose when it goes to court he will sort my line out, otherwise tough luck. Morals and the rights and wrongs don`t come into it.

I will take your advice and also write in. The line is still available I think as you get 3 bleeps when you dial it.

You say that the number does not belong to anyone. Do you think NTL or Sky may be able to reconnect me? I'm due a free line ( or something?) from Sky anyhow as I am an O2 BB customer.

money_saving_matt

BT Retail are correct in that call sign numbers are allocated at random, but this doesn't mean that they can't get your old call sign number back.

All they have to do is place an order to remove call sign, then once this is complete place an order to add it back again. Once the order is in flight they can contact the Openreach SMC and ask them to locate the order and change the call sign number on their CSS system. When the order completes you'll have your old call sign number back.

I know this process works as I've seen it used in at least 50 times, as the call sign CLI is often lost by Openreach and quite often the EU understandably wants it back.

Buzby

CallSign is not supposedly available for reprovision - so this will not work unless the restriction can be bypassed.

As for other suppliers reconnecting you - a nice idea, but no. The reason is because each network purchases its own number ranges from OFCOM and these are done in 1000 number blocks.

Any spare number that has been previously ported to another network will always be handed back to its owner when ceased - so if it was BT number originally, no other network will be able to access it, even if free.

money_saving_matt

The call sign feature is definitely available and can be added to a customer's line as part of a WLR new provide, transfer, change of address or just as a simple modify order on an existing line.

I suspect the solution they are offering you RE the new line is so they can provision the line using their old BT Retail Classic system which gives them more control over the order (including the call sign CLI).

I would continue to chase about this one as I am sure they'll be able to get your call sign CLI back via the process I outlined, as I've seen it happen many many times.

Buzby

CallSign CLI? What product is this?

As this was a distinctive ring service (a 'virtual' line if you like) there was no CLI for the virtual number, dialling out presented the actual line number only - and a non-Standard option (rarely offered) for a Presentation Number showing the virtual line was the exception rather than the rule.

bestyman

I have contacted BT again and will keep fingers crossed.

Many Thanks

Buzby

Good luck! Keep us all posted!

bestyman

Me again,
Well still no luck. I explained Matts idea to them and they tried for about a month then said it was impossible.
We were at deadlock and about to go to the ombudsman when BT phoned and said that they were going to try another way to get it back.
Matt, if you are reading this, how do I spell it out to them what to do?
Thanks

money_saving_matt

The process that BT Retail need to follow is:

1. Place a modify order to remove the call sign feature from your line (if it is currently active), and wait for the order to complete
2. Place a modify order to add the call sign feature, and specify a required-by date of a few days time (the minimum lead time is same-day, but this won't give them enough time to carry out step 3)
3. Once the order has reached KCI2 committed (which should happen within the hour), they need to contact the Openreach PSTN fulfilment SMC and ask them to find the order on CSS and amend the call sign number to your desired number
4. Once the order completes, you should have your old call sign number back