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BT won't give me the phone number I requested
DragonQ
Posts: 2,198 Forumite
in Phones & TV
(WARNING: long post)
Two weeks ago I moved my existing BT phone and broadband to a new address which previously had Sky phone and broadband. Before doing this I enquired about keeping the property's existing phone number, since my partner needed to keep her number but we preferred to use my broadband package. I was told that once the Sky account was closed, the phone number would be released to Openreach and I could request it. I was advised to call BT the day after my phone and broadband were activated to request the number. Since then here is what has happened:
14th May:
- I called to request the new number as advised. I was told it would take up to 5 working days. I asked why, since I was led to believe it would take 24 hours when I first enquired about doing this. I was told that BT had to wait for Sky to release the number, which would take up to 5 working days.
22nd May:
- After 6 working days, the number had not changed, so I called to find out why. I was told that Sky had not released the number at the time so there was a delay in obtaining it. I was then told that the number was now available on the system and the advisor put through a request for it. I was told it would take 24 working hours.
26th May:
- I received an email stating that my phone number had been changed. However, it was changed to a random number rather than the one I requested. I called BT again and was told again that an agent was dealing with my order and that they would call me later in the day. I gave both an office number and mobile number, plus the times of day I could answer each.
- Not believing that I'd be called back, I went on the web chat and was again told that the phone number I wanted was in "BT's directory". This advisor put through another request for it and told me it would take 24 working hours.
- I had a missed call on my mobile number at roughly 17:15. I had specifically said I could not answer my mobile before 18:00. I had a voicemail message saying I'd be called back again on 28th May.
27th May:
- Once again, I received an email confirming my number had been changed but to a random number rather than the one I requested. I called once again and the advisor I spoke to called Openreach to find out what was happening. They told me that Openreach said the phone number hadn't been released by Sky, and advised me to contact Sky to investigate.
- I called Sky who told me that they had released the number as soon as the old account was cancelled, on 13th May. They had no idea why BT or Openreach were having trouble obtaining the number.
- I called BT again to relay the information Sky had given me. The advisor spoke to Openreach again and this time told me that the phone number no longer existed at all, and thus I could not request it. I asked how this made any sense and they could not answer. I asked if this meant the number could not be used again "ever, by anyone", and was told "that is correct". This is obviously nonsense. I asked to speak to a manager, who I was told would call back by 11:30. I was later told they'd call back by 12:00.
- I received a call from the manager at 12:45 who explained that what I was asking was impossible because the new account at the property (mine) was in a different name to the account that the old number was under (the old Sky account). They said that even with the permission of the bill payer of the old Sky account, I could not get the number since by now it would have been "ceased".
All I want is the phone number I have requested (numerous times now), which is not being used by anyone. When I was initially enquiring about this, I told it was easy to do. I'm now being told that it cannot be done. Was this a deception to prevent me from closing my account and simply taking over the Sky phone and broadband? I was never told about this supposed rule about not being able to transfer a number to a different name until at least a month later (on 27th May).
Basically I'm looking for someone (i.e. MSE forum rep) to handle this directly as I'm fed up with speaking to different people every time I call and being told something different. On top of that, it's sometimes really hard to make those working in the Indian call centre understand what I'm saying.
Two weeks ago I moved my existing BT phone and broadband to a new address which previously had Sky phone and broadband. Before doing this I enquired about keeping the property's existing phone number, since my partner needed to keep her number but we preferred to use my broadband package. I was told that once the Sky account was closed, the phone number would be released to Openreach and I could request it. I was advised to call BT the day after my phone and broadband were activated to request the number. Since then here is what has happened:
14th May:
- I called to request the new number as advised. I was told it would take up to 5 working days. I asked why, since I was led to believe it would take 24 hours when I first enquired about doing this. I was told that BT had to wait for Sky to release the number, which would take up to 5 working days.
22nd May:
- After 6 working days, the number had not changed, so I called to find out why. I was told that Sky had not released the number at the time so there was a delay in obtaining it. I was then told that the number was now available on the system and the advisor put through a request for it. I was told it would take 24 working hours.
26th May:
- I received an email stating that my phone number had been changed. However, it was changed to a random number rather than the one I requested. I called BT again and was told again that an agent was dealing with my order and that they would call me later in the day. I gave both an office number and mobile number, plus the times of day I could answer each.
- Not believing that I'd be called back, I went on the web chat and was again told that the phone number I wanted was in "BT's directory". This advisor put through another request for it and told me it would take 24 working hours.
- I had a missed call on my mobile number at roughly 17:15. I had specifically said I could not answer my mobile before 18:00. I had a voicemail message saying I'd be called back again on 28th May.
27th May:
- Once again, I received an email confirming my number had been changed but to a random number rather than the one I requested. I called once again and the advisor I spoke to called Openreach to find out what was happening. They told me that Openreach said the phone number hadn't been released by Sky, and advised me to contact Sky to investigate.
- I called Sky who told me that they had released the number as soon as the old account was cancelled, on 13th May. They had no idea why BT or Openreach were having trouble obtaining the number.
- I called BT again to relay the information Sky had given me. The advisor spoke to Openreach again and this time told me that the phone number no longer existed at all, and thus I could not request it. I asked how this made any sense and they could not answer. I asked if this meant the number could not be used again "ever, by anyone", and was told "that is correct". This is obviously nonsense. I asked to speak to a manager, who I was told would call back by 11:30. I was later told they'd call back by 12:00.
- I received a call from the manager at 12:45 who explained that what I was asking was impossible because the new account at the property (mine) was in a different name to the account that the old number was under (the old Sky account). They said that even with the permission of the bill payer of the old Sky account, I could not get the number since by now it would have been "ceased".
All I want is the phone number I have requested (numerous times now), which is not being used by anyone. When I was initially enquiring about this, I told it was easy to do. I'm now being told that it cannot be done. Was this a deception to prevent me from closing my account and simply taking over the Sky phone and broadband? I was never told about this supposed rule about not being able to transfer a number to a different name until at least a month later (on 27th May).
Basically I'm looking for someone (i.e. MSE forum rep) to handle this directly as I'm fed up with speaking to different people every time I call and being told something different. On top of that, it's sometimes really hard to make those working in the Indian call centre understand what I'm saying.
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Comments
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Wanting to keep your landline number seamlessly across property moves is so much simpler with VOIP than with POTS as the number is linked to an account rather than a physical property.0
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The MSE Forums are open advisory forums. There are no reps at MSE who can handle your claim directly, only YOU can do that. All we can do is offer you advice.Basically I'm looking for someone (i.e. MSE forum rep) to handle this directly as I'm fed up with speaking to different people every time I call and being told something different. On top of that, it's sometimes really hard to make those working in the Indian call centre understand what I'm saying.:A:dance:1+1+1=1:dance::A
"Marleyboy you are a legend!"
MarleyBoy "You are the Greatest"
Marleyboy You Are A Legend!
Marleyboy speaks sense
marleyboy (total legend)
Marleyboy - You are, indeed, a legend.0 -
There is a BT rep that may stumble across your thread.Censorship Reigns Supreme in Troll City...0
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If I understand correctly, when you say you are moving into a 'new' property, does your partner already live there?
Otherwise how do you know what the number is at the new property that you want?
In any case, if the number is a Sky number (that is, the line was LLU), then it will not be going to Openreach, and it will not be possible to obtain the number in your name as only the subscriber to that service can request number portability.
You can check on https://www.telecom-tariffs.co.uk/codelook.htm who the 'range holder' of the number is. If it's BT then they should be able to allocate the requested number.
I think what you should have done was to cancel the BT service at the old address and then migrate the Sky service to a new BT service, as then the number would have ported as part of the switching process.
Do correct me if I have misunderstood the situation though.0 -
Correct.If I understand correctly, when you say you are moving into a 'new' property, does your partner already live there?
Otherwise how do you know what the number is at the new property that you want?
That is not what BT or Sky have told me. Both said the number would be released to Openreach the day after the line was switched to BT.In any case, if the number is a Sky number (that is, the line was LLU), then it will not be going to Openreach, and it will not be possible to obtain the number in your name as only the subscriber to that service can request number portability.
Also, I do actually have a Sky account, although it is for TV only. My partner's Sky account still exists on their system but is closed/inactive.
Useful website, thanks. It says the operator is "Sky Talk".You can check on https://www.telecom-tariffs.co.uk/codelook.htm who the 'range holder' of the number is. If it's BT then they should be able to allocate the requested number.
This wasn't an option because I was in a contract with BT.I think what you should have done was to cancel the BT service at the old address and then migrate the Sky service to a new BT service, as then the number would have ported as part of the switching process.
In fact, this entire solution was devised as a result of me talking to BT to come up with a solution whereby I'd stay in my contract but also retain the existing Sky number. They were the ones that suggested I just port my number and then ask for the property's previous number immediately afterwards. No issues with different names or different providers were flagged at the time, and I made it clear that BT was not the existing phone provider. Hence, I am angry that I'm now being told I can't have the number (well, sometimes I'm told that...other times I'm told everything is fine but then I don't get the number I want).
Hopefully.forgotmyname wrote: »There is a BT rep that may stumble across your thread.0 -
Correct.
That is not what BT or Sky have told me. Both said the number would be released to Openreach the day after the line was switched to BT.In fact, this entire solution was devised as a result of me talking to BT to come up with a solution whereby I'd stay in my contract but also retain the existing Sky number. They were the ones that suggested I just port my number and then ask for the property's previous number immediately afterwards. No issues with different names or different providers were flagged at the time, and I made it clear that BT was not the existing phone provider. Hence, I am angry that I'm now being told I can't have the number (well, sometimes I'm told that...other times I'm told everything is fine but then I don't get the number I want).
It appears the agents you have spoken with have not quite understood the scenario and have given you incorrect advice.
The process you were advised to follow would be correct if you were an existing Sky customer and then migrating service to BT.
But as it currently stands, the Sky account is ceased and the number will go back to Sky's pool of available numbers for Sky customers (it doesn't go to Openreach as it's not their number).
You could raise a complaint explaining the situation and what you would like to happen, hopefully someone with a clue will handle your case.
Or if you are happy to port the number to a VoIP provider you may still have a chance at this before the number is marked as unallocated and available to new Sky customers.0 -
Dunno if the OP posted this problem before, on here, or another forum, or someone else had an identical problem in the recent past, but the answer was the same, you cannot port a Sky number to BT (or vice versa) unless the account holder and address remain the same, as already stated , cancel a Sky number and it stays with the number range holder (Sky) and only Sky can use that number , if the number is re- allocated by Sky , it could them be potentially be ported to another compatible service provider, provided the address and name of the account stayed the same, but a service provider cannot allocate a number from a number range they do not 'own' they can only import it, and to import it the range holder must have the number 'in use' , it's odd that the OP was told the same incorrect info by both Sky and BT,0
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Could I port it to VOIP and then to BT?
This may fall out of BT Residential 'Business As Usual' processes, so I wouldn't recommend it.
If this number is to be used for a business, you can port to a VoIP provider and then forward the calls to your current landline. Forwarding costs are incredibly low.
This of course assumes that it is not too late to grab the number.0 -
It looks like I may have a specific person dealing with my complaint now, which is something. I have no way to communicate with them other than via email though and, so far, the only response I've gotten is "sorry it's not possible", which is simply not good enough.0
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