Landline number changed overnight

lolliehp

Hi, my elderly mum is with shell/octopus for her landline contract (no broadband). 10 days ago I rang her home phone with no problem but the next day it was ringing but I couldn’t get a reply. I rang her mobile and got her to ring my home number from hers. My caller ID said that her home number had changed. It had the same area code but different number after.

She has been in contact with shell 3 times and no one has understood what she has told them. Twice they have said an engineer will come out and no one has arrived. They also said she will have to pay £72 call out fee and £72 an hour after that. I’ve rang and emailed and they won’t speak to me as I’m not the account holder. Does anyone have any idea as to what may have happened and how do we solve it? Thanks in advance 

iniltous

It could be a ‘simple’ fault , a crossed line , basically somehow her line and the one she has now are swapped, so the other person has the same issue , getting calls intended for someone else , it’s difficult to check this type of fault as both lines will test OK , but does need an engineer to sort out , this isn’t something Openreach charge for ( because it’s not the end users fault ) , but your mother isn’t a customer of Openreach, the Telco is , and it’s upto them what they  do  or don’t do.

You could call your mothers proper number frequently, at different times of the day , and see if someone else answers it , and ask them if they recognise the number your  mother now has , or see if you mother gets any ‘wrong numbers’ , people calling the number she now has ,  and getting your mother instead of the person they were trying to contact, that will indicate a crossed line .

If its  not something like that , then presumably when Shell got rid of their telephone customers to Octopus , for whatever reason they also changed her number to the one she has now , she could call while you are there and pass the phone onto you once they have done their security checks with your mother , or your mother should be able to get you as an authorised person on her  account.

It’s at times like this when the few pounds saved per month become less important than decent and knowledgeable customer service staff , best of luck with it .

Robin9

lolliehp said:

........................... I’ve rang and emailed and they won’t speak to me as I’m not the account holder.............................

Next time you are with your Mum get her to write a letter authorising you to speak on her behalf   ---    while you are at all the utilities and even her doctor .

Edit 

and/or Ask your mum to ring Sell/Octopus while you are there and then transfer the phone to you

lolliehp

I try ringing her original number everyday and no one has answered - yet! Will definitely do the other suggestions. Thanks again 

JSmithy45AD

lolliehp said:

I try ringing her original number everyday and no one has answered - yet! Will definitely do the other suggestions. Thanks again 

As long as you know all the relevant DPA answers who's to know you're not her?