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Keeping my BT number

Posts: 1
Registered: ‎10-09-2018

Keeping my BT number


We have set up to transfer to Plusnet from BT (phone line and broadband), we asked to keep our BT number. An email from Plusnet stated a date for transfer and gave us a new number. I emailed Plusnet support and NO answer has been received. To day is the date we transferred and we still have a number we didn't want, we did state we wanted to keep/transfer our BT number.

We are disappointed with Plusnet service and support and still waiting for broadband to be connected.


Is there any real support at Plusnet? Are you really happy to help as your advert states on the TV?

What do we have to do to keep our old BT number?

Posts: 13,652
Thanks: 4,886
Fixes: 356
Registered: ‎30-07-2007

Re: Keeping my BT number

I emailed Plusnet support and NO answer has been received

@susanmcleod PlusNet don't use an email address for support I'm afraid. You will need to call in to Customer support (0800 432 0200) to query/correct the retaining your phone number. Moving from BT, there should be no reason why you couldn't retain the number

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,149
Fixes: 77
Registered: ‎06-08-2018

Re: Keeping my BT number

Hi @susanmcleod,


Firstly welcome to the forums and apologies you're not happy with the service you've received. 


I've checked your orders and account to find out what has happened here. I'm not sure why you were assigned a random number during the transfer, but it looks like our automated system couldn't assign it to the job when it was placed so just auto assigned a number which is the base cause of the problem, I'm really sorry about that. That said it looks like this is already in the process of being resolved for you and your original number is due to be back with you by tomorrow.


Also your broadband has also completed now, there's always a delay in the broadband order completing as it requires the line order to close down with Openreach first. We did advise advised completion of both services for 10th September and from what I can see this has been achieved. 


Also as @MisterW has advised we don't have an email address for support, so I can only assume you've replied to one of the automated emails you've received. It does state not to reply to those emails as your reply would go to an email inbox that is not monitored but you can always give us a call if it's urgent, come to us in the forums if it can wait a little while before receiving a reply, or raise a ticket on your account. 


So I'm very sorry for the issues you've had and any confusion caused by the processes, but by tomorrow everything should be as you would expect with your original number being back with you (as it should have been in the first place). 


Hope the info helps, let me know if you need anything further.