Phone & Broadband change over from John Lewis (Plusnet is there provider)

[#1]

We are new customers broadband and Phone. Change over was today and all seem to be well until we discovered Plusnet has given us a new number becuase our old number was still in use!!!!!!!!!!!. They never emailed us about this nut had it on an open Q when I logged in!

I thought Plusnet made the complete change over with this

Was I wrong?

Arewe supposed to cancel old phone ourselves and say we want to keep number as well?

Any advice ?

Ta

[#2]

Hi @finlay1972 sorry to hear that your line has been provided with a new number. When you signed up you should have been asked to confirm whether you wished to retain your old number, so I apologise if you were not given this option or if we have failed to meet your requests. I have now placed an order to renumber your line to your previous number, this usually takes 24 hours. You can view my full update on your account here

If you have any questions in the meantime please do not hesitate to let me know.