retaining the same landline number after moving from BT

[#1]

Hi

My Plusnet account phone and broadband was activated at my new address today - moved from BT. I understood that the BT number at the NEW address would stay the same. This is what I wanted, but I was sent a new number. I've tried ringing plusnet but lines are very busy. Can anyone advise on what I can do? Many thanks!

[#2]

Hiya @Johknight, thanks for getting in touch and for moving your service with us!

When moving address, there's no guarantee we'd be able to keep the number that's already there as for example, the existing owners could be looking to port that number elsewhere.

 When you requested the house move, did you provide the team with the number and request to keep it?