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Forced to change number?

Posts: 5
Registered: ‎24-10-2018

Forced to change number?

I am trying to change my Fibre Broadband service to Plusnet from BT

After no contact from Plusnet after my initial order other than emails confirming you had setup direct debits etc I called your customer service dept.

I’ve been told that I can’t take Plusnet unless I change my phone number my order had stalled until I accept a new number.

My number is apparently owned by TalkTalk business so is unable to move. I have never used TalkTalk for broadband or line rental, I have been with BT Infinity for the last 3 years and on Plusnet ADSL before that.

We have lived in the house since 2013 and I really don’t understand how this has happened. It’s especially annoying as Plusnet have not contacted me about this and its only because I called up after hearing nothing for a week and a half that I know these details now. This was also the 3rd attempt after 2 previous being stuck on hold for over an hour before giving up.

Is this the case and how has it happened?

Community Gaffer
Community Gaffer
Posts: 26,475
Thanks: 10,124
Fixes: 1,587
Registered: ‎21-04-2017

Re: Forced to change number?

Hi there.

Sorry for the message you've received regarding not being able to retain your telephone number. While it's correct that the rangeholder is TalkTalk Business, which means that the number was first made on their network, it'd only go back to them if it was ceased/no longer active, though we'd still be able to request that it's imported to the BT network.

However, in your case, the number is active on the BT network, so I've placed an order now to transfer your services over to us keeping your telephone number the same.

Apologies for the inconvenience caused, I'll make sure feedback is passed on to the agent.

We'll confirm your transfer date within the next 24-72 hours.

If you have any further queries please feel free to let us know.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi