Problem transfering my old BT landline number from Sky

[#1]

Hoping someone can help. 

I've had the same BT landline number for decades, and I keep transferring my telephone and broadband service to get the best prices. After transferring my number to Sky just over 18 months ago, I decided to transfer again and ended up with Plusnet unlimited fibre extra and telephone line. I had previously tried to transfer to Now Broadband, but cancelled the order because they were unable to fulfil it without starting a new order, due to a problem transferring my number from Sky. From what I have read, there should be no problem, but Now Broadband couldn't be bothered to do the necessary work.

I really need to keep my number, but the online order gave an error message when I ticked the box for that. So, given what happened with Now Broadband, I completed the order without requesting to keep my number, and them immediately phoned Plusnet customer service to explain the issue and ask that my number is retained.

I was told this was a SOGEA transfer and that there wouldn't be a problem - all that would happen is I'd receive a temporary number when my existing line was reactivated, and then I should phone to ask for a renumber to my old number.

I then phoned Plusnet customer service again, shortly after my service was activated, only to be told there would be a charge. After I explained the circumstances and what had been agreed on the day I signed up, I was asked to wait up to a week so they could check the recording of my call with them just after signing up.

I've now received a reply stating "We have got the call listened to and the number is a voip number, this means you can make calls over the internet, It does get very hard for us to renumber as it is not on the BT line. Sorry for any inconvenience caused."

I know Sky was using VOIP. But my telephone number was not originally a VOIP number, it was a normal number on the BT exchange that I'm still connected to, so surely the number must have gone back into the pool, available on the BT exchange again, and it must be possible to retrieve the number unless it has already been allocated to someone else?

It just sounds like plusnet can't be bothered to do the work they agreed to do when I first signed up. If they had told me there was a problem, I could have taken other steps.  Clearly I'm not happy if I'm going to lose my number with all the problems that entails. 

How can I get this fixed so I can keep my phone number?  I shouldn't have to pay, but I'd be willing to do so if necessary.

[#2 · Accepted solution]

Hi there, 

I'm really sorry about the difficulties with this, I need to apologise about you being misadvised too as we can indeed port a number from a VOIP provider to a landline with us provided as you say that the number originated from a BT exchange. 

I've marked a complaint on your account and have taken ownership, I've ported the number over and have placed a separate order to apply it with your line so I'll be in touch later to confirm the progress and when that should go through and don't worry there'll be no charges for this, not that there should be!

The other job I need to do for you is to pass on some feedback for the advisor who gave the wrong information so I'll make sure that gets over to their line manager. 

[#3]

Thank you very much, I really do appreciate your help. Let me know if you want anything else from me. 

I guess there might be learning points for people who advised me before, but I'm aware much of this is complex and it depends on quality of training and time allowed for people to learn.

What I'm saying is that I don't want to get people in trouble, when in reality it is probably not their fault.  Everyone I have talked to so far really did seem to be trying their best to help, and other than the fact my issue hadn't been resolved, my contacts with Plusnet customer service have been a positive experience overall.

I'll just be so glad to get this fixed - so once again  thank you very much.

[#4]

No problem and don't worry that's our aim too, I'd not expect to get in "hot water" over something like this but it definitely needs addressing so the agent knows how to advise correctly on such things. Just to let you know the order I placed for the renumber has been rejected, however I've emailed a specialist number port team at Openreach that should be able to help me sort this out so I'll let you know when a response comes through. 

[#5]

Hi there, just a quick update to say that the number port is now complete and should be working for you.

[#6]

Thank you very much. I did receive couple of calls, but there was no sound so I ended the calls.

My original number is now working thanks.

[#7]

No problem, cheers for your patience and thanks for confirming that's now been resolved.