Keeping my old number/ WHO CAN I COMPLAIN TO?

I am a long term & loyal BT customer--21 years at one address in one part of Harrow Middx & recently moved to another part of Harrow. 
It took ages to get a line`sorted and as we were decorating the new house, we took a new line, new infinity so we can get sky installed when we move and were told by the engineer that taking old number to new house will only require informing operator on 150. 
When we were ready to move and requested new number, we were again told YES it can be done BUT we had to close and cancel the previous account, free up the number AND then request it and it will be done. This then took a week.  
Now we are being told that it cant be BECAUSE each is in a DIFFERENT EXCHANGE--KENTON or PINNER. 
We have been told by engineers that it is possible'as all they do is swich the call to the new number, but operators, based in INDIA tell us that the exchanges don't link to each other. 
Does anyone have any ideas of how we can move forward??
Can anyone suggest where I can complain?? 
 the 150 operator say manager is busy--will call you tomorrow--The manager did call & say exactly the same--but the note on their record will show we have been told it is possible & we were encouaged to cancel previous number to release it for use at new house. 
Thank you in advance for any help

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they cannot deal with service issues that way.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail, when its your turn in the queue.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Similar Messages

  • Re: Keeping my old number/ WHO CAN I COMPLAIN TO?

    Dear Sir
    Please accept this as a formal letter of complaint.
    I joined BT 6 to 8 weeks ago, and since then I have been trying my best to get my Virgin Number  ported from Virgin Media to BT. I have been in contact with BT on numerous occasions, being passed from pillar to post. At the beginning I was told that BT can’t request the number form Virgin, as the number was still active. I was told to cancel the number with Virgin, and once the line is disconnected by Virgin Media (VM), I should contact BT, who will then contact Virgin Media, and have the number ported over. I therefore, in good faith gave VM my 30 day notice, and then last week contacted BT (VOL012-********) and I was told that the port will take place this Monday gone. As this did not happen I contacted BT again (VOL012-********)  and spoke to Krishna who informs me that the number port can’t happen as the number is not with-in BT range (whatever that means). He apologised but I wanted to speak to a Manager. I was told that I will get a call back with-in 4 hours, but no call received.
    Having spoken to OFCOM I am told that the porting should happen, and I have been asked to refer you to OFCOM’s General Condition 18. – Number Portability.
    Please note that I have had this number for 25 years, and I really want to keep this number – *********. Please therefore take urgent steps for this number to be ported from VM to BT. VM have told me that BT have made no request for the number to be ported. Is that true? I am also curious that during one phone call with BT I was told that as the number originally is a BT number, the number will automatically come back to BT, once VM disconnect my phone line. Your comments on this would be very much appreciated.
    Yours sincerely
    Jagjit Bhatia

    Laidlaw wrote:
    I have similar problem but have kept my number but BT have got wrong phone number on my account. When I speak to call centre in India they say I can't have it changed because it's allocated already. I keep telling them of course it is because I have got it. They say they will ring me on a certain day but never do. Then send me a text on my mobile to say sorry we missed you we will ring two days time. I think they are ringing the number on my account instead of my actual original number.
    try live chat 
    live chat
    If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • How to keep your old number with a new iPhone

    I find this confusing.
    I have an iPhone 4 with an AT&T contract.
    I am eligible for an upgrade and have ordered an iPhone 5 from Apple.
    What steps do I have to take to keep my old telephone number on the new iPhone 5?
    I believe this answer from AT&T is nonsense:
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    packaging to the location from which the device was purchased. I show
    that you purchased the device at an Apple store.
    They can also assist you with preordering an iPhone 5. Once they have
    processed your return of the iPhone 4, it should allow them to pre-order
    your iPhone 5.
    Can anyone _please_ tell me how I go about keeping my old number when the new iPhone arrives?
    Many thanks.

    you should never have to return the product once you bought and are under contract.  At no point can they make you return it. 
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  • I have changed my number and have updated it but however they still send my keychain password to my old number. how can i changed that ? i need it ASAP .

    I have changed my number and have updated it but however they still send my keychain password to my old number. how can i changed that ?

    Hello Leela24,
    Welcome to the Apple Support Communities!
    I understand that you have changed your phone number but your iCloud Keychain verification number is still your old phone number. You can edit this phone number in your iCloud settings on your iPhone. Please use the attached article for information on the process.
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    Make sure that the correct phone number is associated with your account:
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  • Keeping my old number?

    Recently changed from BT to another provider (big mistake) They,O2, cancelled my contract and cut off my home phone by mistake! They tell me i cannot have my old number back which i have had for 30+ years. Is this true? Surely they can request a number if they know it exists and not being used by anyone?
    Solved!
    Go to Solution.

    Donnylonny wrote:
    Recently changed from BT to another provider (big mistake) They,O2, cancelled my contract and cut off my home phone by mistake! They tell me i cannot have my old number back which i have had for 30+ years. Is this true? Surely they can request a number if they know it exists and not being used by anyone?
    Sorry, there is nothing anyone can do here, you will have to take the issue up with O2.
    If you transfer to BT, then you are supposed to be able to take you number with you.
    There are some useful help pages here, for BT Broadband customers only, on my personal website.
    BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

  • Hi, i topped up online but it topped up my old number how can i change it over?

    my old number was registered on my account and i topped it up without noticing that it wasnt my new number.how can i swap the top up over to my new number?

    You'll need to phone EE for that.

  • Re: Who can I complain to about a new order being ...

    Ordered on 5/05/2015, online, via a Quidco referral. £160 cashback, £50 SB voucher promised.
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    Phoned BT, told "order being processed, don't worry"
    Original connection date? 15/05/2015
    Requested to keep the existing landline number. Told this was okay, would be switched 24 hours after BB activation.
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    15/05/2015 connection date changed to a new date of 26/05/2015.
    Had to do a completely new order over the phone. New problems now because NOT ONLINE ORDER want us to pay more.....
    We received the "delivery" we were waiting home for - a box that was designed to fit through the letterbox....landed on the doormat. No need to wait home....
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    Broadband was supposed to be reconnected on 27/05/15.
    An engineer called on his mobile to gain access. We had not been told one was attending/required. We were not at home either.
    The job was eventually rebooked for 1/06/15. The engineer arrived at 8.25am, was there for 5 minutes, left for about 25 minutes (cup of tea i dare say) and then returned, and everything was working. Well, everything but the TV.
    The same issues as the OP, paid 1 years line rental up front, via a credit card, paid £36.95 connection and delivery for the fibre/hub. No payments were taken, fortunately. TV package was ordered at the same time too. Its 04/06 now, still no TV.
    Still waiting 9 days after original BB install date, no TV equipment. (It's supposed to be here tomorrow, the 5th June, fingers crossed) 1 month after order (not bad by others stories, but still 3 weeks later than original date.)
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    Wanted to pay 12 MONTHS line rental up front, TOLD BT REPEATEDLY. But you won't sort it out for us.
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    Renumbering? 3 or 4 phone calls to BT. Still not done. 30 second phone call today says it will be done "tomorrow, but after midnight" Thats the days AFTER tomorrow then?
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    Ordered the TV package online as part of the "QUIDCO" deal. No activation fee mentioned. Order confirmation received - no activation for TV package mentioned.
    Latest call to sort TV package, tells me £35.00 activation fee. The guy had no idea what we had already "ordered" - it looks as though you don't actually keep records of what people order at all??
    Original TV package confirmed as "BT Sport Albertz" package. He apparently after working at BT for 20 years, had never heard of this TV package. He denied its existence. Its on my email.
    I only wanted the Netflix (£6.99, two screens) and no additional TV channels. Online, the activation is currently showing £19.00 I cannot remember seeing one, and it hasn't been mentioned. Who knows if it wasn't on special offer the day I ordered? Your offers change constantly. He says he has to put £35, but ask for it to be changed to £19 because it was originally online order. We have not received confirmation of these prices yet.
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    Lost discount because you REFUSED TO SORT OUT LINE RENTAL SAVER. (£33.98 loss)
    If I pay this now, on month 2, I am forced into 13 month contract with yourselves resulting in further losses due to increased costs)
    Potential loss of a)£160 Quidco referall due to fractured ordering. b)Sainsbury Voucher of £50 because offer has changed since original order date.
    Amount of stress - £ priceless.
    Yet to see if TV package arrives and is connected. But because TV package is now running a week behind the contract dates of the broadband, this will mean that if I cancel the BB after 12 months, I will not be able to use the TV package, as it WONT WORK. So, BT have you ensured I suffer further losses?  The phone line was switched over on the 25th May, BB on the 1st June and now TV should be 5th June.  If it arrives/works.  So who is paying for my 13 days over contract that is being enforced by yourselves, since I will be forced to keep the phone to keep the BB (at £10.50 extra) to keep the TV working? And are you, at that time, going to try to make me pay the £13.50 for the BT sport that I don't want?
    What do we do? Because I am sick to death of trying to communicate with people in India. They're lovely, but they really don't understand me when I'm rabbitting down the phone 100 miles per hour because I'm wound up at having to explain the same thing over and over. Why can't we just email you? Or is this a job for the Ombudsman. This is really poor service.

    the ombudsman does not deal with individual complains although they would take a note of your pronlem
    only people that can help here are the forum mods who are BT employees  they will post a contact us link 
    After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email
    If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • Who can I complain to about a new order being canc...

    Please can someone help me before I go totally insane!! On 14th March I placed an order online with BT for Phone & Broadband with free BT Sport and paying the line rental in advance with it due to go live on 30th March.
    Transfer date came and went with no sign of any transfer being carried out - details online said they were working on the problem. Several days later had a message to say that they needed to talk to me with regard to my order, then received an email saying that BT were sorry I had cancelled by order!! Long and short of it after days of talking to people in India trying to sort out my order and being told lie after lie (such as they couldn't transfer phone line from Sky without me getting a cease date from Sky) I was told everything was in hand and someone from Openreach would ring me on Monday 13th April to comfirm they had sorted out the problem (basically unplugging a my line from one socket and plugging it into another). On the Monday I received a garbled message from someone in India saying that they needed to talk to me about my order and would ring again Wednesday. On the Wednesday morning I got another garbled message saying that as they had tried repeatedly to speak to me on the phone and hadn't been able to they had now cancelled my order!!! i then phoned and was told my order had got stuck in the system and they needed me to place my order again and this would sort everything out.
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    I did this but since then I have been getting threatening emails requesting I send back my Hub and Dongle as I had cancelled my order - no I need it, and I didn't cancel my order you did!!! Then today I got a final bill (as I was leaving) for £172.29 which was for line rental saver (£169.90) from 30th March and BT Sport (£25.81) 14 March - 10 May (money due to be taken out of my account on or before 25th April). How can I be charged for a service that I haven't even been connected to!
    Surely they can see what is happening on the account see that there was a problem there end and that I didn't want my account cancelled etc - after all the notes that the call centre people in India supposedly made on my account!!!
    I tried to speak to BT this evening but after 25 minutes of listening to stupid music I gave up. My phone line and broadband are supposed to transfer over to BT on 29th April but I am not holding my breath on this!!
    Please can someone help me with who is the best person to talk to before I go totally mad because if I have to talk to anyone else in India who uses the standard customer service script and tells me that they understand my frustration one more time I will definitely go insane!!!!
    Thanks in advance
    Liz
    Solved!
    Go to Solution.

    I have asked a moderator to provide assistance, they will post an invite on this thread.
    They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
    Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
    Please do not send them a personal message, as they cannot deal with service issues that way.
    For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
    They will respond either by phone or e-mail, when its your turn in the queue.
    Please use the tracked e-mail, to reply, not via the forum. Thanks
    This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
    When you submit the form, you will receive an enquiry number, so please keep a note of it
    There are some useful help pages here, for BT Broadband customers only, on my personal website.
    BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

  • Keeping your old number

    hi therehow long does it take the number you are keeping to activate on your new sim after an up grade from orange to ee

    Hi ,
    This can take up to 72 hours to transfer to the new SIM.
    To make sure this completes keep switching off the EE phone.
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  • Who can I complain to at Apple about their carrier AT&T?

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  • Terrible Customer Service - who can I complain to?

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    Welcome to the community forum and thanks for your post!
    Sorry that your BT Infinity service couldn't be installed due to a capacity issue in the cabinet and that you only found out on the day of activation.
    You can get in touch with us and we'll check what's causing the hold up getting ADSL enabled on your line as a temporary measure until the capacity issue is sorted out.  Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.
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    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

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