My phone number has been given to someone else

Hi having a big problem with this!
Two weeks ago we stopped being able to recieve incoming calls, it would just ring and ring but still had a dial tone and could call out. We tested with a different phone, checked that our number showed when making outgoing calls. Phoned up BT and an engineer came out and said he got everything working and left. Tried to call our number, still just rang and rang. Called up BT again and they then sent another engineer out as no notes had been left. During the time between engineers everytime we tried to call our number it now stopped ringing and would just get the wrong number dialed beeps. Second guy turns up and asks if we are definatly with BT, bit odd I thought - he said if you call that number a guy answers who is with Virgin and has had the number for two days. Sure enough I rang our number and some block answered. I make a call off our line and sure enough I can still call out from the same number. I am now stuck on what to do - I have called the helpline number several times, each time I get told there are no notes on the system, no notes left by the engineers, every time I have to explain my story and have promises of calls back. Everytime I get asked would you like a new number as it would be easier - no I don't want a new number I want my number! Is there a number I can call to actually get some help? Also how the heck did Virgin manage to use my number?

Hi Mentalmike,
Thanks for the post and welcome to the forum. I am sorry to hear of the problems you are facing at the minute. I can help.
First things first I will need your account details. Please drop me an email via the 'Contact Us' link in my profile. (click on my name and you will find the link under the "about me" section). Include your BT account details and the link to this thread.
Cheers
Sean
BTCare Community Manager
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 :-)

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My phione number has been allocated to someone els...

Well - yesterday I got a call from my sister in law saying she had phoned my home number and had been connected to a lady who said this was now her number.
I spoke to the lady in question and she stated that she had converetd from Talk Talk to BT yesterday for broadband and telephone.
I have had MY line for 10 years so can't understand why it has been 'given away' by BT.
Note that my broadband is still intact as is my broadband talk number.
Anyway I rang the helpdesk and exlplained the situation. The call centre agent is convinced that this is a 'crossed line' and has allocated the job to openreach for 8/10/10 !!! I am pretty sure that this is simply a case of mis-allocation in the exchange and am worried that the openreach engineer is a line engineer who is going to start looking for bad joints/misconnections and then when he realises there isnt one will pass nit back as not faulty and we will have to start the whole process again and I will be off the air for weeks! (months).
I have contacted them again but they insist I will need to wait for the Openreach engineer.
Anyone got any ideas how I might be able to get someone at BT to listen to my pleas .
Banz
Solved!
Go to Solution.

You are probably in for a long fight. I took out a contract with BT and a phone line was promised for the 9th August. No line materialised and every complaint to BT went nowhere. Eventually on 6th Sept, having received a bill for call on "my" number" I phoned that number and found it had been connected to another flat in the building. To cut a very long story short, it still took until 21st Sept to get the line connected and I have only just finished arguing about call charges and compensation (one BT person phoned me and told me that since they had generously waived all call charges, why did I think I was entitled to a further refund of line rental?). The flat my line was wrongly connected to (who have a contract with Sky) are still waiting reconnection because BT are blocking their line and refusing to allow Sky to reconnect (and there is more saga to that story too.....)
My advice -
1. Keep a record of name and time you speak to anyone and all other correspondence
2. Chase everything - don't assume that someone promising to help on this forum will do so.
3 Copy all emails to [email protected], [email protected], and [email protected]
4. Be very clear with BT that you intend taking this matter to mediation (the mediator for BT is OTELO) if it is not resolved to your satisfaction. You can do this if the matter is not resolved within 8 weeks
5. When the matter is resolved insist on refunds of all charges during the period and reasonable compensation. I set this at line rental + all package costs x period of disruption. Be clear that rebates and refunds are not the same as compensation. It took some arguing but in the end BT offered me around £65. A pittance compared to my actual costs in sorting this matter, but asking for all costs would have prolonged the issue and you run the risk that if you do have to take the matter to mediation OTELO may think you were unreasonable.
6. Mark correspondence "without prejudice" when you negotiate for compensation - that way you can use it to show OTELO you were being reasonable but BT cant limit your claim at a later stage to that amount.
Good luck.

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You are not addressing Apple here. Ranting here is not what this forum is for.
Do it here http://www.apple.com/feedback

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I would really appreciate some advice.
My mother’s phone number suddenly changed a few days ago. BT says it will take weeks to get it changed back, and tell her that she has to reapply as a new customer and set up a new direct debit agreement. She’s been in the same house with the same number for almost 50 years, a BT customer since BT was invented, and there’s no reason for this to have happened.
When she first noticed the problem (people couldn’t contact her as her number was ‘not recognised’, but she could still phone out) she contacted BT and was told that her old number would be reconnected the next day (on 8th Sept) but that didn’t happen. Luckily she had the presence of mind to ask BT what number she appeared to be phoning from, to find out what her 'new' number is.
Today she’s been on the phone to BT for hours (mostly on hold, being cut off, etc). Now she's being told that she cancelled her contract, which is not the case (and in any case, why does she have this new number, and why was she told something quite different when she first called?).
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Hi Folks,
I have a site who is in Rio, Brazil whos cell phones has been changed from 8 digit to 9 digit. In order for me to comply I need to update the dial peer/plan for CME 8.6 . Anyone who can give advice or instructions is appreciated.
e.g
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here you go..
voice class custom-cptone BR-Anatel
dualtone ringback
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dualtone disconnect
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voice translation-rule 1
rule 1 /^00[1-9][1-9]$.*$$/ /015\1/
rule 2 /^000[1-9][1-9]$.*$$/ /0015\1/
rule 3 /^090[1-9][1-9]$..........$$/ /9015\1/
voice translation-profile ChangeCSP
translate called 1
license udi pid CISCO2921/K9 sn XXXXXXX
hw-module pvdm 0/0
username admin privilege 15 secret 4 xxx.x.x..x.x.x.xx.x.x
username liderit privilege 15 secret 4 xxx.x.x..x.x.x.xx.x.x
redundancy
controller E1 0/0/0
framing NO-CRC4
ds0-group 0 timeslots 1-15,17-21 type r2-digital r2-compelled ani
cas-custom 0
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controller E1 0/0/1
ip ssh time-out 60
ip ssh authentication-retries 2
ip ssh version 2
translation-rule 1
interface Embedded-Service-Engine0/0
no ip address
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interface GigabitEthernet0/0
ip address xx.xxx.x.xxx 255.255.xxx.xxx
duplex auto
speed auto
interface GigabitEthernet0/1
no ip address
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speed auto
interface GigabitEthernet0/2
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timeouts call-disconnect 0
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translation-profile outgoing ChangeCSP
disc_pi_off
cptone BR
timeouts interdigit 5
timeouts call-disconnect 0
connection plar 6500
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bearer-cap Speech
voice-port 0/1/1
trunk-group Vivo-Analog
translation-profile outgoing ChangeCSP
disc_pi_off
cptone BR
timeouts interdigit 5
timeouts call-disconnect 0
connection plar 6500
description ### Vivo +55 11 3078-9728 ###
bearer-cap Speech
voice-port 0/1/2
trunk-group Vivo-Analog
translation-profile outgoing ChangeCSP
disc_pi_off
cptone BR
timeouts interdigit 5
timeouts call-disconnect 0
connection plar 6500
description ### Vivo +55 11 3078-9735 ###
bearer-cap Speech
voice-port 0/1/3
disc_pi_off
cptone BR
timeouts interdigit 5
timeouts call-disconnect 0
connection plar 6500
shutdown
description ### Intercom ###
bearer-cap Speech
mgcp profile default
dial-peer voice 1 pots
trunkgroup Vivo-E1
description ### PSTN inbound ###
incoming called-number .T
direct-inward-dial
dial-peer voice 2 pots
trunkgroup Vivo-E1
description ### Local Calls - Fixed ###
destination-pattern 0[2-5].......
dial-peer voice 3 pots
trunkgroup Vivo-E1
description ### Local Calls - Mobile ###
destination-pattern 0[6-8].......
dial-peer voice 4 pots
trunkgroup Vivo-E1
description ### Local Calls - Mobile ###
destination-pattern 09T
forward-digits 9
dial-peer voice 5 pots
trunkgroup Vivo-E1
description ### Long Distance Calls - Fixed ###
destination-pattern 00[1-9][1-9]..[2-6].......
forward-digits 13
dial-peer voice 6 pots
trunkgroup Vivo-E1
description ### Long Distance Calls - Mobile ###
destination-pattern 00[1-9][1-9]..[7-9].......
forward-digits 13
dial-peer voice 7 pots
trunkgroup Vivo-E1
description ### International Calls ###
destination-pattern 000T
prefix 00
dial-peer voice 8 pots
trunkgroup Vivo-E1
description ### Toll Free Calls ###
destination-pattern 00800T
prefix 0800
dial-peer voice 9 pots
trunkgroup Vivo-E1
description ### 0300 Calls ###
destination-pattern 00300T
prefix 0300
dial-peer voice 10 pots
trunkgroup Vivo-E1
description ### 0303 Calls ###
destination-pattern 00303T
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dial-peer voice 11 pots
trunkgroup Vivo-E1
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destination-pattern 019.
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dial-peer voice 12 pots
trunkgroup Vivo-E1
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destination-pattern 01[0-8]T
prefix 1
dial-peer voice 13 pots
trunkgroup Vivo-E1
description ### Local Calls - Collect Calls Fixed ###
destination-pattern 09090[2-5].......
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dial-peer voice 14 pots
trunkgroup Vivo-E1
description ### Local Calls - Collect Calls Mobile ###
destination-pattern 09090[6-8].......
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trunkgroup Vivo-E1
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destination-pattern 090909T
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dial-peer voice 16 pots
trunkgroup Vivo-E1
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destination-pattern 090[1-9][1-9]..[1-9].......
forward-digits 14
dial-peer voice 22 pots
trunkgroup Vivo-Analog
description ### Local Calls - Fixed ###
preference 1
destination-pattern 0[2-5].......
dial-peer voice 23 pots
trunkgroup Vivo-Analog
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preference 1
destination-pattern 0[6-8].......
dial-peer voice 24 pots
trunkgroup Vivo-Analog
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preference 1
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forward-digits 9
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preference 1
destination-pattern 00[1-9][1-9]..[2-6].......
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