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Stolen my phone number and now my connection
Pennykbristol1 • 30 Sep 2017
1 signature
Category: Product
Target: BT underhand tactics
My Sister returned two weeks ago from holiday, only to find that her telephone number had been cut off and a letter stating that they wanted her number was in the post that had not been opened since she left for her vacation. This had apparently started 4 months earlier, with BT sending her a letter every month stating that they wanted her telephone number if she no longer needed it and had a customer wanting it. They gave her 14 days to respond and if she did not contact them, they would assume she agreed and would take the number. On the 3 occasions that she was home to receive the letters, she phoned them straight away and refused to allow them to take her number which she had been given for the last 3 years, and was a regular user with broadband as well. On the last call to them, she asked to be taken off this mailing as she did not wish to relinquish her number and the contact person said she had taken her off and she would not receive any more demands. The 4th letter arrived whist she was not at home and so the cut off date was not replied to by the specified date. Hence she arrived home to no telephone service, no broadband etc, and so only had the use of her Pay-as-you-go mobile to contact anyone, which she has never published the number to anyone for them to phone her. So she was really communication-less.

On phoning BT she was informed there was nothing she could do about it as the date had passed, and the number had already been allocated (we have phoned it every day since and still has the advice that the number has not been recognised) so fail to see where they have allocated it to, in such a big hurry. Why they cannot revert the number back is beyond me as it has been only a week since the deadline day, and I thought that numbers would stay unused for at least 6 months before they allowed them to be re-used.

They offered her cut price line rental as a carrot, but all she wanted was her original line and number back, but as they would not budge and she needed her telephone line, she agreed this but advised them she was writing to the Ombudsman address that they had advised, but not given the actual address in the letter, and was extremely unhappy with being treated this way.

To add insult to injury, there was a BT engineer coming round on 29th Sept to put her a new line on to her existing connection that wasn't working. Surprise, he arrived, but when he tried to connect her Line (pair connection) to the cabinet up the road, there were no spares in the cabinet. So she is still without a Line/number or Internet, and that was just in the space of 7 days since they took it, so what does that tell you.

All she wants is her old number back and her line connection, surely nothing too much to ask for, seeing she did not ask to release the line, and we would have thought 28 days notice would have been a more serviceable period of reply than 14 days (from date of the letter and not receipt, also not signed for so do not know when it was received or they would not know IF it was received).

I am writing this on behalf on my Sister as she has no way of communicating this as you may imagine, except via expensive pay as you go mobile, as she has never needed to have a contract one, and has had to revert to writing letters.

Just to add insult to this scenario, her son passed away earlier in the year and was awaiting news on the Coroners inquest to begin and Police support personnel to phone. BT have tossed away this lifeline and with no resolution at present to put the service back on. This has made her extremely depressed and as she is over 70 years old, makes us worried about what this is doing to her, as her husband also passed away 4 years previous. Please help !!!
Stop these underhand tactics to force people to give up their numbers they might have had for years by giving an unreasonable time period to respond, or the option that they have to agree to something rather than in-action means they can just grab. Ofcom seems to be a toothless organisation and lets BT walk all over it. Lets stop it now before it gets worse.

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My Sister returned two weeks ago from holiday, only to find that her telephone number had been cut off and a letter stating that they wanted her number was in the post that had not been opened since she left for her vacation. This had apparently started 4 months earlier, with BT sending her a letter every month stating that they wanted her telephone number if she no longer needed it and had a customer wanting it. They gave her 14 days to respond and if she did not contact them, they would assume she agreed and would take the number. On the 3 occasions that she was home to receive the letters, she phoned them straight away and refused to allow them to take her number which she had been given for the last 3 years, and was a regular user with broadband as well. On the last call to them, she asked to be taken off this mailing as she did not wish to relinquish her number and the contact person said she had taken her off and she would not receive any more demands. The 4th letter arrived whist she was not at home and so the cut off date was not replied to by the specified date. Hence she arrived home to no telephone service, no broadband etc, and so only had the use of her Pay-as-you-go mobile to contact anyone, which she has never published the number to anyone for them to phone her. So she was really communication-less.

On phoning BT she was informed there was nothing she could do about it as the date had passed, and the number had already been allocated (we have phoned it every day since and still has the advice that the number has not been recognised) so fail to see where they have allocated it to, in such a big hurry. Why they cannot revert the number back is beyond me as it has been only a week since the deadline day, and I thought that numbers would stay unused for at least 6 months before they allowed them to be re-used.

They offered her cut price line rental as a carrot, but all she wanted was her original line and number back, but as they would not budge and she needed her telephone line, she agreed this but advised them she was writing to the Ombudsman address that they had advised, but not given the actual address in the letter, and was extremely unhappy with being treated this way.

To add insult to injury, there was a BT engineer coming round on 29th Sept to put her a new line on to her existing connection that wasn't working. Surprise, he arrived, but when he tried to connect her Line (pair connection) to the cabinet up the road, there were no spares in the cabinet. So she is still without a Line/number or Internet, and that was just in the space of 7 days since they took it, so what does that tell you.

All she wants is her old number back and her line connection, surely nothing too much to ask for, seeing she did not ask to release the line, and we would have thought 28 days notice would have been a more serviceable period of reply than 14 days (from date of the letter and not receipt, also not signed for so do not know when it was received or they would not know IF it was received).

I am writing this on behalf on my Sister as she has no way of communicating this as you may imagine, except via expensive pay as you go mobile, as she has never needed to have a contract one, and has had to revert to writing letters.

Just to add insult to this scenario, her son passed away earlier in the year and was awaiting news on the Coroners inquest to begin and Police support personnel to phone. BT have tossed away this lifeline and with no resolution at present to put the service back on. This has made her extremely depressed and as she is over 70 years old, makes us worried about what this is doing to her, as her husband also passed away 4 years previous. Please help !!!
Stop these underhand tactics to force people to give up their numbers they might have had for years by giving an unreasonable time period to respond, or the option that they have to agree to something rather than in-action means they can just grab. Ofcom seems to be a toothless organisation and lets BT walk all over it. Lets stop it now before it gets worse.

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