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janron
Occasional Poster

Old landline number not ported over

I've had my original home phone number for over 55 years.  NOW took over on the 21st Dec 2018.  When I filled in the application to go to NOW I ticked to say I wanted to keep my original number.  I did not get an email to give me a new number prior to the go live date.  I have discovered that NOW have issued a new number.  Spoke to NOW customer service, they say that I did not request to port my number over, and that nothing can be done to get my old number back.  I know that I ticked the 'keep my number' box.  Spoke to previous supplier (Utility Warehouse) and even though my account is still valid until 6th January 2019 my original phone number has gone, they did not get a request from NOW to have my original number off them.  I have spoke to a BT engineer and was informed that by law the original number has to stay unused/not allocated to anyone else for 18 months.  I have raised a complaint with NOW and waiting for them to contact me.  After speaking to NOW customer services yesterday, they then sent me an email with my new phone number on it, (I had not previously been sent this email).  I will be contacting BT again to see if I transfer to them whether they can get my number allocated back to me given that I have stayed at the same address for the full duration of having that number (over 55 years).  Yes, I know this would incur a hefty cancellation fee from NOW but I am so adamant that I want to keep my original number.  I will also be contacting WATCHDOG to see if they can get involved.  I will also be letting WHICH consumer association know of the poor technology support offered by NOW if they do not rectify this stressful situation for me.

5 Replies
aainscough
Occasional Poster

Re: Old landline number not ported over

Hi

Did you manage to get this sorted? I am in the exact same position as you, very disappointed.  Utility Warehouse have said the request for the line came in, and there is nothing stopping Now Broadband and Phone from taking the number across as they have transferred the line. 

Who did you complain to?

Did you complain to the ombudsmen?

I found this online in a uSwitch article from November 2018.

Ofcom has written to the Office of the Telecoms Adjudicator (OTA) outlining the regulations and highlighting its desire to tackle operators that do not stick to these rules.

In the letter, Ofcom said: "The ability to retain the same telephone number fosters customer choice by enabling customers to switch providers without the cost or inconvenience of changing their telephone number, and this facilitates healthy competition in the market." 

The regulator noted that these regulations are not new, having been in place for around 25 years, so porting numbers should be a routine part of business that operators have no excuse for failing in.

Ofcom therefore warned providers: "Behaviour in breach of the General Conditions, such as trying to block or delay numbers from being ported, thereby preventing customers from switching away to rival providers, is unacceptable and unlawful."

 

Let me know how things have progressed @janron 

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Davprstn
First Poster

Re: Old landline number not ported over

The exact same thing has just happened to me. I spoke to customer services who told me that I had not asked to keep my old number. I definitely did. They also said that they had sent an email with the new number, but I have not had an email. This is unacceptable and I have told them I want to make a formal complaint...waiting for someone to call back.....not impressed!!

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janron
Occasional Poster

Re: Old landline number not ported over

Good luck with the complaint process, I never got a contact from their complaints department. Lucky for me I was still within my 14 days cooling off after the going-live day, so I cancelled with Now, (and even then the cancellation department didn't seem bothered and unwilling to help to rectify the problem). I went to BT and they managed to get my original old number back for me.
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aainscough
Occasional Poster

Re: Old landline number not ported over

We did the same last week, I have had no contact from Now TV. I gave it 7days.
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Pauline8
First Poster

Re: Old landline number not ported over

i have just had the same problem, moved broadband and phone line, and number has not been ported over, never recieved any emails to say i was getting a new number

just one saying

Your NOW TV phone number:
We'll let you know this in a few days. Leave it with us
 
for which they never have, now im stuck with a number i don't want and lost my old number ive had for years
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