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jabbinho's avatar
jabbinho
Tuning in
2 days ago

Unable to call new BT Landline from VM Landline

My auntie got a new BT landline about 6 weeks ago. 

They had previously been with another provider, unfortunately I don't know the name of the provider, however, for reasons that aren't relevant here, that landline was cancelled and they were left with no landline at all.

As VM are not in their area, we contacted BT to get a landline installed (on VOIP), which they did, but it had a new number.  BT did manage to get their old number reactivated, so no need to ring round people to tell them a new number.

However, since the old number was reactivated, we have not been able to call them.  We get 'the number has not been recognised' message.  I can call them on my mobile, and others  have been calling them too (although I don't know on which service eg VM, BT, mobile).  They can call us though.

I've heard there may be a porting issue, but how long would it normally take to port a number?  Is there any way we can get this resolved as we are my elderly auntie and uncle's main carers and not being able to call them like this is a bit disconcerting.  Do we just have to transfer our landline to BT to get this resolved?

2 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 days ago

    So you are saying you can’t call the BT number from your VM landline, but can call it from your mobile?  Also everyone else you know can call the number?

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    2 days ago

    Hi jabbinho 👋.

    Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that your auntie is having with her phone line. So that we can take a look into this we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
     

    Thanks.
     

    Sabrina