Home phone number changed even though I was assured it wouldn’t be…not happy

[#1]

I’m a new Plusnet customer. Broadband switch over all ok. Today I have received a text message saying my landline is good to go and the details of my new phone number. I spoke to customer service a couple of weeks ago and said that I definitely did not want a new phone number and I was assured that a note had been made on the account and I would be able to keep my existing number. I’m really not happy that this has happened. How do I get it sorted?

[#2]

Thanks a lot for your time on the phone just now and apologies again for the issue, I've taken ownership and will get this sorted out for you. 

I tried to port the number over whilst we were talking but encountered some issues so I'll need to contact Openreach's number porting team tomorrow. 

I'll keep you updated via here as promised and I hope you enjoy the rest of your holiday. 

[#3]

Hi there, 

I wasn't able to get through to the Openreach contact centre I needed to speak to so I've emailed a number porting escalations team and I should get an update by the end of the day tomorrow so I'll pick this back up with you when I'm back on shift on Saturday.

[#4 · Accepted solution]

Hi there, I'm just letting you know that Openreach have fixed the issue that was preventing me from renumbering the line so I've got an order in place to bring the old number back to the line on Monday.

I'll check back on this for you next Tuesday when I'm back on shift but do reply back in the meantime if you need to.

[#5]

Good news so far. Keeping my fingers crossed.

[#6]

Hi there, I'm just letting you know that there's been a slight delay on processing the change of number, it's likely to be due to a backlog from the bank holiday. That's definitely due to take place tomorrow though so I'll check back for updates then for you.

[#7]

The number port has completed this morning, please give it a try when you're back and do let me know if there's any issues.

[#8]

Hi Adam
I’m back from holiday and have tried the number this morning. All seems to be working ok.
Thank you for all your help and for keeping me updated. I’m annoyed that the problem happened in the first place but very happy with how it has been resolved.

[#9]

Welcome back! That's great to see, thanks for the heads up and do get back in touch again if you need to.