Number Porting Essential for Dementia Patient

[#1]

Hi,

I have just placed an order for broadband and landline with you on behalf of my Mum, who is 88, has dementia, and is unable to manage this sort of thing for herself (note I have LPOA). 

The order confirmation has just come through noting a new number, despite me specifying eh number she needs to keep. 

I need to know straight away if she can or can't keep her number as it would be better for her to pay twice the price to stay with BT than suddenly be isolated from all her many years of contacts - many of whom are also elderly - because she is unable to remember or tell people about a change of phone number. 

Please call or message asap. 

Thanks,

Chris

[#2]

Hi @audreybolam,

Thanks for reaching out to us. We can certainly look at what can be done to keep the current landline number - has the order been placed at the same address that the landline number is currently assigned to, or is there a house move involved? 

[#3]

Hi,

Thanks for getting back to me. 
There's no change of address - she's had basically the same number at the same house for over 50 years.

Thanks,

Chris

[#4]

Thanks for confirming this @audreybolam. I've opened a support ticket on the account concerning this, which can be accessed here. Please could you login to the account and respond to the ticket, then let me know via this thread once you've done so?