Your number is up, says BT

Share this article
Have your say

FACED with losing their phone line and number of 30 years, Douglas and Elaine Thompson found themselves battling to explain the problem to BT.

The couple returned from holiday to a load of letters welcoming a ‘Mrs Isabella Stokes’ to the company.

The correspondence revealed she was being set up with broadband and the phone number which had belonged to the Thompsons since they moved into the house on Burnsall Crescent, Brinsworth, Rotherham, more than three decades ago.

The couple immediately set about cancelling the switch.

But they found communicating with the communications giant extremely testing.

Elaine said: “We had no intention of giving up our phone number.

“But for a good week all we could do was get through to India.

“We couldn’t make ourselves understood and nor could we understand who we were talking to.

“It was a nightmare.”

A BT spokeswoman said: “We apologise for the distress and incovenience caused. Someone had applied to take over the line in error which is why we wrote the customer to advise him. Ofcom is in the process of reviewing consumer switching, and we are supportive of this review, since clearly things need to change.”