Chandler’s Ford: Pensioner fights BT for landline number return

Retired librarian Brenda Rowles is hung up over the loss of the phone number and is pleading with the telecom provider to return it.

The 78-year-old from Chandler's Ford contacted BT to remove her broadband to cut her £209 annual package cost as she pays for her husband's stay in a care home.

But instead, her landline was cut off and later replaced with a phone number she did not want.

"Everybody knows me by this number", Brenda said.

She added: “It’s turned everything into chaos in the last five weeks.”

Brenda Rowles (Image: Newsquest)

Brenda first discovered the blunder when she received a letter from her doctor’s surgery on October 5.

Her doctor was unable to get through as her landline had been cut off.

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A BT engineer visited Brenda’s house later that same day to fix the problem – but instead, a new issue was created.

Brenda said: “Because of the cost of the care home, I decided to cut down and knew I didn’t need the broadband.

“This is where the problem started.

“I phoned BT and spoke to three people. I pleaded with them to not take away my landline, I just didn’t need the broadband.

“When the engineer came last Thursday to set my landline up again, I was given a new number.

“I had my original number for more than 50 years.”

When Brenda raised her concerns with the engineer, she was given a number to call to speak to BT.

But Brenda said no one has answered her calls for nearly a week.

She said: “Enough is enough.

“All I wanted them to do was to remove the broadband to reduce my bill. But BT has cancelled it and given me a new number.

“I am not going to sit here and go around contacting everyone I know with my new number.

“And of course, it will have an effect on my husband as the care home has my old number.

“Why should I when I have had my number for 50 years? It’s disgusting and I’m angry.

“I don’t see why I should have all this aggravation because BT didn’t listen to me.

“I would like my old number back. Everybody knows me by this number.”

BT confirmed Brenda's landline was disconnected in error when she asked for her broadband service to be terminated.

A spokesperson said: “We are very sorry that Mrs Rowles’ telephone number has been cut off and her experience has fallen below the high standard of service we aim to provide to our customers.

"Our complaints team have reached out to Mrs Rowles and are working to get her old telephone number reinstated as soon as possible.

"We have explained the next steps to Mrs Rowles and will be keeping her updated throughout.”