Some people can't call my Mums VOIP Some can?

[atkinson345]

Hi, I'm managing my elderly Mums account. We organised a move from BT broadband and (normal landline) to vodafone VOIP last August. This included a new Vodafone broadband package and router. She wanted to keep her BT number and was told she could but was given a new number. After a few weeks of online haggling and telephone confusion she was finally given back her BT number as initially promised. Since then from last September a lot of family and friends have said that when they call her they get "The number you have called is not recognised etc etc" This is a mix both from mobile phones and landlines. Not exact but i'd say 70% of callers cannot get through.

Some like myself (O2 mobile) can call her ok if i use the recent calls list, but if i call from the iPhone contacts I get the "The number not recognised etc."

Does anyone have any idea what the problem may be? My sister and brother in law (who live closer) have tried several times over the last five months (unsuccessfully) to sort it out with Vodafone. P.S. The router and cables etc are set up correctly.

Any help would be greatly appreciated. Thanks Clive.

[Tal]

Hi @atkinson345, from the explanation you have provided I think the number was not fully ported or moved to us fully causing this call issue when certain numbers call the number.

I would advise the account holder or the named person on the account to get in touch with our Broadband team so we can check the move for the number and see if we can raise a case to get it checked in the back systems as well to check on this, I believe the team will find that the number was not fully moved over, if it has then they should be able to get a case raised to investigate this further.

They can get in touch by calling us on - 03333040191 or webchat here. 

[atkinson345]

Thanks for the prompt reply - will try with the number suggested. C.