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'Why has Vodafone changed the telephone number I've had for 40 years?'

Jessica Gorst-Williams
The reader wants their old telephone number back - Corbis Historical

Nearly three months ago we changed our broadband and landline provider to Vodafone.

Vodafone gave me a new telephone number, which we do not want, as we have had our old one for over 40 years and wish to retain it.

Despite numerous telephone calls about this to various parties, not to mention hours on the phone to Vodafone, we have not been able to get our old telephone number back.

Over the past 15 years we have used four other companies and never had a problem with it being transferred over.

Having a different number has been extremely inconvenient, particularly as, during this time, my mother died and friends and family (a lot of whom live overseas) have been unable to contact us. Is there anything you can do?

JA, Surrey

Rather than taking ownership of the issue, Vodafone had blamed other parties when it spoke to you. By the time you wrote to me, nearly three months had passed from when this saga began.

When I contacted it, Vodafone said: “We’re sorry Mr and Mrs A had this problem when they transferred their account, especially at such a difficult time. We can only assume our adviser filled in the form incorrectly and the request to retain the existing number wasn’t registered.

The number is now back with them. It’s very disappointing that we didn’t act quickly to get this sorted out. A move to Vodafone Broadband normally goes smoothly, but we accept this was a very unsatisfactory experience. We will look again at the process and remind our employees to follow the guidance carefully.”

Vodafone is putting a £150 credit on your account as well as sending a bespoke gift box to say sorry for the trouble you have had.