BT wont allow transfer from

[esherchurch]

I am currently paying for BT enhanced broadband + digital line plus a BT Cloud Phone.  I dont need any additional call benefits and only use a landline for incoming calls.  The landline number is linked to the BT Cloud phone and I have been trying to understand why I cant get rid of the BT Cloud Phone and have my landline number transfered to the digital line I am paying for with the broadband.  The sales person I have been in contact with says BT cannot transfer this number over and the latest email i have received states " 

Cloud Voice Express is only available for customers whose phone numbers are still running on an analogue signal over a copper line. When you upgraded to Cloud Phone, your number was converted to digital and now runs over your broadband connection. Because you no longer have a copper line — and due to government regulations — we’re not able to move numbers back onto an analogue signal."  

This doesnt make sense to me - who can i contact?  Any advice if this is correct?

[BethM]

Hi esherchurch

Yes, what the sales agent has advised is correct. 

[john321rose]

The salesperson is confusing "analogue" with "platform compatibility." While you aren't trying to go back to copper, BT’s systems often treat Cloud Phone (a business hosted service) and Digital Voice (a basic broadband-linked line) as incompatible silos. The "government regulations" they mentioned usually refer to rules preventing the forced downgrade of services, but in your case, it's likely a technical limitation of their internal porting software. To bypass this, bypass general sales and contact the BT Business Retentions or Loyalty Department; they have the administrative power to manually migrate numbers between platforms that standard sales scripts claim is impossible.