My number isn't receiving inbound calls in Operator Connect

Your number may not have successfully moved across (ported) from your previous provider.

Solution:

• If the port is stuck or rejected, BT may need to resubmit or correct the order. Please contact our support team.

There may be a delay in synchronisation between BT and Microsoft Teams.

Solution:

• Allow up to 24 hours after port completion for the number to sync.
• Refresh Teams Admin Centre and check again under: Voice > Phone numbers > Operator Connect.
• If you're still having issues, please contact our support team.

The number’s country/region may not match your tenant location.

Solution:

• Check the number’s country code and region. If it’s incorrect, contact our support team to update it.

The number may not yet have been allocated to your tenant by BT.

Solution:

• Refresh Teams Admin Centre after 30–60 minutes.
• Check the BT portal to confirm the number is visible. If it’s visible, confirm it’s assigned to the correct tenant ID by contacting our support team.

The port request may have been rejected because the details didn’t match your previous provider’s records.

Solution:

• Ensure the company name, address, and account number match exactly.
• BT may need to resubmit the port order. For further support, contact our support team.

The number may be available in Teams but not yet assigned to a user.

Solution:

• Follow our guidance on assigning numbers to users.

Teams will not activate a number without a valid emergency address.

Solution:

• Validate the emergency address in the Teams Admin Centre. If incorrect, you can assign the correct address by following our guidance on setting up emergency locations.