topic Re: EE disconnected my home phone by accident and can’t reconnect it in Digital Home Phone

EE disconnected my home phone by accident and can’t reconnect it

Cotswolds3 — Fri, 20 Feb 2026 08:47:13 GMT

I phoned to renew my contract for Broadband and Home Phone over a week ago. The contract was generated but showed my original Home Phone 700 minutes a month package which is now discontinued as well as the only one which is available now- unlimited minutes. The agent said he would cancel the 700 minute package and put me on a Pay per Minute one temporarily and asked me to call back in 3 days. Agent’s name- Ali in the DI dept. I called back and the system still showed the 2 packages when the agent tried to re-do it Once again I was told it would be sorted. I heard nothing so phoned again and spoke to Richard and he said he would remove the Home Phone completely but didn’t tell me I would be disconnected as a result. I rung back on my mobile and spoke to Jas who said she would sort it out but I am still disconnected.the next person was Anthony who has filled out a form, but I don’t know what this was supposed to do. Again I have heard nothing and am still disconnected. At this point I am thinking of cancelling my contract completely.

Re: EE disconnected my home phone by accident and can’t reconnect it

XRaySpeX — Fri, 20 Feb 2026 09:26:38 GMT

@Cotswolds3 : You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: EE disconnected my home phone by accident and can’t reconnect it

Cotswolds3 — Sat, 21 Feb 2026 12:59:39 GMT

Thank you for the info. I am not going to wait for 8 weeks without a phone and will move to another supplier if they haven’t reconnected me within 2 weeks. I had trouble with their system when they merged with BT and wonder if that has something to with this. I have been with EE for 19 years at my current address.

Re: EE disconnected my home phone by accident and can’t reconnect it

Leanne_T — Sat, 21 Feb 2026 14:38:41 GMT

Hi there @Cotswolds3

Thanks for coming back to us.

I would advise getting back in touch with our broadband tech guides to see if they have any update. Or, you can complete the online complaint form and one of our executive team will get the account looked into and contact you with more details.

Thanks.

Leanne.

Re: EE disconnected my home phone by accident and can’t reconnect it

chrisjp1 — Sat, 21 Feb 2026 15:50:30 GMT

This is a good illustration of all that is wrong with EE's and BT's customer support. When you call them with an issue, the agent who responds should then "own" this issue until it is resolved.

Instead, the agent takes one action and then assumes their duty is complete. When this action does not resolve the issue and you call again to enquire about progress, you get a completely different agent to whom you have to repeat the description of your issue and he/she takes another action that is likely to be different from that taken by the first agent but again does not resolve your issue. So you call again - and again - get multiple agents and no-one is actually responsible for resolving your issue.

If EE/BT actually changed their customer support system to give ownership of issues to individual agents, my bet is they would suffer far fewer complaints being initiated by infuriated customers.

Re: EE disconnected my home phone by accident and can’t reconnect it

Cotswolds3 — Sat, 21 Feb 2026 18:19:30 GMT

I couldn't agree more and will make the same point on my next complaints
form. There is not enough text space allowed to give them the whole story.

Re: EE disconnected my home phone by accident and can’t reconnect it

JimM11 — Sun, 22 Feb 2026 18:02:14 GMT

@Cotswolds3 Not sure what package you are on, but it's still showing for the latest see the link! It's got to be one off the two i would think, but you say you already had the 700 minute package in your opening post!

EE Home Price Guides - 1 March 2026

ee-monthly-home-price-guide-1-feb-2026.pdf

Re: EE disconnected my home phone by accident and can’t reconnect it

Cotswolds3 — Mon, 23 Feb 2026 12:31:25 GMT

I was told 700 mins has been discontinued. They only do Unlimited now. I am still without a phone for 7 days now. No-one seems to be able to sort it. I have spoken to 17 different people but not allowed to talk to the people working on it.

Re: EE disconnected my home phone by accident and can’t reconnect it

JimM11 — Mon, 23 Feb 2026 12:52:39 GMT

@Cotswolds3 Then you would think that the terms would be updated, going to tag @Leanne_T , Leanne is this a true statement now and this part has been dropped only to have as the OP has stated earlier and Unlimited is the only choice for Talk?

Re: EE disconnected my home phone by accident and can’t reconnect it

Cotswolds3 — Mon, 23 Feb 2026 13:48:25 GMT

Things seem to going from bad to worse now. Have had a call from Lewis in the ‘offline team’, and my account now shows 2 broadband packages - the old one Fibre Essentials and the new one Fibre 67 Core. The phone packages have both been removed but Lewis says Unlimited Home phone is £18 but I was quoted £11. The prices published show the 700 minute package still available at £9.18 and Unlimited at £20. Lewis can’t put the correct packages on for me without permission from somewhere else, then he’s got to do a manual override of the price. How on earth are EE managing to arrange other customers’ orders when something as simple as mine is in such a mess. He has no idea when my phone will be re- connected or how much compensation I will receive.

Re: EE disconnected my home phone by accident and can’t reconnect it

JimM11 — Mon, 23 Feb 2026 14:48:05 GMT

@Cotswolds3 Think, but not sure when @Leanne_T gets round to supplying the answer, but the help is not letting me in, stupid web site so here is one Terms i posted up to another OP earlier few day's ago. Core mentions nothing about taking voice away!

EE Core, Standard, Premium, Ultimate Broadband Plans Terms 12 December 2025

Re: EE disconnected my home phone by accident and can’t reconnect it

Linzi_H — Mon, 23 Feb 2026 17:17:25 GMT

Hi @Cotswolds3

I'm disappointed to hear that you're no further forward in getting this sorted out. Reviewing the information we have here, I'm not aware of any changes, but I would love to get this checked in closer detail for you.

I'll send across a Private Message to grab a few more details.

Linzi

Re: EE disconnected my home phone by accident and can’t reconnect it

JimM11 — Mon, 23 Feb 2026 18:21:03 GMT

@Linzi_H Thanks for stepping in to check. Jim

Re: EE disconnected my home phone by accident and can’t reconnect it

Cotswolds3 — Sat, 28 Feb 2026 08:33:32 GMT

Finally got my phone line back yesterday, albeit with a temporary number. Package and compensation still be arranged. Port in of old number requested. How long will that take? Executive Claims had the complaint for a week before it was fixed. Disappointed it took so long and that they wouldn’t give me a direct phone number to call. I used a number for the ‘Executive Office ‘given to me by Ofcom who registered my complaint as well and they had to ask Louis to call me.

Does this sort of IT glitch happen frequently I wonder just to renew a contract?

Re: EE disconnected my home phone by accident and can’t reconnect it

JimM11 — Sat, 28 Feb 2026 08:39:18 GMT

@Cotswolds3 As long as the number has not exceeded the 30 day limit and supplied to another user then there is a chance to get it back, but there is NO guarantee that it can be done by EE so you have to wait and see, normal and you will have to search other post's but it has been around another 7 day's wait period from the temp number assigned!

Re: EE disconnected my home phone by accident and can’t reconnect it

Cotswolds3 — Sat, 28 Feb 2026 08:54:53 GMT

Who or what allocates phone numbers?

Re: EE disconnected my home phone by accident and can’t reconnect it

JimM11 — Sat, 28 Feb 2026 09:11:13 GMT

@Cotswolds3 see if the link below works for you!

Telecoms numbering

Re: EE disconnected my home phone by accident and can’t reconnect it

Peter_W — Sat, 28 Feb 2026 10:35:42 GMT

Hey there @Cotswolds3.

I've had a double check here, and like @JimM11 suggested, we recommend 7 - 10 working days for landline port requests.

Please keep us posted on how things go, too.

Peter

Re: EE disconnected my home phone by accident and can’t reconnect it

JimM11 — Sun, 01 Mar 2026 12:52:28 GMT

@Cotswolds3 Sorry been offline couple day's now could not get past the stupid passkey's problem that EE has introduced so been fighting that battle and as usual EE support is about as much good as a chocolate Teapot, MR M you are no longer allowed on the Forum so get lost nothing we can do for you you cant sign in it's your problem!

As @Peter_W has indicated it's just the waiting game for it all to be sorted out, takes patience on your side now....

Re: EE disconnected my home phone by accident and can’t reconnect it

Cotswolds3 — Mon, 13 Apr 2026 07:15:07 GMT

Well it’s now 13 April and EE have still not renewed my contract after my initial request on 12 Feb. Executive Claims were supposed to have done it on 3 Mar but my account still shows the incorrect prices and there is still no contract in spite of Louis confirming one. I have rung EE several times since then and each time have told a complaint has been raised but I never hear back. It is an IT fault on their system they seem unable to put right so what can I do now? Maybe it’s time to complain