topic Re: Incomplete landline porting in Digital Home Phone

Incomplete landline porting

Abdullah48 — Mon, 17 Aug 2026 16:41:16 GMT

I am writing this on behalf of my elderly neighbour, who has been left completely stranded by EE. Her landline has been completely broken for over two weeks due to a network glitch which does not allow any incoming calls. This is a critical line that she relies on to receive vital doctors' appointments and medical calls.The service from EE has been absolutely horrific. I have spent two weeks trying to get this resolved for her, and every single member of staff we have spoken to has been completely unhelpful. To make matters worse, after waiting on hold today for 25 minutes, the customer service team simply hung up on us.Leaving a vulnerable, elderly customer without a working telephone line for 14 days is dangerous and unacceptable.

please can some at EE look into URGENTLY and get this resolved

Re: Incomplete landline porting

JimM11 — Mon, 17 Aug 2026 17:23:09 GMT

@Abdullah48 To start with the Forum is Public and therefore you are not speaking to EE CS, to do that you have to give them a call, in the presence of the owner/bill payer for the EE Broadband/landline contract.

Have you even done testing or had EE test the connection, if New EE then text PHONE to 66033 from a known number attached to the EE account to have it tested and checked. Are out going calls working as expected?

No one knows who you are from the posting so really nothing is going to happen until you call them back again.

Re: Incomplete landline porting

Abdullah48 — Mon, 17 Aug 2026 17:44:52 GMT

Hi Jim,

Thank you for your message.

Yes the internet has been tested and there is no fault with the connection. I have called them about 7 or 8 times over the last 2 weeks and they have been really unhelpful. It’s been really frustrating.

Re: Incomplete landline porting

JimM11 — Mon, 17 Aug 2026 17:50:23 GMT

@Abdullah48 What about the out going calls, then the question is if you dial out is that sending the correct number that can be seen for instance if you dial your mobile, can it also be incoming calls are working but the landline is just not ringing the phone?

Are / is this a DV digital voice system with the phone connected to either the back of the EE Hub or to a DVA Digital Voice Adapter for a remote connected landline phone?

Your heading failed porting so is the landline number transferred from another ISP as part off a new Broadband package for EE?

Re: Incomplete landline porting

Abdullah48 — Mon, 17 Aug 2026 17:54:09 GMT

So outgoing calls work fine. It’s the incoming calls. The landline is connected to the back of the EE hub. I believe it is a failed porting issue and EE need to reset it from there end but they just don’t seem to care or offer any help or even any updates.

Re: Incomplete landline porting

Ali_A — Mon, 17 Aug 2026 17:56:37 GMT

Hi @Abdullah48

It's great to hear you've been helping out your neighbour. However, I'm concerned about the ongoing nature of the issue with the calls.

I'd like to see if I can get some further help with this.
I'll send you private message. Please check your inbox and get back to me when you can.

Thanks

Ali

Re: Incomplete landline porting

JimM11 — Mon, 17 Aug 2026 18:00:31 GMT

@Abdullah48 Ok, we are getting there now, if you were to call the number is there any message that you can hear, does it ring for long enough then send you over to the Voicemail that a message can be left, then 1571 to go check it.... These are all steps that you can do to check, after this and i appreciate you are trying to help but as before EE CS dial 150 from the phone get to customer service and have them double check, ie insist they call you back line testing is heading correct if you say so then ask for the HomeView+ report testing be sent to the e-mail address, you can look at this to be sure they are testing the correct line, and NOT the home down the street.....

Re: Incomplete landline porting

JimM11 — Mon, 17 Aug 2026 18:04:34 GMT

@Ali_A Thanks Ali, leave it in your capable hands now, @Abdullah48 You have the Ear of EE CS and one real person that will do there best to get to the bottom off it all for you....

PM if not used before, envelope top right corner middle icon number 1 in it click and get to the PM section...

Re: Incomplete landline porting

Abdullah48 — Mon, 17 Aug 2026 18:24:27 GMT

Hi Jim ,

Thanks a lot for your help and replies.