topic Re: Transfer from BT landline to EE is horrendous in Digital Home Phone

Transfer from BT landline to EE is horrendous

jwilk36 — Tue, 25 Aug 2026 22:17:54 GMT

Dealing with EE to get my 88-year old mother’s BT landline number transferred to her new EE Digital Voice phone has been absolutely horrendous. She has now been without her regular telephone number for over a month, despite being repeatedly assured that it would be restored. This has caused her an immense amount of stress. She has had important medical matters to deal with, including cataract surgery. Some of her friends who had been trying to call her thought she had died!

EE gave her a temporary number, but because they kept promising that her regular number would be restored soon, she did not want to give it to everyone, only to have to contact them all again and tell them to stop using it. Instead, she has spent weeks in limbo, never knowing when—or even whether—her number will actually be transferred.

The prolonged disruption, repeated promises, and continued lack of resolution have turned what should have been a straightforward transfer into an absolute nightmare. My clear warning to anyone considering switching from BT to EE for a digital fibre connection in order to keep an existing landline number is this: do not do it unless you are prepared to risk losing that number. There is no continuity between the two companies. EE lost my mother’s BT number and over a month later, still have not managed to restore it.

Re: Transfer from BT landline to EE is horrendous

Leanne_T — Wed, 26 Aug 2026 07:01:45 GMT

Hi @jwilk36

Thanks for coming to the community.

I would love to see if we can get you some help and have sent you a private message for some extra details.

Leanne.

Re: Transfer from BT landline to EE is horrendous

Robfedup62 — Wed, 02 Sep 2026 18:29:03 GMT

We are having the exact same issue 7 attempts to transfer each time being told it will take week.

really shocking service from EE WISHED WE NEVER TRANSFERRED.

it took 111 days over the installation date for the broadband was told they will pay £6.28 a day from the installation date.THIS IS A HUGE LIE THEY WILL NOT PAY A PENNY.!!!!!!

Re: Transfer from BT landline to EE is horrendous

JimM11 — Wed, 02 Sep 2026 21:08:00 GMT

@Robfedup62 The compensation rules as linked below for you, from that you can see what applies in your specific case.

Automatic compensation for broadband or landline issues | Broadband Help | EE