topic Re: "Sorry: number not in service" in Mobile Network discussions

"Sorry: number not in service"

djcowlin — Tue, 08 Nov 2022 17:45:58 GMT

Hi all. If I try to ring my home landline from my EE mobile, I hear the message "Sorry: the number you have dialled is not in service" in a lovely Scottish accent. I can call this number from my office landline without difficulty.

The home landline is a VoIP setup provided by Vodafone on the back of a recent FTTP installation carried out by CityFibre. Outgoing calls work fine, and the number has been successfully ported from my previous provider. Vodafone can't find anything wrong with the line.

Any idea why my EE mobile doesn't recognise this number?

Thanks for reading.

Re: "Sorry: number not in service"

Jon_K — Wed, 09 Nov 2022 08:04:03 GMT

Hi @djcowlin.

Do you have the number saved as a contact in your EE mobile?

If so, can you delete the contact and try dialling the number?

Jon

Re: "Sorry: number not in service"

djcowlin — Wed, 09 Nov 2022 09:04:09 GMT

Thanks, Jon. I've tried this and unfortunately it makes no difference.

Re: "Sorry: number not in service"

Jon_K — Wed, 09 Nov 2022 09:19:50 GMT

Thanks for trying, @djcowlin.

I'd recommend getting in touch with our Tech Gurus about this.

They will be able to run through troubleshooting steps with you and help you further.

Jon

Re: "Sorry: number not in service"

djcowlin — Wed, 09 Nov 2022 09:37:46 GMT

Thanks, Jon. How do I contact them?

Re: "Sorry: number not in service"

Jon_K — Wed, 09 Nov 2022 10:14:22 GMT

You can call 150 from your phone, @djcowlin.

Our Customer Care team will pass you to the Tech Gurus.

Jon

Re: "Sorry: number not in service"

bristolian — Wed, 09 Nov 2022 12:26:22 GMT

Out of interest, what's the first 7 digits of the landline number? That should be enough to identify an individual number range - EE C/S should ask for the same.

Please don't post the complete 11 digits on here.

Re: "Sorry: number not in service"

djcowlin — Wed, 09 Nov 2022 13:16:34 GMT

0190428

Re: "Sorry: number not in service"

Meeth — Fri, 17 Jan 2025 11:37:28 GMT

Hi. Did you ever get this resolved?

I'm having the same issue under the exact same circumstances ie switched to a digital landline with Vodafone and now no unable to connect from my EE number

Re: "Sorry: number not in service"

djcowlin — Fri, 17 Jan 2025 11:50:07 GMT

Holy thread resurrection, Batman!

I'm sorry to hear you're having this problem too. In my case, the only solution was to get a new landline number from Vodafone, for which they waived the charge (it cost £50 at the time IIRC). The old number seemed to have got stuck between TalkTalk (my old telecoms provider) and Vodafone.

Writing it like this makes it sound easy, but I spent a *very* long time on the helpline (sic) and online chat before I happened upon a helpful individual on the (I think) WiFi Experts team who suggested this simple solution.

You might want to keep your old landline number, but I don't recommend this under any circumstances.

Hope this helps. FWIW I'm happy with my broadband service and Vodafone's pricing but dread having to interact with their woeful customer service.

Re: "Sorry: number not in service"

djcowlin — Fri, 17 Jan 2025 11:51:22 GMT

P.S. I exempt Geoff (if I've remembered his name correctly) from the above criticism. Hope he stills works for Vodafone!

Re: "Sorry: number not in service"

djcowlin — Fri, 17 Jan 2025 11:53:24 GMT

And finally...

EE's customer service is day and night better than Vodafone's.

Re: "Sorry: number not in service"

Meeth — Fri, 17 Jan 2025 13:19:03 GMT

Thank you for the info. Very helpful. Was hoping to keep my number.

Currently Vodafone are stating it's an EE issue.... Which I don't believe. Got a feeling this won't be resolved quickly for me either. Let's see what happens!