topic Re: Getting back old phone number in Contracts & Billing

Getting back old phone number

CuriousBanana — Thu, 18 Jun 2026 11:54:56 GMT

Hi,

friend of mine really need to get back her phone number. The situation is quite complex - her now abusive ex-husband canceled the contract and as she was in need of the phone number (and EE shop could not easily help), she got a new number, but with old number there are some services associated that she needs access to.
Support is not very helpful with escalating the case, hope someone this forum could advise how to get to technical advisors that actually could help. The phone number is still down. Contract was cancelled in 2023.

Hope someone could help!

Re: Getting back old phone number

Chris_B — Thu, 18 Jun 2026 12:40:18 GMT

@CuriousBanana if the contract was cancelled back in 2023 then it’s not possible to get this number back the number was relinquished. someone else might be using that number now as numbers get recycled.

Re: Getting back old phone number

CuriousBanana — Thu, 18 Jun 2026 15:05:11 GMT

Thank you. My friend will try to call support.
However, could someone explain what exactly means 'relinquished'. Does the number stays in the EE pool of numbers?
I am convinced that technical team (after support escalation) could tell the status of the number perhaps? I know its highly unusual request, but the case is rather serious and complicated , and my friend can easily proof it was against her will...

Re: Getting back old phone number

ee_user14 — Thu, 18 Jun 2026 16:44:47 GMT

The other complication your friend will have, is whether it was ever their number in the first place. Were they the account holder? If not, technically it was never her number.

The 3year timelag won't help the cause one bit.

Re: Getting back old phone number

Schockwave — Thu, 18 Jun 2026 16:53:19 GMT

@CuriousBanana , what services were associated with the number? She should still find a way of accessing the services by giving her new number, there usually is a way.

Re: Getting back old phone number

CuriousBanana — Thu, 18 Jun 2026 18:36:08 GMT

Turned out that 2-factor auth of her email was on that number. After 3 years, suddenly they ask for reauthenticate. She simply forgot about it.
Regarding account holder issue, its really not a problem as she has divorce certificate with account holder.