topic Re: Telephone Number not porting from TalkTalk in Broadband & Landline

Telephone Number not porting from TalkTalk

Rich_S — Sat, 26 Oct 2024 17:46:05 GMT

Hi, Having recently moved over to EE from talktalk I tried to have my landline number ported across with the new service. FTTP line fitted by openreach and the internet is great. The problem is my landline didn't go live and after numerous phone calls to fix this I was given a new number. When the new number was to go live this didn't work either. The engineer came out to investigate today and it turns out something wasn't done right at EE's end. I have now put in 2 complaints to EE using the webform as I wanted a written answer as to what went wrong as I am still being billed by TalkTalk for a telephone line that EE should have taken over a month ago. The 1st complaint was on 17/9/24 and the 2nd is today. The other problem with the Webform is I cant put in the full account number, it wont allow the GB at the start, just the numbers which is what I've filled in (with the rest of the details). I have not had a reply from the 1st complaint and its been 9 days, I should have had reply within 7 days. I'm hoping that someone will pick this up on the community page?

Re: Telephone Number not porting from TalkTalk

JimM11 — Sat, 26 Oct 2024 17:53:47 GMT

@Rich_S Not sure where you got the seven day's from but it is published by EE it is 28 Day's!

Regulatory documents and codes of practice | EE

Re: Telephone Number not porting from TalkTalk

Rich_S — Sat, 26 Oct 2024 17:57:51 GMT

On the making a complaint online - Our current response time is 7 days. Nowhere on that page does it say 28 days

Re: Telephone Number not porting from TalkTalk

JimM11 — Sat, 26 Oct 2024 18:13:56 GMT

@Rich_S On the link i sent, is the regulatory complaints procedure, where it states the facts of what goes on, and After 28 day's if not resolved then no contact/no complaint, it all starts a fresh, you should have received a complaint reference number, generally by e-mail sometimes by text, and you can look at it via your EE ID account if that helps...

Make a complaint online

Fill out our webform and we’ll get back to you as soon as possible.

Re: Telephone Number not porting from TalkTalk

Mustrum — Sat, 26 Oct 2024 18:23:19 GMT

@Rich_S wrote:

.I'm hoping that someone will pick this up on the community page?

@Rich_S no one on here has account access, so there is a limited amount anyone can do.

There can be restrictions on taking over numbers, was it originally a BT number, and had TT converted it to a Digital number or was it still via your phone line?

Re: Telephone Number not porting from TalkTalk

JimM11 — Sat, 26 Oct 2024 18:33:47 GMT

@Mustrum Thanks was just going to get to that, and was having a look at the TalkTalk final leaving info to see what there point is regarding numbers etc.

Re: Telephone Number not porting from TalkTalk

Rich_S — Sat, 26 Oct 2024 18:56:16 GMT

@Mustrum I relize that no one has account access on here, I was hoping to find anyone else who had been/was in the same position to figure out what to do next.

As for the phone number, yes it was originally BT's and it was still via the openreach phoneline. I cant see how there should of been any problem porting the number across from TT to EE as both use the same network.

Re: Telephone Number not porting from TalkTalk

Rich_S — Sat, 26 Oct 2024 19:00:58 GMT

@JimM11TalkTalk sent me a letter with the leaving date and the phone number was to be transferred. A week after the EE fullfibre 150 went live TalkTalk sent me a email saying I was staying with them!

The major problem I had was I had no landline to check either way, EE equipment had a problem and I could recieve any phonecalls and openreach cut off the old telephone line(FTTC?) when fitting the FTTP.

Re: Telephone Number not porting from TalkTalk

JimM11 — Sat, 26 Oct 2024 19:03:39 GMT

@Rich_S There is one OP posting for a user TT to EE, delayed but was about a month ago, so when he never posted back assumed he had it sorted, Link to posting below.

Landline not ported from TalkTalk to EE - The EE Community

Re: Telephone Number not porting from TalkTalk

Rich_S — Sat, 26 Oct 2024 19:06:11 GMT

@JimM11I did not recieve a reference number on either complaints, just a automated they need a little time to investigate and be in touch. I could not put in the input my full account number because it didn't allow the GB bit at the start. I could only input the digits so I dont know if its gone in to be investigated

Re: Telephone Number not porting from TalkTalk

JimM11 — Sat, 26 Oct 2024 19:09:15 GMT

@Rich_S Catch 22 situation, OR/TT then EE fttp, waiting on a new fttp service myself, when spoke to engineer at the failed 1st install, informed fttp will go live instant connected, and fttc will drop midnight, still to be seen, so will be checking 5th Nov if it happens for re-schedule of the install, don't have DV dropped landline due to all this nonsense going on at present!

Re: Telephone Number not porting from TalkTalk

Rich_S — Sat, 26 Oct 2024 19:20:47 GMT

@JimM11 Yep, catch 22! I have EE fttp with a working digital voice phone (sorted today) with a new number. fttp went live on the install day without any problems, just the phone giving headaches.

My old number rings (I'm guessing to the cabinet?) so I know its not been disconnected. I just cant see how TT decided to say I was staying with them. I'm going to ring EE tomorrow and see how to proceed as I dont want to pay TT for something EE should of dealt with.

Re: Telephone Number not porting from TalkTalk

Mustrum — Sat, 26 Oct 2024 19:26:41 GMT

@Rich_S wrote:

@Mustrum I relize that no one has account access on here, I was hoping to find anyone else who had been/was in the same position to figure out what to do next.

As for the phone number, yes it was originally BT's and it was still via the openreach phoneline. I cant see how there should of been any problem porting the number across from TT to EE as both use the same network.

OK, then if that number is important to you, were ir me I would change tack, and go to a supplier who would stand a better chance of getting a result if I was not getting a positive response.

Depending on your technical ability and needs you may want to look at Zen or A&A or other independent VOIP suppliers.

Re: Telephone Number not porting from TalkTalk

JimM11 — Sat, 26 Oct 2024 19:43:00 GMT

@Rich_S And when you talk to EE, you need to ask if they are in the process of getting your old number and applying it to your DV, the number that you have just now may just be temporary until EE/TT sort it all out!