topic Re: Original landline number not ported across in Broadband & Landline

Original landline number not ported across

Sil8 — Fri, 22 Nov 2024 12:23:36 GMT

I am a new customer to EE with broadband and landline, when instructing EE, I specifically asked to keep my original landline number which I have had for over 30 years. The installation took place on 6/11/24, and I was told the landline number switchover would automatically take place within 15 mins. I tested the landline to check it was working only to find I had been given a new number - even though I had specified on several occasions that I wanted to keep my original number. For the past 2 weeks I have been speaking to customer services who tell me they can't get my number back and to contact my original provider (Virgin Media) to release the number. I have spent hours on the phone between EE and VM who are basically passing the buck between each other. I am fed up that no one is taking ownership of this and sorting it out and just want my original number back. How can I make a formal complaint in order to take this to Ofcom? Can anyone help please?

Re: Original landline number not ported across

XRaySpeX — Fri, 22 Nov 2024 12:39:15 GMT

OFCOM don't handle individual complaints. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: Original landline number not ported across

JimM11 — Fri, 22 Nov 2024 12:56:03 GMT

@Sil8 It sound's like from your post EE have told you that VM are holding onto your number and not releasing it, so what are VM telling you when they are contacted? As long as VM have it then you should also have a quick check that they are not billing you also, been known to happen... And you should also be able to test plugging in the phone to the VM phone socket to make sure the line is dead! OR and VM do not use or cross over with each others connections property wise.

Re: Original landline number not ported across

Sil8 — Fri, 22 Nov 2024 13:22:16 GMT

VM are saying there have been no requests made from EE and the number is there to be ported across. When I call the number I basically get a message saying, 'you have dialled an incorrect number'. I no longer have any services being provided by VM as they all got disconnected due to the onetime switch. Nothing happens when I plug the phone line into the VM wall socket (the hub has been sent back).

Re: Original landline number not ported across

XRaySpeX — Fri, 22 Nov 2024 13:33:16 GMT

@Sil8 wrote:

For the past 2 weeks I have been speaking to customer services who tell me they can't get my number back and to contact my original provider (Virgin Media) to release the number.

Tell CS that you have contacted VM & they say that your no. is ready to ported across; EE has only to make the request for it to completed.

Re: Original landline number not ported across

JimM11 — Fri, 22 Nov 2024 13:36:09 GMT

@Sil8 Well if EE did it right and VM say they did not get it, but they obviously got the BB side fine, the OneTouchSwitch may have let it down, looks like you have to get EE CS to request the landline and for VM to accept, its the catch 22, i can tell you that VM do play hardball with the landline number having personally had to deal with myself. Complaints form that @XRaySpeX has linked above, get onto it now fill as much accurate detail before it gets too late and VM put the number back in the pool..

Re: Original landline number not ported across

Sil8 — Fri, 22 Nov 2024 14:20:01 GMT

That's exactly what I don't understand, why did the BB get switched no problems but it seems to be a huge issue getting the landline ported over?! Also, this is an original BT number which is part of EE.

The last conversation I had with VM they said the number is 'still active', but the line has been 'disconnected', so I no longer get charged. The number is there to be taken across.

The last conversation with EE CS, they said I need to contact VM to fully 'cease' the number and made 'inactive'. Firstly, I am reluctant to do this incase it means I then have no hope of getting the number back and secondly, I don't understand why as a paying customer I am having to get involved to get this sorted out to the extent that I am! Surely this is a business to business issue and should work like when switching energy providers. To say I am really angry about the whole thing is an understatement.

Re: Original landline number not ported across

XRaySpeX — Fri, 22 Nov 2024 14:30:24 GMT

Both EE & BT are part of the BT Group with their own products & systems.

Re: Original landline number not ported across

JimM11 — Fri, 22 Nov 2024 15:03:37 GMT

@Sil8 So from my experience of VM and it took my a good few attempts to sort it, and was eventually the TECH side of VM in the UK that did so, the phone line was original BT and had been with VM for close on 30 years was my Fathers Home, VM took the stand it was there number, so i pointed out to them look it was a BT number before it became a VM number so just give it back, this was all because of the line change over, OR switched the cables, BB was fine but Landline was the issue.

VM and EE are competing companies, if EE say what you have to do and you are reluctant (can see why) but you can at least ask the same of VM support. If you had any other OR to OR isp transfer you may have not had such an issue, who knows.

Re: Original landline number not ported across

Sil8 — Mon, 25 Nov 2024 16:22:59 GMT

Thank you for this information. I am not having much luck with VM, they basically won't speak to me and are saying that my new provider EE needs to make the request from them. I have reiterated that this has been an on going issue since the onetime switch took place - the BB went across fine, but the landline did not. They are asking me things like where did EE send the request etc? I replied I assume the same place they sent the onetime switch for BB as it should've all switched over on the same day!!

How did you get through to VM tech in the UK? I am having no joy with the tech support just reading from a script. I've asked to speak to a manager but have just been placed on hold until I get fed up of waiting.

A complaint has been raised with EE who have escalated it to the migrations team - who still keep saying that I need to contact VM to make the number spare. As per above, I have tried with VM, but without any solid facts from EE I have no information to go back at them with and this is why I am not getting anywhere with this and I am running out of patience.

Re: Original landline number not ported across

JimM11 — Mon, 25 Nov 2024 18:05:04 GMT

@Sil8 Cannot say how i got to them but just through the call to VM help line, was all done in Mar23 that i can see from dad's final bill at the time, but it was all just after the changeover happened, and the number was not done, but that was the only number they house ever had, and dad would have been 84years old at that period, so i was not having ANY off it, but had been dealing with all the VM stuff since Jul 2017 for him. Sorry cannot throw anymore light on it, think VM is pretty much oversea's now, but they must have a UK head office somewhere... Can EE Migrations not supply details of how they deal and contact VM UK wise to you? Now you have gone no one will care...

Re: Original landline number not ported across

Sil8 — Mon, 25 Nov 2024 19:11:49 GMT

I believe there are some offices based in the UK, but it's just how to go about getting through to them. VM are not playing ball, I went back through my emails and found an email from VM stating 'EE has let us know that you're switching your broadband and telephone over to them on the 6th November' along with a switching reference number. I have been on the phone to them yet again, this is proof that EE have in fact contacted them and requested the switch. They are now saying that EE did not request the actual phone number to be ported over to them!!!!

Re: Original landline number not ported across

JimM11 — Mon, 25 Nov 2024 19:16:25 GMT

@Sil8 Just went back to re-read the post start, are you 100% sure that the landline number is not one of VM's own numbers, as they do have there own.

Re: Original landline number not ported across

Sil8 — Mon, 25 Nov 2024 19:44:16 GMT

It is an original BT number, someone did post a link where you can check who owns the number, but I can’t find it right now. EE also confirmed this was the case.
I don’t understand how they can still say that EE haven’t requested the number to be ported, when they’ve confirmed they received the onetime switch instructions in an email. I have now also raised a complaint with VM, who have advised to speak to their export team - however no contact details have been provided other than the standard customer service number.

Re: Original landline number not ported across

JimM11 — Mon, 25 Nov 2024 20:06:25 GMT

@Sil8 Below.

Virgin Media O2 | Our leadership team

VMED O2 UK Limited ( Virgin Media O2 ) is registered in England and Wales. Registration number: 12580944
500 Brook Drive, Reading, United Kingdom, RG2 6UU

Re: Original landline number not ported across

Alibagz — Sun, 01 Dec 2024 19:02:02 GMT

Same here. Trying for months to get my 15 year old landline number reinstated. No chance.

But a strange thing tonight ...ordered the Countryfile calendar. Bank verification passcode required. Put in my old number without thinking. Lo and behold the landline rang. Answered. Pass code received.

Have not told bank of new number, so line obviously still active!

If it did not take an hour to get through to EE, accompanied by that ghastly music, would call them to ask how that happened.

The number is, therefore, still active. Why can EE not give me it back?

Any ideas???

Re: Original landline number not ported across

XRaySpeX — Sun, 01 Dec 2024 19:04:28 GMT

@Alibagz : If your own phone rang you've already got it.

Re: Original landline number not ported across

Alibagz — Sun, 01 Dec 2024 19:20:57 GMT

No! Used mobile (voda) to call old number. No ring. Nothing. Call ended!

Will find complaint form and give it a go!

Not holding my breath! That line MUST still be active!

Re: Original landline number not ported across

Sil8 — Sun, 01 Dec 2024 19:25:32 GMT

So are you saying you got your original landline number back, but no one informed you that it had been reinstated?
I would be interested to hear what happened in your situation and how you have progressed things.

Re: Original landline number not ported across

Alibagz — Sun, 01 Dec 2024 19:42:40 GMT

Well, the bank system obviously rang me, to give verification code, and
landline rang, and I answered it!
But when I tried it from a mobile, no reponse!

Do you fancy ringing the number? Just to see if it works for you!

Alibagz