topic Re: Moving from BT to EE changed our landline number - how to get it back? in Broadband & Landline

Moving from BT to EE changed our landline number - how to get it back?

Ali_C — Wed, 31 Jan 2024 20:02:45 GMT

We changed from BT Broadband to EE Broadband on 29 Jan 2024.

We opted keep a landline so that elderly family members could continue to reach my wife and I.

The switch involved a change from PSTN to Digital Home Phone.

However in the process, they've changed our landline number, and our family can no longer call us. 📵

(The old BT contact was in my name. The new EE contact is in my wife's name. This was recommended by EE shop sales rep.)

Do you have experience / advice in how we can get the old landline number back?

Re: Moving from BT to EE changed our landline number - how to get it back?

Schockwave — Thu, 01 Feb 2024 15:30:02 GMT

Hello @Ali_C ,

Welcome to the community,

I would suggest speaking to customer service and see what they can do for you, otherwise the only other thing I can suggest, is to let your family know your new number, which they can write down or put in their phone if they have the opportunity to press one of the quick dial numbers, which most landline phones should have.

Re: Moving from BT to EE changed our landline number - how to get it back?

Paddy-B — Thu, 01 Feb 2024 16:46:34 GMT

Hi @Ali_C,

Thank you for posting. I'm sorry you've lost your number and part of your move over to EE. If you send me your details, I'll take a look to see what can be done to get your number back.

I have sent you a private message with instructions on how to contact the team.

Thanks,

Paddy

Re: Moving from BT to EE changed our landline number - how to get it back?

Lornam2 — Tue, 20 Feb 2024 21:36:10 GMT

Paddy -B I'm in the same boat, got up and running at the end of January with what I was told would be my old landline number, but when I checked I have a new number and a non local area code. EE tried to get my number back but told me they can't do it, and I don't understand why. Can you advise me who to contact to try again?

Re: Moving from BT to EE changed our landline number - how to get it back?

Neil-O — Wed, 21 Feb 2024 16:13:39 GMT

Hi @Lornam2 Welcome to the community and thanks for posting, who was the number with previously and was this active when you transferred to EE? I'll send you a private message so you can get in touch with your details, I can't make any promises at the moment without looking into it further.

Thanks

Neil

Re: Moving from BT to EE changed our landline number - how to get it back?

Lornam2 — Wed, 21 Feb 2024 17:54:11 GMT

Hi, it was plusnet. I tried to put my account on hold but it wasn't possible so I had to cancel it. I would have gone back to them but they don't do landlines now. Both plusnet and BT said my old number was still available.

Re: Moving from BT to EE changed our landline number - how to get it back?

Lornam2 — Wed, 21 Feb 2024 17:57:28 GMT

I should add my account was closed for a year as a flood meant the house had to have major work done .

Re: Moving from BT to EE changed our landline number - how to get it back?

Neil-O — Wed, 21 Feb 2024 18:01:05 GMT

Hi @Lornam2 I'm afraid in this instance it won't be possible to get your number back, sorry. We have a 30-day window to move a stopped PSTN (Copper) landline number over to the digital home phone service. If it was stopped a year ago then it won't be possible.

Neil

Re: Moving from BT to EE changed our landline number - how to get it back?

Lornam2 — Thu, 22 Feb 2024 11:09:27 GMT

But if the number is still available, it hasn't been reallocated to someone else, then how is it not possible to give it back to me? It came from plusnet, who are BT?

Re: Moving from BT to EE changed our landline number - how to get it back?

rogerhumphry — Tue, 25 Jun 2024 16:12:56 GMT

Hello

I am transferring tomorrow.

I am a Doctor on call for the local hospital so it would be really important that my landline number is retained. Can this be retrieved tomorrow ?

Re: Moving from BT to EE changed our landline number - how to get it back?

XRaySpeX — Tue, 25 Jun 2024 16:15:52 GMT

@rogerhumphry : Did you include it with your order for BB?

This user discussion forum can have no access to your specific account. You need to raise this with CS.

Re: Moving from BT to EE changed our landline number - how to get it back?

Stephendavies10 — Thu, 09 Jan 2025 09:01:51 GMT

My brother in law has had the same happen to him after switching his broadband to EE from sky even though his telephone was through BT what should he do

Re: Moving from BT to EE changed our landline number - how to get it back?

Peter_W — Thu, 09 Jan 2025 11:07:34 GMT

Good morning @Stephendavies10.

Welcome to the EE Community!

Do you know if your brother in-law requested to keep the number when switching over from Sky, or when you mention it being with BT, is this phone service still active?
Peter

Re: Moving from BT to EE changed our landline number - how to get it back?

XRaySpeX — Thu, 09 Jan 2025 11:26:25 GMT

@Stephendavies10 :Was his BB with Sky hosted on his BT landline or was it BB w/out landline (SoGEA)? If it was the latter that was moved then his BT landline should not have touched. A similar thing happened to me this week.

He needs to raise a fault report with BT, the provider of the line, not EE, which he can do online. They got it back for me in 2 days.

Re: Moving from BT to EE changed our landline number - how to get it back?

Lyrehc3944 — Tue, 21 Jan 2025 19:11:36 GMT

I have had my elderly parents contact me today with their new landline number and are absolutely distraught that their old landline number that they have had for years has been changed without their consent and have lost the only point of contact with their old friends and family members. I am following this with interest and am about to email the CEO. They have lost their lifelong friends in the blink of an eye. And to the person who have responded to the initial post, where they find themselves in the same position as my elderly parents, to say let them know your new number is appalling.

Re: Moving from BT to EE changed our landline number - how to get it back?

Lyrehc3944 — Tue, 21 Jan 2025 19:12:50 GMT

Could you please send this onto myself too please so that I can try and fight for my parents number to be reinstated.

Re: Moving from BT to EE changed our landline number - how to get it back?

Michael_D — Wed, 22 Jan 2025 08:25:19 GMT

Hi @Lyrehc3944

Welcome to the community.

I know how important it would be for your parents to maintain the same number.

When was it that they transferred over to EE?

Have they spoken to our customer service guides to discuss the number being changed?

Michael