topic Re: Broadband and VOIP Landine Number in Broadband & Landline

Broadband and VOIP Landine Number

Graham_Howlett — Fri, 15 Aug 2025 09:14:01 GMT

I ordered Broadband with VOIP landline on 18/06/25 and am still trying to get this completed as at 15/08/25. I finally got my broadband activated on 30/07/25 and the landline a couple of days later but with a new number despite being assured I would keep my original one. There have been at least 3 attempts by EE to order a renumber of my landline but these keep failing due to system errors. Despite many promises regarding being called back by "guides" this just doesn't happen and I cannot make EE understand that raising new orders just doesn't work without the root source of the system problem being identified and corrected. To date, I have spent well over 8 hours on actual phone calls but I cannot find a way to escalate these issues to someone who actually wants to resolve them. I have two problems - 1) The renumber of my landline back to its original. 2) The resetting of my charges back to the original order placed on the 18/6/25. I contracted to pay a total of £51.99 per month in June but am being billed £57.99 as prices rose in July. There are many other issues but too numerous to mention here.

Re: Broadband and VOIP Landine Number

XRaySpeX — Fri, 15 Aug 2025 11:53:32 GMT

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

Re: Broadband and VOIP Landine Number

Graham_Howlett — Fri, 15 Aug 2025 14:08:10 GMT

I'm aware of the formal complaints procedure, thanks, but I'd like to progress my problems with a specialist team which, sadly, seems to have been disbanded as I cannot contact them on the 0808 *** **** number.

[Mod edit: Removed 0808 number. To avoid other users thinking it may work]

Re: Broadband and VOIP Landine Number

Christopher_G — Fri, 15 Aug 2025 14:12:08 GMT

Hi @Graham_Howlett

If you fill in the complaint form that @XRaySpeX posted, a specialist team will look into your queries and contact you directly to discuss it.

I hope you manage to find a resolution with them.

Just to let you know, I've removed the 08 number from your post as I can't see it published on our website.

Thanks

Chris

Re: Broadband and VOIP Landine Number

XRaySpeX — Fri, 15 Aug 2025 14:16:21 GMT

@Christopher_G wrote:
I've removed the 08 number from your post as I can't see it published on our website.

Anyway calls to this no. are barred from my phone even when I reveal my Caller ID.

Re: Broadband and VOIP Landine Number

Graham_Howlett — Fri, 15 Aug 2025 16:31:42 GMT

Thanks for that. I'll give it a try. Fingers crossed that I'll be contacted. The 0808 number came up when I "googled" how to escalate a complaint.

Re: Broadband and VOIP Landine Number

Leanne_T — Fri, 15 Aug 2025 17:30:25 GMT

Thanks for coming back to us @Graham_Howlett

All our current contact numbers can be found on the Contact Us page.

Please keep us updated with how you get on after the complaints guide gets in touch 🙂

Leanne.

Re: Broadband and VOIP Landine Number

Graham_Howlett — Fri, 15 Aug 2025 17:40:45 GMT

Hi Leanne_T. I've now completed the complaint form. I'm due a call back on Monday between 2pm and 4pm from the "connections" team (not complaints) so I'll see if that happens. I'll refer them to my online complaint if the response is negative. I'm hoping they will finally resolve the issue but I don't hold out much hope without some kind of senior intervention. My fear is that they'll say my original landline number is not available and that I have to contact countless people to advise of the number change. It seems as though there is plot by EE not to keep original landline numbers but I hope I'm wrong. I'll keep in touch.

Re: Broadband and VOIP Landine Number

Leanne_T — Fri, 15 Aug 2025 17:47:49 GMT

Thanks @Graham_Howlett

I hope you find a solution when the connections team get in touch on Monday.

Have a nice weekend.

Leanne.

Re: Broadband and VOIP Landine Number

Graham_Howlett — Mon, 18 Aug 2025 14:58:02 GMT

Hi Leanne. Just to let you know that I've been contacted by a member of the Executive Complaints team this afternoon who has now taken up my case and advised that she will handle my complaint(s) personally and that I can contact her directly until the issues are resolved. Many thanks to the forum team for their help and I'll advise you of the eventual outcome.

Re: Broadband and VOIP Landine Number

Leanne_T — Mon, 18 Aug 2025 15:11:56 GMT

Thanks so much for coming back and letting me know @Graham_Howlett

I hope everything is resolved soon for you 🙂

Leanne.

Re: Broadband and VOIP Landine Number

Graham_Howlett — Fri, 05 Sep 2025 13:35:48 GMT

I'm pleased to report that this has now been brought to a satisfactory conclusion. Once Sarah from Executive Complaints was handed the complaint my treatment could not have been bettered. I was treated with respect and kept up to date with all aspects of the case. She always rang when promised and liaised with others so I didn't have to make further calls myself. A personal thank you to Sarah for her professionalism.

Re: Broadband and VOIP Landine Number

Christopher_G — Fri, 05 Sep 2025 15:41:32 GMT

I'm pleased to hear that Sarah was able to help get this sorted in such a manner, @Graham_Howlett

Thank you for coming back to let us know.

Have a great weekend.

Chris