topic Re: Service Not Ready in Broadband & Landline

Service Not Ready

Twonkynuts — Sat, 18 Apr 2026 08:42:30 GMT

Hi,

I left EE for Sky with Sky advising me that they can transfer my old landline number. Then after moving across to Sky they told me they were unable to take my landline number. I need my landline number for my work. I spoke to EE and was told if I return to them they can return my landline number to me. I returned to EE on the 19th March. I received an email advising me that on the 1st April my new number (my original landline number) was now working. Since that date I have lost connection to my landline with the router stating Service Not Ready. When I ring my landline number it goes straight to voicemail. I have been on endless hours of conversation with EE without success. Each day is costing me money with lost income.

Any ideas on how to progress this to get landline bank?

Thanks. Paul.

Re: Service Not Ready

XRaySpeX — Sat, 18 Apr 2026 09:21:16 GMT

Only by calling CS & enquiring why your landline no. is not working.

Re: Service Not Ready

Twonkynuts — Sat, 18 Apr 2026 09:26:49 GMT

That doesn't seem to work?

Re: Service Not Ready

Mustrum — Sat, 18 Apr 2026 10:05:55 GMT

@Twonkynuts you could follow the complaint process and hopefully get things escalated, or go direct and write to the CEO. https://ee.co.uk/help/contact-ee/complaint

However, once a number goes back into the system it only remains available for 30 days before the computer says no. It sounds like you have already passed that deadline.

Re: Service Not Ready

Twonkynuts — Sat, 18 Apr 2026 10:35:29 GMT

Many thanks for your reply. I have raised it as a complaint but still nothing. I will try the CEO.

They have told me that my number is reserved for me, it went from a dead line to going to an answering service so I think it's still live and is showing as with BT.

Re: Service Not Ready

Leanne_T — Sat, 18 Apr 2026 11:53:35 GMT

Hi there @Twonkynuts

Thanks for coming to the community.

If you have raised a complaint, once this has been looked into one of our executive complaints guides will be in touch to discuss the account with you and see what options are available.

You can find more details about our complaints process, in the complaints code of practice.

Thanks.

Leanne.

Re: Service Not Ready

Twonkynuts — Sat, 18 Apr 2026 12:02:47 GMT

Thanks Leanne,

A complaint was raised on the 2nd April and I haven't received any reply?

Re: Service Not Ready

Leanne_T — Sat, 18 Apr 2026 12:21:25 GMT

Hi @Twonkynuts

Was this done over the phone or online? Have you spoken to our broadband tech guides since the complaint was raised for an update?

Leanne.

Re: Service Not Ready

Twonkynuts — Sat, 18 Apr 2026 12:24:36 GMT

Initially it was done online. Yes I have been constantly in contact with support, each time telling me it will be resolved within 72 hours. The last person I spoke to raised a complaint again and then wanted to close it down. I told him to leave it open. He said it would be completed yesterday 🙄

Re: Service Not Ready

Leanne_T — Sat, 18 Apr 2026 12:30:03 GMT

I see, thanks @Twonkynuts

I've sent you a private message to get some details.

Leanne.

Re: Service Not Ready

Twonkynuts — Sat, 18 Apr 2026 12:33:10 GMT

Thank you