topic Re: To port your original landline number that's gone digital to another provider in Broadband & Landline

To port your original landline number that's gone digital to another provider

bindi000 — Fri, 01 Mar 2024 17:47:06 GMT

Hello I recently joined EE/BT but I am in the process to move to another provider with my original landline number being ported within the cooling off period however EE/BT installed fiber optic to make my landline digital. When my new provider attempted to port my original landline number EE/BT refused to port the number to the new provider because now they own my original landline number. I was never informed of this when I joined EE/BT. I would be most grateful if anyone can give advice when EE/BT ported my original landline number from my previous provider. I feel trapped if I move to another provider EE/BT will not release my original landline number and being forced to stay with them. Is their action legal in the end if I want to retain my original landline number I have to stay with them at what ever cost for the landline number. Thank you

Re: To port your original landline number that's gone digital to another provider

XRaySpeX — Fri, 01 Mar 2024 19:32:46 GMT

@bindi000 : Are you trying to port it to a provider who only does physical landlines or to a BB plan that uses physical landlines, i.e. FTTC Fibre?

Re: To port your original landline number that's gone digital to another provider

Mustrum — Fri, 01 Mar 2024 19:30:01 GMT

@bindi000 you should be able to port your number to another provider, although it will need to be a digital provider.

Can you let us know some more details, when did the transfers happen and who is the new supplier as that may help get to the bottom of the issue. Some suppliers do not try very hard to transfer numbers, and blame the existing supplier for not releasing the number, although the situation has been improving.

Re: To port your original landline number that's gone digital to another provider

bindi000 — Fri, 01 Mar 2024 21:02:49 GMT

Hello

Thank you for getting back to me.

On the 15 February 2024 I contacted Sky to be my new provider for broadband and to port my original landline number within the cooling off period for EE/BT. Sky advised they will automatically contact EE/BT to notify them and to request to port my original landline number. Sky checked their system they were able to port my original landline number.

The broadband and my original landline number was set to be transferred 0n 29 February 2024 but I got an email from Sky on 27 February 2024 to contact them when I did telephoned Sky on 24 February they informed me EE/BT refused and cancelled to port the original landline number to Sky which is totally unreasonable.

Can you help for me to go to Sky and to port my original landline number as Sky offer digital landline service.

Thank you so much.

Kind regards

Bindi

Re: To port your original landline number that's gone digital to another provider

bindi000 — Fri, 01 Mar 2024 21:04:34 GMT

Hello

Thank you for getting back to me.

On the 15 February 2024 I contacted Sky to be my new provider for broadband and to port my original landline number within the cooling off period for EE/BT. Sky advised they will automatically contact EE/BT to notify them and to request to port my original landline number.Sky checked their system they were able to port my original landline number.

Can you help for me to go to Sky and to port my original landline number as Sky offer digital landline service.

Thank you so much.

Kind regards

Bindi

Re: To port your original landline number that's gone digital to another provider

bindi000 — Fri, 01 Mar 2024 21:17:51 GMT

Hello

Please can you let me know can ee/bt refuse to allow you to port your original landline number to a new provider who are also offering digital fibre optic broadband and digital landline. Is it part of ee/bt terms and conditions to refuse porting your original landline number. Is this lawful.

Thank you

Bindi

Re: To port your original landline number that's gone digital to another provider

bindi000 — Fri, 01 Mar 2024 23:47:01 GMT

Hello

Thank you for your response.

Sky is the provider who offers fibre optic for BB and landline when I joined EE/BT they only offered fibre optic BB and digital landline (phone line) which they ported from Sky to take over but I have such bad experience with EE/BT. Sky offered a good deal to me so I went back Sky it is EE/BT refusing to port (I give back) my original landline number which I need to keep. I checked with Ofcom which states you are entitled to port your old telephone number to a new provider.

Please can you help me what to do to get my old number back.

Thank you

Re: To port your original landline number that's gone digital to another provider

XRaySpeX — Sat, 02 Mar 2024 00:01:14 GMT

If, as you say, Sky are now offering a digital landline you should be able to port your no. to them.

My original Q relates to whether Sky were offering physical analogue landlines. In which you couldn't port as OR are no longer installing new physical landline nos.

Re: To port your original landline number that's gone digital to another provider

bindi000 — Sat, 02 Mar 2024 00:05:49 GMT

Sky is offering digital fibre optic for BB and landline ( phone number) same as EE/BT therefore I cannot see why there is a problem to port from EE/BT to Sky.

Thank you

Re: To port your original landline number that's gone digital to another provider

bindi000 — Sat, 02 Mar 2024 02:01:12 GMT

Hello

Thank you for getting back to me.

On the 15 February 2024 I contacted Sky to be my new provider for broadband and to port my original landline number within the cooling off period for EE/BT. Sky advised they will automatically contact EE/BT to notify them and to request to port my original landline number.Sky checked their system they were able to port my original landline number.

Can you help for me to go to Sky and to port my original landline number as Sky offer digital landline service.

Thank you so much.

Kind regards

Bindi

Re: To port your original landline number that's gone digital to another provider

Schockwave — Sat, 02 Mar 2024 13:12:12 GMT

@bindi000 , this is not customer service, we can only advise, hope you have read the other replies, you will have to speak to customer service and see what they say and see why EE will not allow the transfer and also speak to Sky. Pity you did not enquire and check everything before changing over to EE and then wanting to change to Sky first.

Re: To port your original landline number that's gone digital to another provider

bindi000 — Sat, 02 Mar 2024 15:46:26 GMT

Hello

Thank you for your message.

Before joining BT/EE I did previously speak with customer service asked during the cooling off period I have the option to move to another provider taking my old landline to another provider they ensured me it can be ported to another provider. However due to receiving poor service I contacted Sky also was advise they can port the old landline number. The is issue is with BT/EE not releasing the number and misleading response from their staff which I have submitted a complaint.

Thank you

Re: To port your original landline number that's gone digital to another provider

Mustrum — Sat, 02 Mar 2024 16:44:00 GMT

@bindi000 when did your EE service go live and when did you cancel the EE service?

If you did not cancel the service then EE will have refused Sky's request as you were still in contract.

I don't understand how you got an email on the 27th, but you called on the 24th?

Re: To port your original landline number that's gone digital to another provider

bindi000 — Sat, 02 Mar 2024 17:56:06 GMT

Hello

Thank you for your message

On 16 Jan 2024 joined EE/BT asked for my old landline number to be moved over. On 31 Jan 2024 the engineer came installed fibre optic he told me by midnight I will get my old telephone number. I went live on 31 Jan 2024 but was given a new landline which I did not asked for so I had to call customer service to update my landline number I was told it will take up to 3 to 5 days which it did not. I was not happy with the service then on 15 Feb contacted Sky to move back to them they advised me not to cancel my contract with EE/BT they will contact them directly they also checked on their system they are able to port the old landline number. Sky emailed me confirming the take over date was 29 Feb 2024 and I also received an email from EE/BT saying sorry you are leaving. Some thing has gone wrong not sure why as Sky advised it is straight forward switch over and I was also advised from BT/EE I can move to another provider with my BB and old landline number to be ported.

My apologies when I got the email from Sky regarding they could not take over I called them on 27 Feb not 24 Feb.

Thank you

Re: To port your original landline number that's gone digital to another provider

Mustrum — Sat, 02 Mar 2024 19:04:50 GMT

@bindi000 Ah OK, I understand a bit more now. The vast majority of times transfers go smoothly, alas when they do go wrong it can be very difficult to get things sorted. As mentioned this is not customer services, so all I can suggest is calling the Broadband Care Team to see if they can help - and to check you can still leave without early termination charges.

In the mean time I will tag a couple of people who may be able to get in touch to get some more info - @Robbie-Mac @Neil-O

Also just wondering what issues you were having with your EE service to decide to move so quickly - apart from the landline number taking a little longer than it should have and which provider you had before?

Re: To port your original landline number that's gone digital to another provider

bindi000 — Sat, 02 Mar 2024 19:22:32 GMT

Hello

Thank you for your message.

I have spoken with BT/EE they said I will not incur leaving charge as I submitted to leave during the cooling off period. EE/BT technical staff said I should ask Sky to port the old landline number and BB again however another technical staff informed me that I cannot port a DV line to another provider. Is this correct or I can port my old landline number. I am getting different answers when I call EE/BT I hope I can get this resolved before I ask Sky who I was with previously to take over the service.

Thank you

Re: To port your original landline number that's gone digital to another provider

bindi000 — Tue, 05 Mar 2024 19:00:55 GMT

Hello

I hope you can help regarding porting my original landline number which is the correct process to port the landline keeping the original telephone number is for Sky to request transfer which they will port of the landline including the number or they have to request to port working take over as I have been getting mix information which is the correct process.

I hope you can help.

Thanks

Re: To port your original landline number that's gone digital to another provider

bindi000 — Tue, 05 Mar 2024 19:10:57 GMT

Hello

I hope you can help.

Thanks

Re: To port your original landline number that's gone digital to another provider

Mustrum — Tue, 05 Mar 2024 20:14:56 GMT

@bindi000 you just need to leave it to Sky, they should be able to arrange the transfer of broadband and phone number.

Ideally give them a call and make sure they have all the details they need.

Hope it get sorted soon.

Re: To port your original landline number that's gone digital to another provider

bindi000 — Tue, 05 Mar 2024 20:34:43 GMT

Thank you for your help 👍