topic Re: Lost landline number when moving from BT to EE in Broadband & Landline

Lost landline number when moving from BT to EE

Commers — Thu, 25 Apr 2024 12:41:49 GMT

Despite assurances when I spent an hour talking to them in preparation for the transition from BT to EE with Digital Voice, I have lost my home phone number. EE say this is irretrievable but I see moderators have been able to help some customers in similar situations.

This has been one of many mistakes transitioning from BT to EE including; unexpected loss of G-fast and reduction in broadband speed, 2 week wait to port my mobile number, free European roaming promised but not delivered, terrible and inadequate communication particularly by SMS and letter. I must have called their helpdesk a dozen times.

Any chance a moderator can help me resolve this latest (landline) issue? Thanks

Re: Lost landline number when moving from BT to EE

Neil-O — Thu, 25 Apr 2024 14:21:33 GMT

Hi @Commers I'm really sorry to see your number wasn't moved over when you transferred to New EE. I can't make any promises but I'll be happy to check if we can get the number back. I'll send you a private message so you can get in touch.

Thanks

Neil

Re: Lost landline number when moving from BT to EE

JimM11 — Thu, 25 Apr 2024 14:24:02 GMT

@Commers It would be a good idea, to post your starting activation date of the EE broadband, landline numbers when not ported correctly go back into pool and depending on how long they have been there will determine if possible to get your old number back. On your welcome to EE e-mail, is there any mention of keeping your original number, would check ALL those e-mails.

Re: Lost landline number when moving from BT to EE

Bell237 — Thu, 25 Jul 2024 15:17:22 GMT

Hi Neill-O,

I'm in the same boat, EE have lost my number since the switch from BT with any warning!
can you help me to get mine back? 🙏

We run a small business from home and this has decimated our income 😰

EE have said they can’t do anything and now I can’t even get through to anyone. We are beyond frustrated and disappointed…

I would be incredibly grateful if you can do something or recommend anything.

thanks so much

Bella Gregory

Re: Lost landline number when moving from BT to EE

David-M — Thu, 25 Jul 2024 15:27:55 GMT

Hi @Bell237 and thanks for the post.

Is this a residential or business account? How long has it been since the switch? Have you spoken with any of our guides about this? If so what has been tried?

Cheers

David

Re: Lost landline number when moving from BT to EE

Graham624 — Thu, 29 Aug 2024 12:21:34 GMT

I am in the process of moving from BT to EE due to renewal of contract (activation date 6 Sep). They made a total mess up and cancelled my landline. When I contacted them, they said I could have my landline back but with a different number! What is the point of that ! So I said if I can't have my original number back, I won't have a landline.

If anyone from EE can get my original number back, I would be very appreciative.

Re: Lost landline number when moving from BT to EE

JimM11 — Thu, 29 Aug 2024 12:44:49 GMT

@Graham624 See the post link below with the relevant info. Hope it helps.

Forced change of landline number - Page 2 - The EE Community

Re: Lost landline number when moving from BT to EE

simodunn — Tue, 19 Nov 2024 15:04:32 GMT

Hi Neil-O,

I have a similar problem to the above when i moved from BT to EE in November 2023. I was assured that i could keep my old BT land line number which i had for 35 years but this didn't happen and now i am told that it is not possible to have it. I have digital voice.However, i was told by EE recently that my old number is still available.

I would really appreciate it if you can help me with this if possible.

Thank you,

Regards,

Simon

Re: Lost landline number when moving from BT to EE

Mustrum — Tue, 19 Nov 2024 15:12:34 GMT

@simodunn normally the number is available to transfer for 30 days so I suspect you are now too late.

However no one on here has account access, you should give customer services a call to see what can be done.

Re: Lost landline number when moving from BT to EE

JimM11 — Tue, 19 Nov 2024 15:24:29 GMT

@simodunn What is the current state of people you had then, surely after a year they are aware of your new number change and you want to go back now and have all the hassle of the re-change again even if it is possible?

Re: Lost landline number when moving from BT to EE

simodunn — Tue, 19 Nov 2024 15:35:35 GMT

Thank you for your reply. I’ll give that a try.

Sent from my iPhone

Re: Lost landline number when moving from BT to EE

pabp — Fri, 28 Feb 2025 11:58:05 GMT

I was also assured I would have the same landline. The message now says "the number is invalid". BUt I have had no notification as to what our new landline number is?? Very poor service and communication.

Re: Lost landline number when moving from BT to EE

JimM11 — Fri, 28 Feb 2025 12:01:05 GMT

@pabp Call your mobile from your landline and if you do not have one, then a friend that has one, see what number appears in the caller display off the mobile.

Re: Lost landline number when moving from BT to EE

Leanne_T — Fri, 28 Feb 2025 13:29:16 GMT

Hi there @pabp

Thanks for coming to the community.

If you give us a call, the team will get the landline number checked for you and see why the number has changed.

Please let us know how you get on.

Leanne.