Am I going mad?

[RuthM1963]

I moved to BT from Virgin over a year ago as I wished to keep my landline phone. It's a very long story but after 3 new routers (BT told us that was why we kept dropping services - always on a Friday night) we finally got a router that seemed to work. This followed a 4 hour visit from a engineer.  We asked to keep the same landline phone number specifically but that didn't happen. Nor did they tell us what the new number was until trying to call my other half at home one day, realised the line was dead. I had to go home, pick up the landline and dial my mobile to see what the number was.  Poor administration. 

Moving new mobile phones brought the same experience . They wanted me to take on a new number. I said no, and wasn't leaving the BT EE shop until my old mobile number was transferred. Or I was out of total comms with a huge amount of people who may only know the landline number too.

Emails and texts come in inviting me to check my bill. Only the page doesn't come up and I get a weird message about the client being rerouted.

Should it be this difficult? Easier to fly to the Moon perhaps or am I going mad?

[Peter_W · Accepted solution]

Hi there @RuthM1963, welcome to the EE Community.

Thanks for taking the time to share the details of your experience when switching, too.

I'm glad to hear that you managed to find a router that worked for you in the end, but I appreciate this has been far from the best experience for switching. 

When it comes to keeping your number, on mobile you will always be provided with a new number when the line is first set up, but you can bring your number over from another network at any point using a code called a PAC.

With BT we can even set this up at the point of sale, so once your EE SIM first hits our network this will initiate the transfer and it'll switch over on the next working day.

For landlines we'll always aim to help you bring this over too, but it's not something we're able to guarantee and can depend when it was you left your previous provider. 

We would always recommend reaching out to our technical team, and they'll be able to make sure we've looked into every option available to help.

Peter