Moving from BT to EE changed our landline number - how to get it back?

[Ali_C]

We changed from BT Broadband to EE Broadband on 29 Jan 2024.

We opted keep a landline so that elderly family members could continue to reach my wife and I.

The switch involved a change from PSTN to Digital Home Phone.

However in the process, they've changed our landline number, and our family can no longer call us. 📵

(The old BT contact was in my name. The new EE contact is in my wife's name. This was recommended by EE shop sales rep.)

Do you have experience / advice in how we can get the old landline number  back? 

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[XRaySpeX]

@rogerhumphry : Did you include it with your order for BB?

This user discussion forum can have no access to your specific account. You need to raise this with CS.

[Stephendavies10]

My brother in law has had the same happen to him after switching his broadband to EE from sky even though his telephone was through BT what should he do

[Peter_W]

Good morning @Stephendavies10.

Welcome to the EE Community!

Do you know if your brother in-law requested to keep the number when switching over from Sky, or when you mention it being with BT, is this phone service still active?
Peter

[XRaySpeX]

@Stephendavies10 :Was his BB with Sky hosted on his BT landline or was it BB w/out landline (SoGEA)? If it was the latter that was moved then his BT landline should not have touched. A similar thing happened to me this week. 

He needs to raise a fault report with BT, the provider of the line, not EE, which he can do online. They got it back for me in 2 days.

[Lyrehc3944]

I have had my elderly parents contact me today with their new landline number and are absolutely distraught that their old landline number that they have had for years has been changed without their consent and have lost the only point of contact with their old friends and family members. I am following this with interest and am about to email the CEO. They have lost their lifelong friends in the blink of an eye. And to the person who have responded to the initial post, where they find themselves in the same position as my elderly parents, to say let them know your new number is appalling. 

[Lyrehc3944]

Could you please send this onto myself too please so that I can try and fight for my parents number to be reinstated. 

[Michael_D]

Hi @Lyrehc3944 

Welcome to the community.

I know how important it would be for your parents to maintain the same number. 

When was it that they transferred over to EE?

Have they spoken to our customer service guides to discuss the number being changed?

Michael