No landline and no mobile phone

[beetroots2]

Hi everyone. 

I have no landline , it is dead. I am wondering if this is linked to recent contract renewal with EE. Checked plan it says my landline number is the same as it always has. But have they just cut my phone line and used the line for broadband? 

It is very difficult now as I lost my mobile last night, rang EE from a friend's phone ( had to drive 3 miles)  as it was a Saturday night everyone out - and they only offered to send out a new sim next day ( which I now think I will be charged for) . And blocked my phone for safety.

I then recovered phone  ( it was in someone else's house) and tried to call EE to unblock it but it was after 9pm and they don't seem to offer any service after that. 

I can't message EE as they seem to have taken off their BOT. The one time I need it ! No phone to call them or get texts.  

Is the only thing I can do , wait for SIM to arrive tomorrow. Then call 150 to try and resolve my landline issue? Is it common for salespeople at EE to drop your landline ? The thing is I dont think I used it until now.... BT have no record of my number which is very worrying. I have had the number for 22 years and don't want to lose it. 

[James_B]

Hi @beetroots2,

Welcome to the EE Community. 🙂

Sorry, it isn't possible to reactivate a SIM once it has been reported lost. You'll need to wait for your replacement to arrive.

When you renewed your Broadband, did you choose a package that doesn't include a landline?

James

[beetroots2]

Hi James
Thanks, I have been to an EE shop this morning and they confirmed I would
have to wait for the SIM. I was told between 8am and 12pm. It's now 12.32
and nothing has arrived.
With the landline, yes it is in the package, EE provide the line which they
must rent from BT. There is an issue with connection so they are getting
BT engineers to investigate. However they won't be able to book an
appointment until I get my phone back working. Or they may try emailing me.
So not ideal but with time my issues will be sorted.
With the landline I get compensation if they cannot sort within 48 hours. I
will in future have to keep occasionally testing my landline to see if it
works. When I really needed it , it wasn't!!
May thanks for your response to my question.

[James_B]

Thanks for the update @beetroots2

James

[XRaySpeX]

@beetroots2 : Which BB package are you on (the full name please)?

You say your landline isn't working. Does that mean you get no dial tone when you dial out?

Is your BB working? At its full speed?

What was this contract renewal you did? BB contracts don't need renewing; they just carry on after the min. term on a 14-day notice basis.

[pip11]

It has nothing to do with BT. If anybody it is Openreach and may be a mistake by EE on a renewal of contract.