Original landline number not ported across

[Sil8]

Hi 

I am a new customer to EE with broadband and landline, when instructing EE, I specifically asked to keep my original landline number which I have had for over 30 years.  The installation took place on 6/11/24, and I was told the landline number switchover would automatically take place within 15 mins.  I tested the landline to check it was working only to find I had been given a new number - even though I had specified on several occasions that I wanted to keep my original number.  For the past 2 weeks I have been speaking to customer services who tell me they can't get my number back and to contact my original provider (Virgin Media) to release the number.  I have spent hours on the phone between EE and VM who are basically passing the buck between each other.  I am fed up that no one is taking ownership of this and sorting it out and just want my original number back.  How can I make a formal complaint in order to take this to Ofcom?  Can anyone help please? 

[JimM11]

@Sil8 Cannot say how i got to them but just through the call to VM help line, was all done in Mar23 that i can see from dad's final bill at the time, but it was all just after the changeover happened, and the number was not done, but that was the only number they house ever had, and dad would have been 84years old at that period, so i was not having ANY off it, but had been dealing with all the VM stuff since Jul 2017 for him. Sorry cannot throw anymore light on it, think VM is pretty much oversea's now, but they must have a UK head office somewhere... Can EE Migrations not supply details of how they deal and contact VM UK wise to you? Now you have gone no one will care...

[Sil8]

I believe there are some offices based in the UK, but it's just how to go about getting through to them.  VM are not playing ball, I went back through my emails and found an email from VM stating 'EE has let us know that you're switching your broadband and telephone over to them on the  6th November' along with a switching reference number.  I have been on the phone to them yet again, this is proof that EE have in fact contacted them and requested the switch.  They are now saying that EE did not request the actual phone number to be ported over to them!!!!

[JimM11]

@Sil8 Just went back to re-read the post start, are you 100% sure that the landline number is not one of VM's own numbers, as they do have there own.

[Sil8]

It is an original BT number, someone did post a link where you can check who owns the number, but I can’t find it right now. EE also confirmed this was the case. 
I don’t understand how they can still say that EE haven’t requested the number to be ported, when they’ve confirmed they received the onetime switch instructions in an email. I have now also raised a complaint with VM, who have advised to speak to their export team - however no contact details have been provided other than the standard customer service number. 

[JimM11]

@Sil8 Below.

Virgin Media O2 | Our leadership team

VMED O2 UK Limited ( Virgin Media O2 ) is registered in England and Wales. Registration number: 12580944
500 Brook Drive, Reading, United Kingdom, RG2 6UU

[Alibagz]

Same here. Trying for months to get my 15 year old landline number reinstated. No chance.

But a strange thing tonight ...ordered the  Countryfile calendar. Bank verification passcode required. Put in my old number without thinking. Lo and behold the landline rang. Answered.  Pass code received.

Have not told bank of new number, so line obviously still active!

If it did not take an hour to get through to EE, accompanied by that ghastly music, would call them to ask how that happened. 

The number is, therefore, still active. Why can EE not give me it back?

Any ideas???

[XRaySpeX]

@Alibagz : If your own phone rang you've already got it.

[Alibagz]

No! Used mobile (voda) to call old number. No ring. Nothing. Call ended!

Will find complaint form and give it a go!

Not holding my breath! That line MUST still be active!

[Sil8]

So are you saying you got your original landline number back, but no one informed you that it had been reinstated? 
I would be interested to hear what happened in your situation and how you have progressed things. 

[Alibagz]

Well, the bank system obviously rang me, to give verification code, and
landline rang, and I answered it!
But when I tried it from a mobile, no reponse!

Do you fancy ringing the number? Just to see if it works for you!

Alibagz