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]

@Alibagz Do not post your landline number on the Public Forum.

[JimM11]

@Alibagz You can use the landline, dial your mobile and see what caller number comes up...

[Alibagz]

It doesn't work anyway!

Will ask one of the children to do it!

Will definitely be filling out the complaint form. Let you all know!

Alibagz

[Alibagz]

Tried that. The number shown is the new EE one.

But 1471 tells me an 0800 number which I assume is the bank number which
rang to give verification code. Might have to purchase something else!

The plot thickens!

Alibagz

(new mobile phone user, 70 years!)

[JimM11]

@Alibagz You should be asking, why is the bank calling a landline at all, verification codes should be via Mobile and text, to your Known and Registered mobile number, no where else...

[XRaySpeX]

Many, including banks, give you the choice of:

1. OTP by SMS to a mobile.
2. Spoken OTP on a landline.

[Alibagz]

Thank you! Must have opted for the spoken one, as only have had a mobile
for a week! Still learning!

Will do a complaint and tell EE the line is still active, so may I have it
back!

Let everyone know the result.

Alibagz