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? 

[XRaySpeX]

OFCOM don't handle individual complaints. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[JimM11]

@Sil8 It sound's like from your post EE have told you that VM are holding onto your number and not releasing it, so what are VM telling you when they are contacted? As long as VM have it then you should also have a quick check that they are not billing you also, been known to happen... And you should also be able to test plugging in the phone to the VM phone socket to make sure the line is dead! OR and VM do not use or cross over with each others connections property wise.

[Sil8]

VM are saying there have been no requests made from EE and the number is there to be ported across.  When I call the number I basically get a message saying, 'you have dialled an incorrect number'. I no longer have any services being provided by VM as they all got disconnected due to the onetime switch.  Nothing happens when I plug the phone line into the VM wall socket (the hub has been sent back).  

[XRaySpeX]

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@Sil8 wrote:

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.  

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Tell CS that you have contacted VM & they say that your no. is  ready to ported across; EE has only to make the request for it to completed.

[JimM11]

@Sil8 Well if EE did it right and VM say they did not get it, but they obviously got the BB side fine, the OneTouchSwitch may have let it down, looks like you have to get EE CS to request the landline and for VM to accept, its the catch 22, i can tell you that VM do play hardball with the landline number having personally had to deal with myself. Complaints form that @XRaySpeX has linked above, get onto it now fill as much accurate detail before it gets too late and VM put the number back in the pool..

[Sil8]

That's exactly what I don't understand, why did the BB get switched no problems but it seems to be a huge issue getting the landline ported over?!   Also, this is an original BT number which is part of EE.

The last conversation I had with VM they said the number is 'still active', but the line has been 'disconnected', so I no longer get charged.  The number is there to be taken across.  

The last conversation with EE CS, they said I need to contact VM to fully 'cease' the number and made 'inactive'.  Firstly, I am reluctant to do this incase it means I then have no hope of getting the number back and secondly, I don't understand why as a paying customer I am having to get involved to get this sorted out to the extent that I am! Surely this is a business to business issue and should work like when switching energy providers.  To say I am really angry about the whole thing is an understatement. 

[XRaySpeX]

Both EE & BT are part of the BT Group with their own products & systems.

[JimM11]

@Sil8 So from my experience of VM and it took my a good few attempts to sort it, and was eventually the TECH side of VM in the UK that did so, the phone line was original BT and had been with VM for close on 30 years was my Fathers Home, VM took the stand it was there number, so i pointed out to them look it was a BT number before it became a VM number so just give it back, this was all because of the line change over, OR switched the cables, BB was fine but Landline was the issue.

VM and EE are competing companies, if EE say what you have to do and you are reluctant (can see why) but you can at least ask the same of VM support. If you had any other OR to OR isp transfer you may have not had such an issue, who knows.

[Sil8]

Thank you for this information.  I am not having much luck with VM, they basically won't speak to me and are saying that my new provider EE needs to make the request from them.  I have reiterated that this has been an on going issue since the onetime switch took place - the BB went across fine, but the landline did not.  They are asking me things like where did EE send the request etc? I replied I assume the same place they sent the onetime switch for BB as it should've all switched over on the same day!!

How did you get through to VM tech in the UK?  I am having no joy with the tech support just reading from a script.  I've asked to speak to a manager but have just been placed on hold until I get fed up of waiting.

A complaint has been raised with EE who have escalated it to the migrations team - who still keep saying that I need to contact VM to make the number spare.  As per above, I have tried with VM, but without any solid facts from EE I have no information to go back at them with and this is why I am not getting anywhere with this and I am running out of patience.