Service Not Ready

[Twonkynuts]

Hi, 

I left EE for Sky with Sky advising me that they can transfer my old landline number. Then after moving across to Sky they told me they were unable to take my landline number. I need my landline number for my work. I spoke to EE and was told if I return to them they can return my landline number to me. I returned to EE on the 19th March. I received an email advising me that on the 1st April my new number (my original landline number) was now working. Since that date I have lost connection to my landline with the router stating Service Not Ready. When I ring my landline number it goes straight to voicemail. I have been on endless hours of conversation with EE without success. Each day is costing me money with lost income. 

Any ideas on how to progress this to get landline bank? 

Thanks. Paul.

[XRaySpeX]

Only by calling CS & enquiring why your landline no. is not working.

[Twonkynuts]

That doesn't seem to work? 

[Mustrum]

@Twonkynuts   you could follow the complaint process and hopefully get things escalated, or go direct and write to the CEO.  https://ee.co.uk/help/contact-ee/complaint 

However, once a number goes back into the system it only remains available for 30 days before the computer says no. It sounds like you have already passed that deadline.

[Twonkynuts]

Many thanks for your reply. I have raised it as a complaint but still nothing. I will try the CEO.

They have told me that my number is reserved for me, it went from a dead line to going to an answering service so I think it's still live and is showing as with BT. 

[Leanne_T]

Hi there @Twonkynuts 

Thanks for coming to the community.

If you have raised a complaint, once this has been looked into one of our executive complaints guides will be in touch to discuss the account with you and see what options are available.

You can find more details about our complaints process, in the complaints code of practice.

Thanks. 

Leanne.

[Twonkynuts]

Thanks Leanne, 

A complaint was raised on the 2nd April and I haven't received any reply? 

[Leanne_T]

Hi @Twonkynuts 

Was this done over the phone or online? Have you spoken to our broadband tech guides since the complaint was raised for an update? 

Leanne.

[Twonkynuts]

Initially it was done online. Yes I have been constantly in contact with support, each time telling me it will be resolved within 72 hours. The last person I spoke to raised a complaint again and then wanted to close it down. I told him to leave it open. He said it would be completed yesterday 🙄

[Leanne_T · Accepted solution]

I see, thanks @Twonkynuts 

I've sent you a private message to get some details. 

Leanne.