Switch from talktalk to EE

[SteveR12]

I was persuaded by an EE rep when upgrading my Apple Watch to get EE broadband via the switch service. 

I explained it was all in my gf’s dad’s name as we both live with him and he said that wasn’t a problem, so I agreed but explained that we would need to keep the same phone number, the rep said will be fine and so I went ahead. 

come to install day and now 9 days later, we have no house phone, Ive called EE a few times and to be fair felt like I was being robbed off until yesterday’s call which confirmed the telephone switch hasn’t happened and I will need to pay 18pm for the phone line on top of the £30 for the broadband, I was under the impression from the initial call that both was for £30, and on top of that we probably won’t be able to get the phone number back. 

I agreed to getting the phone line put on, 3 day wait and have to wait for more equipment but the gf, her dad and the rest of family really aren’t happy that they have lost ‘their’ phone number that they have had for as long as anyone can remember. 

is there a way to get this sorted? I really can’t be dealing with the fallout from the family. 

[Chris_B]

@SteveR12  So the BB to the property wasn’t in your name.  You do realise it’s now in your name.     This shouldn’t have been allowed it wasn’t your BB on your account.   Ill kick off over this for a start.   You shouldn’t have been offered this at all. 

BB and a phone line are two separate services that you pay for it’s not just BB and you get a phone line.  

[XRaySpeX]

The porting of of your phone no. should've been done along with the BB switch & costs no extra.

What you would have to pay for monthly to use it for calls is a Call Plan. Looks like they've added an Unlimited UK Mins. Call Plan. You could elect for a PAYG Call Plan for £5-6 pm & pay for calls as you make them (29.58p per minute for normal nos.). Depends on how extensively your family use the phone.

[Peter_W]

Good morning @SteveR12.

Thanks for taking the time to share your experience with us here on the Community. 

It certainly sounds like you made it clear what was important to you as part of the switch, and we would expect them to have made it clear what was in the new package you were taking. 

Did you initially receive a phone and have a basic call package like @XRaySpeX mentioned, or was nothing included at all initially?

It's likely your new phone service will be our digital service too, where the phone will plug into the back of the Hub rather than the socket on the wall. 

You should still be able to connect any existing phones you have to this, though.

Peter