To port your original landline number that's gone digital to another provider

[bindi000]

Hello  I recently joined EE/BT but I am in the process to move to another provider with my original landline number being ported within the cooling off period however EE/BT installed fiber optic to make my landline digital. When my new provider attempted to port my  original landline number EE/BT refused to port the number to the new provider because now they own my original landline number. I was never informed of this when I joined EE/BT. I would be most grateful if anyone can give advice when EE/BT ported my original landline number from my previous provider. I feel trapped if I move to another provider EE/BT will not release my original landline number and being forced to stay with them. Is their action legal in the end if I want to retain my original landline number I have to stay with them at what ever cost for the landline number. Thank you

[Schockwave]

@bindi000 , this is not customer service, we can only advise, hope you have read the other replies, you will have to speak to customer service and see what they say and see why EE will not allow the transfer and also speak to Sky. Pity you did not enquire and check everything before changing over to EE and then wanting to change to Sky first.

[bindi000]

Hello

Thank you for your  message.

Before joining BT/EE I did previously speak  with customer service asked during the cooling off period I have the option to move to another provider taking my old landline to another provider they ensured me it can be ported to another provider. However due to receiving poor service I contacted Sky also was advise they can port the old landline number. The is issue is with BT/EE not releasing the number and misleading response from their staff which I have submitted a complaint.  

Thank you

[Mustrum · Accepted solution]

@bindi000   when did your EE service go live and when did you cancel the EE service?

If you did not cancel the service then EE will have refused Sky's request as you were still in contract.

I don't understand how you got an email on the 27th, but you called on the 24th?

[bindi000]

Hello

Thank you for your message 

On 16 Jan 2024 joined EE/BT asked for my old landline number to be moved over.  On 31 Jan 2024 the engineer came installed fibre optic he told me by midnight I will get my old telephone number.  I went live on 31 Jan 2024 but was given a new landline which I did not asked for so I had to call customer service to update my landline number I  was told it will take  up to 3 to 5 days which it did not. I was not happy with the service then on 15 Feb contacted Sky to move back to them they advised me not to cancel my contract with EE/BT they will contact them directly they also checked on their system they are able to port the old landline number.  Sky emailed me confirming the take over date was 29 Feb 2024 and I also received an email from EE/BT saying sorry you are leaving. Some thing has gone wrong not sure why as Sky advised it is straight forward switch over and I was also advised from BT/EE I can move to another provider with my BB and old landline number to be ported.

My apologies when I got the email from Sky regarding they could not take over I called them on 27 Feb not 24 Feb.

Thank you 

[Mustrum]

@bindi000  Ah OK, I understand a bit more now. The vast majority of times transfers go smoothly, alas when they do go wrong it can be very difficult to get things sorted. As mentioned this is not customer services, so all I can suggest is calling the Broadband Care Team to see if they can help - and to check you can still leave without early termination charges.

In the mean time I will tag a couple of people who may be able to get in touch to get some more info - @Robbie-Mac  @Neil-O 

Also just wondering what issues you were having with your EE service to decide to move so quickly - apart from the landline number taking a little longer than it should have and which provider you had before?

[bindi000]

Hello

Thank you for your message.

I have spoken with BT/EE they said I will  not incur leaving charge as I submitted to leave during the cooling off period.  EE/BT technical staff said I should ask Sky to port the old landline number and BB again  however another technical staff informed me that I cannot port a DV line to another provider. Is this correct or I  can port my old landline number. I am getting different answers when I call EE/BT I hope I can get this resolved before I ask Sky who I was with previously to take over the service.

Thank you

[bindi000]

Hello

I hope you can help regarding porting my original landline number which is the correct process to port the landline keeping the original telephone number is for Sky to request transfer which they will port of the landline including the number or they have to request to port working take over as I have been getting mix information which is the correct process.

I hope you can help.

Thanks

[bindi000]

Hello

I hope you can help regarding porting my original landline number which is the correct process to port the landline keeping the original telephone number is for Sky to request transfer which they will port of the landline including the number or they have to request to port working take over as I have been getting mix information which is the correct process.

I hope you can help.

Thanks

[Mustrum]

@bindi000   you just need to leave it to Sky, they should be able to arrange the transfer of broadband and phone number.

Ideally give them a call and make sure they have all the details they need.

Hope it get sorted soon.

[bindi000]

Hi 

Thank you for your help 👍