EE disconnected my home phone by accident and can’t reconnect it

[Cotswolds3]

I phoned to renew my contract for Broadband and Home Phone over a week ago. The contract was generated but showed my original Home Phone 700 minutes a month package which is now discontinued as well as the only one which is available now- unlimited minutes. The agent said he would cancel the 700 minute package and put me on a Pay per Minute one temporarily and asked me to call back in 3 days. Agent’s name- Ali in the DI dept. I called back and the system still showed the 2 packages when the agent tried to re-do it Once again I was told it would be sorted. I heard nothing so phoned again and spoke to Richard and he said he would remove the Home Phone completely but didn’t tell me I would be disconnected as a result. I rung back on my mobile and spoke to Jas who said she would sort it out but I am still disconnected.the next person was Anthony who has filled out a form, but I don’t know what this was supposed to do. Again I have heard nothing and am still disconnected. At this point I am thinking of cancelling my contract completely. 

[JimM11]

@Cotswolds3 Think, but not sure when @Leanne_T gets round to supplying the answer, but the help is not letting me in, stupid web site so here is one Terms i posted up to another OP earlier few day's ago. Core mentions nothing about taking voice away! 

EE Core, Standard, Premium, Ultimate Broadband Plans Terms 12 December 2025

[Linzi_H]

Hi @Cotswolds3 

I'm disappointed to hear that you're no further forward in getting this sorted out. Reviewing the information we have here, I'm not aware of any changes, but I would love to get this checked in closer detail for you. 

I'll send across a Private Message to grab a few more details. 

Linzi 

[JimM11]

@Linzi_H Thanks for stepping in to check. Jim

[Cotswolds3]

Finally got my phone line back yesterday, albeit with a temporary number. Package and compensation still be arranged. Port in of old number requested. How long will that take? Executive Claims had the complaint for a week before it was fixed. Disappointed it took so long and that they wouldn’t give me a direct phone number to call. I used a number for the ‘Executive Office ‘given to me by Ofcom who registered my complaint as well and they had to ask Louis to call me.

Does this sort of IT glitch happen frequently I wonder just to renew a contract?

[JimM11]

@Cotswolds3 As long as the number has not exceeded the 30 day limit and supplied to another user then there is a chance to get it back, but there is NO guarantee that it can be done by EE so you have to wait and see, normal and you will have to search other post's but it has been around another 7 day's wait period from the temp number assigned!

[Cotswolds3]

Who or what allocates phone numbers?

[JimM11]

@Cotswolds3 see if the link below works for you!

Telecoms numbering

[Peter_W]

Hey there @Cotswolds3.

I've had a double check here, and like @JimM11 suggested, we recommend 7 - 10 working days for landline port requests. 

Please keep us posted on how things go, too.

Peter

[JimM11]

@Cotswolds3 Sorry been offline couple day's now could not get past the stupid passkey's problem that EE has introduced so been fighting that battle and as usual EE support is about as much good as a chocolate Teapot, MR M you are no longer allowed on the Forum so get lost nothing we can do for you you cant sign in it's your problem!

As @Peter_W has indicated it's just the waiting game for it all to be sorted out, takes patience on your side now....