Forced change of landline number

[JLN1]

When  I agreed to transfer to EE from BT on 29th July 2024 I only found out that my landline number had changed when I checked the EE-app to know when the new service would be operative ( 13th Aug). I rang EE immediately and was told there was nothing that could be done and complaining would be ineffective! I have a dependent 97 year old mother  with dementia who is not able to cope with change and am self employed and my landline number is important to maintain client contact. I see no reason why my previous number could not have been maintained and this was NOT explained to me when I agreed to transfer to EE. Please help me to retrieve my original landline number as a matter of urgency. 

[JLN1 · Accepted solution]

Just wanted to thank you for your help. I rang EE again this morning and got through I initially to the Doncaster team. They were very helpful and passed me in to technical support and I should have my old phone number back within 10 days. I have had an email confirming such since. So glad I checked Community as the original Guide was adamant that nothing could be done and made me feel like a technophobe for wanting to keep the same landline number.  I am concerned that some Guides are poorly trained and just giving their best guess for any given situation. Glad I persisted. Thanks again

[Leanne_T]

Hi there @JLN1 

Thanks so much for coming back and letting us know you have called again and the team have helped you with the landline number. 

Please keep us updated if you can 🙂

Thank you. 

Leanne.

[Jennyg6365]

Did you get your number back yet? Exactly same thing happened to me - said it would be back in 10 days but it’s day 8 now and I’m getting worried! 

[JLN1]

Hi Jenny. Pleased to report I DID get my number back. It took the whole 10 days but all ok. I received a text and an email to say it had happened. So hopefully yours will too. I am SO glad I didn’t take no for an answer because as it turned out that was an incorrect and misleading answer from the first guide. 🤞you will get your number back by the weekend. 

[Lesley_W]

Thanks for popping back to let us know @JLN1 

I'm so pleased you are sorted and got your number back, I'm sorry it wasn't as smooth of an experience as we'd expect. 

Take care.

Lesley

[Alibagz]

Same here. From the "new" number, I rang my daughter to ask what my number was. She did a 1471, then rang me back to tell me it. Now it turns out the number is "lost". A ridiculous system.

[Alibagz]

You were lucky. BT Wholesale have told E that my 15 year old number is lost. Ridiculous to issue alternative numbers to people. Annoyed.

[Alibagz]

Have just spent 90 mins on phone trying to get EE to reinstate 15 year old number. To no avail. The number is now "lost". 

Have decided to pick a day and time slot, here, call all the numbers in my address book, then tell friends, medicals etc the new number.

When the bill comes in, will check the date etc, see how much that comes too, raise a dispute with EE, decline to pay those costs in that time slot, and see what happens. Their fault I have to do this. They can pay for my time. Not vice versa.

Ridiculous handing out new numbers when of no obvious benefit to them. Just more hassle for them. 

Pointless.

[JLN1]

If the number change is within 30 days it CAN be reversed. It took me several phone calls to EE to get it done. Some call handlers try to fob you off and others genuinely don’t know - poor training. I also got a £200 refund for ‘deprivation of service’ when my landline was cut off for 6 weeks during the transfer. But I had to chase that hard too. If you are within the time limit do press your case. Keep Tino g until you get a ‘guide’ who can help. Good luck. I know how draining it is. 

[Alibagz]

Tried, in vain after a fortnight, but now am too late, over the 30 day limit.

Reaching out to BT Wholesale, who are EE's suppliers, to see if they can sort, or offer me a number with an area code, and district code, so showing where I live, as opposed to a random place. And one easier to remember.

Absolute nonsense EE do this to new customers. Its to their disadvantage. Puts customers' backs up, and not popular. It's ridiculous. And exhausting.

Thanks for the reply.