Landline Number not recognised

[chrislee1628]

It has been several months now, there is a dialtone, I can dial out, but when people call, they get the message that the number is not recognised.

It has been passed onto the complaints team who are looking into it, only after numerous emails and spending hours on the phone getting passed from one department to another. 

When the contract is up, I will not be staying with EE, should have just stayed with BT.

[chrislee1628]

the main telephone socket, it has the extra part that connects to it, separating the connection for the phone and fibre broadband.

the EE router is connected to a different socket that they installed, similar size but with flashing lights.

the issue is not with the wall sockets but with BT and EE, broadband was moved over fine, the telephone however wasn't. like I said, there is a dialtone on both the original telephone socket and the EE router, when making calls on both sockets the landline number comes up

Have been in contact with someone from EE Complaints who has been looking into it and trying to sort it out. everytime they call, it is to say that it hasn't been sorted out and will call me again at a later date.

worst case scenario is that we would be assigned a new landline number, which is unacceptable as the landline number was paid for, not a random number assigned by BT

*NowTV* not BT

[XRaySpeX]

Yes, that's a landline phone socket from which you are getting an analogue landline signal, which you you shouldn't do if you have DV.  It should be dead when you have DV. In my view the system is getting confused between them when somebody dials your no, (which you still retain).

[chrislee1628]

still saying number not recognised.

has been escalated and the lady that is looking after the problem has been calling me to keep me updated.

doing a google search - EE Broadband home telephone number not recognised

it comes up with

If callers hear a "number not recognised" recording when dialing your EE landline, it means your number is experiencing a 'split port' or provisional delay, usually caused by a recent switch to full-fibre broadband (Digital home Phone). During this transition, your old provider (like BT or Virgin Media) may not have fully released the number, or the network routing profile hasn't been updated to point towards your new EE Smart Hub

then shows some steps.

relevant one is number 4

4. Contact the EE Digital Voice Specialist Team

Because "number not recognised" is almost always a network-level routing issue rather than hardware failure, an EE guide will need to rebuild your digital phone profile.

as @WelshGeezer posted, Split port routing fault

the lady dealing with the problem, her team is still having problems trying to get it sorted.

the lady dealing with the complaint/issue now will be calling me back when she is back in on the 11th, if anything is needed, updates etc before then, then the lady that was previously dealing with it will call.

in the app, the home phone icon has get on it, but can not open it, in your orders, pay per call is now showing as on hold but I can still make outgoing calls

at what point will we be able to say they have not provided the service paid for and we want to cancel and move to another provider?

I don't want to ask the complaints team, as they might think no point sorting it as they are going to leave, I rather have it sorted than go through the hassle looking for another provider, as I have more important things to deal with atm, my parents health, especially my dad, currently having to take and log numerous checks daily with a heart rate monitor

[Rach_H]

Hi @chrislee1628,

Thanks for keeping us updated with how things are going. I can absolutley understand your frustration and how keen you are to get this resolved. When it comes to cancelling this is something that would vary between accounts, but if the team are still actively looking to resolve this then they likely wouldn't offer a free cancellation as an option.

Rach

[Mustrum]

@chrislee1628   you really want and need to get EE to fix the issue, moving to another supplier with a split port would add to the issues you are having.

You mention that you have dial tone from the router and old socket, but are you able to make a call on either, or dial 17070 and find out which numbers are being reported? It can take some time before dial tone is removed from the phone socket, but often your line will be connected to a different number in the exchange, before it is removed.

[chrislee1628]

yes, when dialing say my mobile, it shows the home telephone number

outgoing calls are fine, only incoming calls fail

this page

https://192.168.1.254/PhoneScreen/phone-manager

shows the landline number, status is ready, handset shows landline number, status in reach

just did the 17070

tells me the landline number, tried a ringback test, nothing.

[Mustrum]

@chrislee1628   all that confirms a split port, keep on with speaking to EE Technical Team to get it resolved.

[chrislee1628]

this morning the telephone adapter led was red, tried numerous repairing, eventually it paired, but I don't think it was a pairing issue, but landline as there was no dial tone, so could not dial out as previous.

it eventually paired, aqua light, I tried calling my mobile and noticed that a different number showing. looks like it is connecting to a different whatever they call it? as the area code is completely different, but we do live on the border of 2 areas, so prior to moving to EE, our post code was one area and telephone another.

sent them a msg and got a callback, assigned a temp number and will try to get the original number back.

as for compensation, they said they have credited the account, but did not mention how much, however, in the app, billing does not work, on the main screen broadband and tv shows an error

we ordered the EE broadband on 22 Feb 2026, engineer came to install 3 March 2026, however in the app, it is showing the broadband service activation was 11 May 2026 which is not the case, in the app under plan details, the contract term start date is today

the broadband/telephone order is still showing as in progress and pay per call on hold

we have had around 3 months of brandband, but no landline, acording to them it is £6.46 per day for everyday of delay and it is still not sorted. so technically, currently it is around 3 months of compensation, they are saying hopefully should be sorted within a week or 2, but by changing the contract start date to today are EE trying to limit the compensation?

tbh, we just want the landline sorted, but when they say they will pay £6.46 per day for everyday the service is delayed, then it should start when the service was activated/installed and they should stand by their word.

not to mention they may fail to get our original number back

[chrislee1628]

just got a sms from EE telling me great news, my brodaband is now live... it has been live for several months now. I'm guessing it is because they have temp assigned a telephone number and/or set the contract starting date today

[JimM11]

@chrislee1628 And the compo info if you need it.

Automatic compensation for broadband or landline issues | Broadband Help | EE