Getting a number either released from EE or reactivated

[_MrR_]

Another strange one from me... 

So I'm trying to get a number back that I had disconnected last year (won't bore you with the rational)

Here's where it gets complicated...

- The number itself was originally Vodafone (07788 xxxxxx)

- I ported it across from Vodafone onto an EE PAYM sim 

- I terminated that line in August of 2022 (as I didn't need it any more)

As it's been 9 months since the line was ceased, I approached Vodafone to see if they could recover the number for me (as the number should have been returned to the original network when they are ceased). 

They told me

- EE haven't released the number 

- If I ask EE number porting to release it, they can pick it up

Further digging shows

- Vodafone are right, if you call the number, it gives the 'engaged tone' then disconnects. Rather than the 'you've dialled an incorrect number' / 'number not in service' message 

- Vodafone advise EE (and they called out BT Mobile as well) have an issue where numbers that have been ported across to their network and later ceased aren't being released properly without manual intervention

What I'm looking for is...

- If EE have not returned this number to Vodafone and still have control of it, then could it be reactivated on my account (I have a PAYM sim with a random number on it that can be replaced)

- Or can you approach your number porting team and just ask them to release this number as they should have done after cease and I will ask Vodafone to pick it up and activate it for me.

Short ask... does the forum team have any contacts in the number porting team who could do either scenario. Only other option is to raise a case to have this case managed and I don't really think the ask is worthy of that. 

[Christopher_G]

Hi @_MrR_ 🙂

It's my understanding that, when a line is  cancelled and disconnected, the number is quarantined for a certain amount of time before then being recycled. You can only reactivate the number back onto your account within the first 30 days of the disconnection (before it goes into quarantine).

Chris

[_MrR_]

Hi @Christopher_G ,

Thanks for coming back to me. 

You're right in theory. The number should have been ceased but remained available for you to pick up. After then, it's returned to the original network (in this case Vodafone). 

But as Vodafone have advised, the number hasn't been released. And when I call it, you hear the engaged tone for a second before the line disconnects.

Vodafone have advised this is a known EE issue that your number porting team need to fix to allow the number to be returned to their pool. 

It's a complex ask, I just wondered if you had a route into the number porting team, if so I'd share the number via PM for them to do their thing. It's apparently a simple fix once that team (as they specialise) get visibility. 

If you don't have a route in to them, that's fine. I just thought it's worth the ask.

[Christopher_G · Accepted solution]

Thanks @_MrR_ 

That's interesting, I wasn't aware of that. I'll send you a private message. 🙂

Chris

[AH7000]

Hello Christoper,

I have a very similar situation to the one described above by MrR, i.e. My original phone number issuer was Vodafone but I switched to EE which worked fine for 12+ months then unexpectedly last month (November 2024), EE cancelled my number  due to "inactivity" however I never received any warning / notification email / text about this action being taken.

I have just got off a call to EE customer services now to explain the situation but the person said the number has been cancelled already and there's nothing they can do - this is outrageous!

Also because my number has been cancelled, I was told that I can't even make a complaint !!

I DESPERATELY need to get my number back so if as you have previously commented to MrR about the existence of a "number pool", is the route for me to go down then how do I do that please? or is it possible to have the number re-activated by EE?

By the way... the EE customer services guy said that the number was suspended on August 24th this year and cancelled last month - Again just to re-iterate ZERO texts or emails were received !!

I would GREATLY appreciate your kind assistance in this matter.

Many thanks, AH

[Christopher_G]

Hi @AH7000 

Welcome to the community.

Once the number is disconnected (after 270 days of no chargeable usage), the number is recycled in line with OFCOM's regulations. 

Your account should be noted with the reason, as well as any messages that were sent.

We don't have account access here in the community. If you'd like someone to look into your account, I recommend contacting our Mobile Care team.

Chris