EE have directed my Phone Number Elsewhere

RoCoUK

Hi All,

First post so please be kind! I've got a problem whereby EE were supposed to take over my fixed line from Sky yesterday. I've signed up to their broadband too for their cashback offer!

I got home yesterday excited to set up my new broadband etc, but thought I'd check the port had taken place successfully. The sky router wasn't connected to the internet - first good thing, but I picked up the phone and there wasn't a dial tone. This is where things start to go odd! I dialed the number - it rang at the other end but not in my flat and someone picked up the phone! I double checked and I had dialed the correct number so asked if he thought that it 01635XXXXXX - which he stated no his number was 01635YYYYYY :S.

I called EE to ask what had happened and they could see no fault at their end! I have no idea what needs to be done but I virtually got accused of lying!

I've tried to get in contact with OpenReach to no avail as its not a BT number.

Anyone else had similar?

Thanks,
RoCo

macman

When OR have transferred your line back to BT from Sky, they appear to have reconnected it wrongly. You can't contact OR direct, as the have no dealings with the retail side-you have to work through EE to get it corrected. Unfortunately when this sort of situation arises, you find out why some ISP's are better than others.
No 'fault' will be apparent, as the line with your number is working correctly-just on the wrong line. Call the other affected party and get them to report the issue as well, as their number will have changed, and they will be getting all your calls. Since you clearly have no dial tone, EE cannot ignore your report. Ask to speak to someone in the second tier support, because the first tier won't have a clue.

RoCoUK

Thats what I thought! EE have finally accepted it and said i need an appointment which is rubbish as I can't work from home and the earliest i can book time off is the week after next! So I'm not going to have internet for a while but its OR's fault not EE's! Fortunately the people who its being terminated with were helpful so they will try and sort it out at the exchange end again now they know both numbers.

Thanks for your suggestion!

macman

Make sure you ask for a credit for the downtime-it's not automatic.