EE Lost My Landline Number

[Deleted User]

To cut the story short, my EE landline & broadband account was disconnected due to non payment. Direct debit had failed and I'd assumed they would pick the balance up on the next billing cycle but they didn't collect that either.

Balance now cleared manually but EE are saying I have to order as a new customer again and wait 7-10 days to get connected. They say I won't get my number back but apparently they can put a request in (to who?) to try and get it back once I'm up and running again. How true is this?

It's probably not that important but the number has been in the family for over 30 years before me as it was once my parents number, therefore it has a bit of sentimental value.

I know I should have kept an eye on my bills and not just assume everything was fine.

Buzby

EE do have a number allocation from OFCOM, but if you brought your number to them from BT, then the number would be returned to BT. They may be able to get it back, but there are no guarantees.

The cancellation process is largely automatic, so a failed payment sets things in motion. Why you didn't go for Line Rental Saver is a mystery - you get a good discount and only make 1 payment a year (plus calls).

[Deleted User]

Buzby wrote: »

EE do have a number allocation from OFCOM, but if you brought your number to them from BT, then the number would be returned to BT. They may be able to get it back, but there are no guarantees.

The cancellation process is largely automatic, so a failed payment sets things in motion. Why you didn't go for Line Rental Saver is a mystery - you get a good discount and only make 1 payment a year (plus calls).

Didn't know about line rental saver, I've been on EE for landline & broadband for 3 years now and was out of the initial 12 month contract.

The number would have originally come from BT back in the early eighties, so as you say it would have been passed back to them then.

You say EE have their own number allocation, which may be true, but the number they are proposing to give me is still an orginal BT allocated number.

LazyTyper

Since you mention EE would be providing you with a number from a BT range then that suggests the line they supply is Openreach WLR3.

They can select a number when the order is being placed, at an additional charge, but it's up to them if they decide to make this available to you.

I would speak with a manager at EE, or raise a complaint so it is handled by someone senior, as the longer you wait, then the greater the likelihood that your number may be allocated to someone else, which would mean you may never get your number back.

[Deleted User]

LazyTyper wrote: »

Since you mention EE would be providing you with a number from a BT range then that suggests the line they supply is Openreach WLR3.

They can select a number when the order is being placed, at an additional charge, but it's up to them if they decide to make this available to you.

I would speak with a manager at EE, or raise a complaint so it is handled by someone senior, as the longer you wait, then the greater the likelihood that your number may be allocated to someone else, which would mean you may never get your number back.

When I spoke to EE this morning again they are now saying that they will definitely be able to get my number back once my new account is up and running. Completely different story to what they were saying the other day but I didn't get to speak to anyone higher apart from the normal call centre staff. Not sure if they just saying this as a sweetener to keep me from cancelling.

They said I have to wait until my account is up and running with the new phone number, then phone EE back and request my old number back which will then take 14-30 days.

I don't know what to believe because if I got no chance of getting it back I'd rather just cancel EE and go with another supplier (Origin Broadband) on a smaller contract term + cheaper overall monthly cost.

[Deleted User]

Just to update, I got my original landline number back today. :beer: