This topic

BT have changed my phoneline to EE, now no service.

PC2024 — Fri, 29 Nov 2024 20:26:39 GMT

So after Bt messed me about having signed up my broadband and phoneline to EE and then Bt not agreeing to pricematch to an email they sent me, i cancelled the EE transfer and will in the future move supplier.But today after complaining to BT about them not pricematching, I got a call today from BT customer complaints team who said my phone number had been ported over to EE.

The complaints handler said dont worry we can transfer your phone back to a BT account and I will text you when they have done that.No text was received and tonight I got home to find I have broadband but no phone line.SO not only do I rely on that phone line to keep in touch with my 80 year old father but my phone is also connected to the entry system on my apartment so now I have no door bell, which is pretty annoying being on the first floor and not being able to hear the doorbell ring the phone or even see the door which is pretty annoying for deliveries etc.

Trying to contact Bt via phone is like trying to get through to your doctors to book an appointment.

Re: BT have changed my phoneline to EE, now no service.

Anonymous — Fri, 29 Nov 2024 21:10:58 GMT

@PC2024

I wonder if you were moved over to Digital Voice when you were transferred back to BT?

Have you tried plugging your telephone in to the socket on the back of the SmartHub?

Re: BT have changed my phoneline to EE, now no service.

Keith_Beddoe — Sat, 30 Nov 2024 06:57:08 GMT

@PC2024

There are no more analogue phone lines being provided, so you may have difficulty getting your door entry system working.

You may have to contact the people who look after the door entry system, and see what changes they are making with the closure of the PSTN.

Re: BT have changed my phoneline to EE, now no service.

Keith_Beddoe — Sat, 30 Nov 2024 07:27:43 GMT

@PC2024

This page may help to explain what is going on https://landlinesgo.digital/

Re: BT have changed my phoneline to EE, now no service.

PC2024 — Sat, 30 Nov 2024 11:49:10 GMT

So after being contacted by Kelly in the complaints department yesterday and saying she could connect my old number back onto my bt account, i phoned BT this morning who said the order had been stuck in the system.The first operator said he would cancel this order and put it through again on the system.He then passed me onto another department who asked if I wanted a new phone line.I replied no i dd not want a new phone line , i want my old number reinstated onto my current account.He then disappeared for 15 minutes on the phone and I found myself talking to a third person who then asked me what my problem was.

I had been on the phone for an hour at this point so then went through it all again and the operator just said i would have to wait up to 72 hours to see where it is on the system.I agreed to this and have just found an email in my account saying " Thank you for ordering your new phone line, your new number will be. !!!!!!!!!!!!!!!!!. I despair and it makes a mockery of the message on their system asking you to talk to them in a way you would like to be spoken to.

So next time BT , i will speak to your team in a manner according to my complaint.

So i will now cancel my whole service with you.

Re: BT have changed my phoneline to EE, now no service.

Keith_Beddoe — Sat, 30 Nov 2024 12:11:06 GMT

@PC2024

This is just a customer to customer forum. Your post here does not go to BT, the forum moderators have no account access.

You will not be able to get your physical phone line restored with any provider, as they are no longer available. All providers have moved over to VOIP (Voice Over IP), which would not work with your existing system. Who maintains the door access system, what solutions have they proposed, as its going to affect all the users of the system?

Re: BT have changed my phoneline to EE, now no service.

PC2024 — Sat, 30 Nov 2024 12:11:42 GMT

It was a digital phone line that they transferred. Anyway on the phone to them now, cancelled everything.

Re: BT have changed my phoneline to EE, now no service.

Anonymous — Sat, 30 Nov 2024 12:33:58 GMT

@PC2024

"Anyway on the phone to them now, cancelled everything"

I'm not absolutely certain, (maybe @Keith_Beddoe can clarify?), but I think that cancelling with BT will put a cease on your line, which will prevent any new provider from starting their process to activate you for two weeks?

So you could be without the broadband, which I think is currently working (?), for two weeks plus the time that it takes your new ISP to go through their processes to activate you.

Re: BT have changed my phoneline to EE, now no service.

Keith_Beddoe — Sat, 30 Nov 2024 12:21:18 GMT

I assume your door alarm must have been connected to the socket on the back of the BT Smart Hub 2, and still worked? That would be useful to know for others here, as the question has been raised before.

Not all providers offer a phone service, so you are still going to be stuck with some form of VOIP. You are going to end up with a new phone number anyway.

Re: BT have changed my phoneline to EE, now no service.

PC2024 — Sat, 30 Nov 2024 12:27:33 GMT

The door entry system is a communal system run by a company and I can transfer my doorbell over to my mobile number..Everything cancelled with BT now.Another customer lost but a company that cannot get its departments working together does not deserve my custom I feel. I will just get a sim router and run everything off that now.

Re: BT have changed my phoneline to EE, now no service.

Keith_Beddoe — Sat, 30 Nov 2024 12:39:58 GMT

Unfortunately the process of moving (forcing) customers from BT to EE, seems to go wrong many times, so you are not the first.

Re: BT have changed my phoneline to EE, now no service.

Keith_Beddoe — Sat, 30 Nov 2024 16:45:42 GMT

That would be the case. It could be even longer if EE are still processing things, as it could get stuck in the system. Would have been better to let another ISP do that, as that is the normal way.