This topic

EE has lost my number

JohnM54 — Thu, 08 May 2025 13:33:15 GMT

To cut a really long story short here is my tale of woe.
In August last year my contract expired and I was offered full fibre 500 and digital voice at a cheaper price than I was currently paying.

The fibre was installed and activated in October but with no digital voice. The analogue line continued to work. After a few phone calls DV was promised 'sometime' in January. It didn't happen. I spoke again to sales who told me all reidential customers were being migrated to EE (Just branding, nothing else changes) and she could do that now which would also kickstart the DV into action.

The 12th March was set as the changeover date and on that day my analogue line want dead. I plugged the phone into the router and got dial tone. Yippee!
The next day our daughter popped round. She said your phone's dead. She was right, outgoing calls were ok but incoming wasn't.

I reported a fault explaining the previous events. Apparently my number had been changed from 0141 578 xxxx to 0141 286 xxxx during the changeover. What!, Why! How! I've had that number for 30 odd years and didn't want it changed.
A renumber order was created to get it back. That failed. Since then I've made about a dozen calls, some to the Dundee DV help centre, and at least 6 renumber orders have been raised all of which have failed, the latest was yesterday 7 May. Nobody has been able to get my number back. Nobody seems willing to take ownership of the problem or escalate it to someone with the clout to fix it.

EE has lost my number for more than seven weeks now. Who do I go to next?

Re: EE has lost my number

jac_95 — Thu, 08 May 2025 13:37:39 GMT

Hi JohnM54,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

Re: EE has lost my number

imjolly — Thu, 08 May 2025 13:59:23 GMT

as you appear to be getting nowhere getting your number back then make complaint and write to the customer resolution email address in this BT code of practice link

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf

Re: EE has lost my number

JohnM54 — Thu, 08 May 2025 15:22:06 GMT

There's already a complaint outstanding for five weeks now. I feel like I'm getting the runaround. There's a manager who promises to ring me but then sends a txt at the end of the day saying that he'll monitor the situation.

I'll try that email address. At least it'll give me a better evidence trail than screenshots of txt's recieved on my mobile.

Re: EE has lost my number

Ali_A — Thu, 15 May 2025 13:09:33 GMT

Hi @JohnM54

Just following up on this.

I'll send you private message. Please check your inbox and get back to me when you can.

Thanks

Ali