30 days before I can request my old landline number back?

[JoolsMc66]

My parents changed from  Plusnet to EE early September. They were able to keep their landline number (had it for over 50 years). They decided to add EE TV to their package. Due to ‘complications’ they were told they would need a brand new contract and have been given a different landline number. I have called 3 times on their behalf to help retrieve their original number but have been told they need to wait 30 days before we can do this, surely this can’t be right? They are, understandably getting quite stressed over this.

[andydenyer]

This is a forum for BT customers. There is a separate forum for EE customers:
https://community.ee.co.uk/

[JoolsMc66]

Apologies, they are with BT. The complications meant they could not stay with EE if they wanted the TV package, it had to be BT. It’s BT I’ve been talking to about getting their old number back. It’s all very confusing, I thought BT owned EE?

[andydenyer]

Yes, BT does own EE (and Plusnet for that matter), but they keep them as separate brands with their own websites etc.

I don't understand why they couldn't get the TV package they wanted with EE, though, as they are the same as BT's. The only difference is that EE can also offer Apple TV whereas BT don't.

[JoolsMc66]

I’ve no idea, was just told it was due to a ‘complication’. They had a letter from BT last week saying the TV is moving from EE to BT. Their biggest issue though is keeping their number, I simply do not know where to turn.

[andydenyer]

The letter regarding EE TV 'moving' to BT is just a rebranding for those with BT broadband. At one time, BT was going to migrate all their residential customers to EE and have that as their main consumer brand with BT only being for businesses. As part of that, BT TV was rebranded EE TV. However, following a change in senior management at BT a couple of years ago, that strategy was scrapped and they've decided to retain the BT brand alongside EE for consumers. So for those with BT, their TV is rebranding back to BT TV from EE TV, that's all.

With regards the phone number, you actually have to request it within 30 days, not after 30 days. So I would be getting back on to them to see if they have and are processing the request, and maybe what they meant was that it could take up to 30 days for the old number to be re-activated? Either way, you need some clarity as there is not guarantee of retaining the number after 30 days (what happens is it is put in to 'quarantine' for 30 days in case it's still needed before potentially being reallocated to someone else, which is why there is no guarantee of being able to get it back after 30 days).

[JoolsMc66]

Thanks for your help. I’m definitely getting incorrect information as I was told to ring back on the 15th October when the 30 days is up! Might try the complaints number rather than the normal one 

[Katie_J]

Good afternoon @JoolsMc66. 

Thanks for coming here. 

I can see you have already been given some great advice. 

Please give us another call so our customer care team can look into this further. 

It would be great if you could keep us updated here on the community. 

Katie

[BhfpkiiL1]

Sadly it looks like they're stalling you...once you lose your number it's not impossible to get it back but extremely unlikely 

[JoolsMc66]

Hi Katie, what’s the best number to call please? If I get wrong information again which department should I ask for? Many thanks