topic Diverting Calls From A Lost Phone in Mobile Services

Diverting Calls From A Lost Phone

minnehoma1994 — Thu, 21 Jul 2022 08:19:10 GMT

Hi, we have just terminated the contract of one of our employees but they haven't returned the mobile we issued them with. Can we divert the calls from this number and also block outgoing calls without the actual phone itself?

Re: Diverting Calls From A Lost Phone

XRaySpeX — Thu, 21 Jul 2022 08:47:15 GMT

EE could put a total block on it.

Re: Diverting Calls From A Lost Phone

minnehoma1994 — Thu, 21 Jul 2022 09:15:08 GMT

Not after a total block but want the phone taking out of action with calls being diverted.

Re: Diverting Calls From A Lost Phone

Christopher_G — Thu, 21 Jul 2022 09:18:20 GMT

Hi @minnehoma1994

Welcome to the community.

I believe you can either block it, or set a divert. Not both. You could order a replacement SIM card to be sent yo you. That would cut the old SIM card off, then you can set a divert yourself.

Chris

Re: Diverting Calls From A Lost Phone

XRaySpeX — Thu, 21 Jul 2022 09:25:51 GMT

That is effectively a total block of the existing SIM and do what you will of the replacement SIM.

Re: Diverting Calls From A Lost Phone

bristolian — Thu, 21 Jul 2022 20:07:37 GMT

@Christopher_G wrote:

Hi @minnehoma1994

I believe you can either block it, or set a divert.

Indeed so - setting diverts requires access to the SIM in a device, it can't be done remotely by CS agents.

As per other advice, you can request CS suspend the phone. If there is a voicemail PIN set on the phone, you can access the voicemail remotely and access messages and alter the greeting on a temporary basis.

Reporting the phone lost/stolen to EE will result in the device being blacklisted, the SIM disconnected and a replacement being issued to the account holder.