topic Re: Re: Is 0191 516 1646 an official EE number? in Mobile Services

Re: Is 0191 516 1646 an official EE number?

Digiwake — Thu, 21 Jul 2022 14:48:16 GMT

Just had a call from this number myself, offering a free upgrade to my Flex plan. Is that the sort of thing this partner would do? I was subject to a complex bank scam lately that involved spoofing of the callers number so I'm paranoid. The caller (who did sound like she was from sunderland) appeared to have access to my account info (address, plan etc) but was asking for my DOB and said I've get a text shortly telling me to restart my phone so the plan change can be aplied to my SIM. That sounds fishy and makes me wonder if my phone is about to be cloned.

Also, I've just gone onto the EE website to check my account and every time I try to access a page I'm directed to another asking me to confirm that I want to add another number to my account. Is any of this normal?

Re: Re: Is 0191 516 1646 an official EE number?

XRaySpeX — Thu, 21 Jul 2022 14:57:35 GMT

@Digiwake : I've heard tell of these partners trying to sell PAYG/Flex users monthly contracts. Sounds like you accepted 1. I know you were enquiring about switching to contract recently.

Re: Re: Is 0191 516 1646 an official EE number?

Digiwake — Thu, 21 Jul 2022 15:12:29 GMT

Thanks for getting back quickly.

I'm already a Flex customer and have been for years. This person was offering a free "upgrade" on my existing plan to unlimited minutes and 10GB data (from 2GB). I'd like to be reassured that this is something a partner would actually be offering. She definitely didn't offer an upgrade to a contract.

I'm worried that when I try to access my flex account on ee.co.uk, the page immediately jumps to one asking me to confirm that I want to add a new number, like this . My other flex account and my contract account don't do this. Once I'm on that page, any attempt to navigate to another part of the site, or logout, just reloads that page.

Re: Re: Is 0191 516 1646 an official EE number?

Digiwake — Thu, 21 Jul 2022 15:15:12 GMT

And now I'm getting texts telling me I've added a £0 spend cap to my account, stop services on demand, added a moderate content lock and that my remaining flex credit has been transferred to my new pay monthly bill. None of which I asked for or agreed to. Sounds like this partner is a scammer.

Re: Re: Is 0191 516 1646 an official EE number?

Digiwake — Thu, 21 Jul 2022 15:37:15 GMT

I've contacted 150 and confirmed that I've been moved to a contract without my consent. If you are called by 0191 516 1645 or any of the partner numbers above, hang up.

EE - up your game.

Re: Re: Is 0191 516 1646 an official EE number?

XRaySpeX — Thu, 21 Jul 2022 16:14:37 GMT

@Digiwake : These partners don't go in for "upgrading" Flex or PAYG. There's nowt in it for them. They're there to sell contracts.

Re: Re: Is 0191 516 1646 an official EE number?

Leanne_T — Thu, 21 Jul 2022 16:18:49 GMT

Hi @Digiwake

Thanks for coming to the community.

Have our mobile care team got this resolved for you when you called 150?

Leanne.

Re: Re: Is 0191 516 1646 an official EE number?

Digiwake — Thu, 21 Jul 2022 16:26:36 GMT

I can well believe that and I'm sure that's why they pretend to be calling from EE Direct, "rewarding" loyal PAYG customers with an "upgrade to more data at no extra cost" without once mentioning the word contract or any terms or conditions.

It's hardly on the customer to know that though, is it? EE have a formal relationship with this partner so they are tacilty supporting the practise.

Re: Re: Is 0191 516 1646 an official EE number?

Digiwake — Thu, 21 Jul 2022 16:27:52 GMT

Hi Leanne.

Yes, they are putting in a form to revert the changes and refund the balance. It'll take up to 48 hours though, which is disappointing given how quickly the damage is done in the first place.

Re: Re: Is 0191 516 1646 an official EE number?

Leanne_T — Thu, 21 Jul 2022 16:32:53 GMT

I'm very sorry to hear this has happened @Digiwake

Please let me know if we can help you with anything else.

Leanne.

Re: Re: Is 0191 516 1646 an official EE number?

Digiwake — Tue, 26 Jul 2022 11:06:10 GMT

Things haven't really been rectified to my satisfaction yet. I received an email saying my flex account had been reverted but I also received a text telling me my new Flex account was available. This makes me think it's a new account and I'll lose my EU roaming benefits from the old one. I still can't access my flex account on the EE website - it continues to jump to the new number registration page when I try. Needless to say, the channel returns people haven't replied to any of my queries, despite the email inviting me to reply with anything.

I still plan to move to a contract, but it's looking increasingly likely that it won't be with EE, and my existing contracts will be going elsewhere too.

Re: Re: Is 0191 516 1646 an official EE number?

Leanne_T — Tue, 26 Jul 2022 11:18:08 GMT

Hi there @Digiwake

Pay as you go customers are currently not included in the roaming changes, you can use the allowance in the EU with up to 25GB of data.

Your My EE account may need reset for you, please call us on 150 and the team will get this sorted for you.

Leanne 🙂