topic Re: Mobile number in EE app and website

Mobile number

Maggie52 — Thu, 29 Sep 2022 14:10:09 GMT

Why on my profile and where my imei numbers are on my device the number is not showing as mine ?

Re: Mobile number

Chris_B — Thu, 29 Sep 2022 15:05:24 GMT

@Maggie52 What device is it ? And have you just moved to EE from a different network?

Re: Mobile number

Maggie52 — Mon, 03 Oct 2022 13:35:19 GMT

My phone is A20e and I've always been with EE

Re: Mobile number

James_B — Mon, 03 Oct 2022 14:00:34 GMT

Hi @Maggie52,

Did you have a temporary number with EE when you first joined? It could be that number that is showing in your settings. It shouldn't affect the use of your phone in any way.

James

Re: Mobile number

Maggie52 — Fri, 07 Oct 2022 13:04:25 GMT

No I've never had a temporary number I just wanted an answer as to why my
device is showing someone else's number. I can only assume my phone wasn't
brand new from ee I don't like being mislead. I don't see why I should have
to continue on my own and contact Samsung or re set back to factory
settings which may or may not work which was suggested by ee.

Re: Mobile number

Jon_K — Fri, 07 Oct 2022 13:49:04 GMT

Hi @Maggie52.

Have you spoken to our Customer Care team about this? Were they the ones that suggested a factory reset?

Jon

Re: Mobile number

Maggie52 — Fri, 07 Oct 2022 16:13:25 GMT

Yes it was the customer care team

Re: Mobile number

Jon_K — Fri, 07 Oct 2022 16:18:31 GMT

When did you get this phone, @Maggie52?

Is the other number showing within Settings?

Is it a standard UK mobile number?

Jon

Re: Mobile number

Maggie52 — Fri, 07 Oct 2022 16:29:25 GMT

I've had it 3 years this Jan 2023 coming.

The number is in My device where the IMEI number is and under my profile in
contacts and on Sim card.

Yes it is a UK number.

Re: Mobile number

Jon_K — Fri, 07 Oct 2022 16:48:27 GMT

Thanks @Maggie52.

I'm not sure why this number would be there unless it was a temporary one. When did you first notice this?

A factory reset would be one way to try and get rid of it if it was only temporary.

Jon

Re: Mobile number

Maggie52 — Fri, 07 Oct 2022 17:43:25 GMT

Only 3 weeks ago when looking up my IMEI number I probably wouldn't have
noticed otherwise. Looks like it will be staying there as nobody seems to
know why but I do appreciate the communities help.

Re: Mobile number

Leanne_T — Sat, 08 Oct 2022 06:47:02 GMT

Hi @Maggie52

If you could try the factory reset, to see if this changes after backing up all your data and let us know how you get on?

Leanne.

Re: Mobile number

Maggie52 — Sat, 08 Oct 2022 18:19:25 GMT

I'm not confident enough on saving my data and I really don't want to lose
anything

Re: Mobile number

Leanne_T — Sun, 09 Oct 2022 07:51:21 GMT

No problem @Maggie52

The How to backup your Galaxy phone & restore data | Samsung UK support page, has help if you decide this is something you would like to try to see if this changes the number.

Leanne.