topic Re: Wrong email address in EE app and website

Wrong email address

GeorgeWeb — Fri, 15 Nov 2024 13:32:35 GMT

My email address in 'personal details' is wrong - it's clearly someone else's with a similar name to mine. I can't change it because a code is sent to the wrong address to allow the change. I'm apparently blocked from all ee sites now too!

Re: Wrong email address

Chris_B — Fri, 15 Nov 2024 13:54:48 GMT

@GeorgeWeb You’ll need to speak with customer support about this. And a code is sent via text not email.

Re: Wrong email address

GeorgeWeb — Fri, 15 Nov 2024 14:02:12 GMT

The code is sent to the existing email address. If it was sent by text I wouldn't have the problem.

Re: Wrong email address

Katie_B — Fri, 15 Nov 2024 15:18:21 GMT

Hello @GeorgeWeb.

Welcome to the EE Community.

I am sorry to hear you are unable to update your email address online.

Of course, this is something we need to look into and get updated as soon as possible.

Have you tried giving us a call on 150?

Our customer care team have account access and will get this changed for you.

Katie

Re: Wrong email address

GeorgeWeb — Fri, 15 Nov 2024 16:41:55 GMT

I'm not a phone customer, just broadband. I seem to be blocked on all the ee websites for some reason, and when I phoned I was put in a queue. I gave up after about 20 minutes. It's a bit concerning that someone else's email address is on my account.

Re: Wrong email address

Katie_B — Fri, 15 Nov 2024 18:44:31 GMT

Hi @GeorgeWeb.

Thanks so much for getting back to me.

I understand this is concerning.

I'd recommend waiting to speak with someone so this can be looked into further.

We have no account access here on the EE Community and there is currently no Live Chat for EE Broadband.

Please keep us updated on the outcome of your call.

Katie

Re: Wrong email address

GeorgeWeb — Fri, 15 Nov 2024 19:20:22 GMT

I'll give it another go. Is there a reason I'm blocked on the ee websites?

Not the best start for me with ee.

Re: Wrong email address

Rach_H — Sat, 16 Nov 2024 10:43:59 GMT

I'm not sure this about why this is happening @GeorgeWeb, but the team should be able to take a look when you speak with them.

Rach

Re: Wrong email address

GeorgeWeb — Sat, 16 Nov 2024 23:56:33 GMT

Got it sorted thanks, but no explanation as to why someone else’s email was on my details. Wasn’t an ‘old’ one, clearly someone else’s. Presumably mine is on his!

Can’t say my first impression of ee is great,

Re: Wrong email address

Rach_H — Sun, 17 Nov 2024 11:26:39 GMT

I'm glad to hear this got sorted for you @GeorgeWeb and I can understand your concern about what has happened here.

Did the team advise that this would be investigated when you spoke with them?

Rach

Re: Wrong email address

GeorgeWeb — Sun, 17 Nov 2024 12:15:03 GMT

The chap I spoke to seemed baffled by this - suggested it was human error. The email address was a virgin.net one, which I've never used so perhaps another user has my email address on his/her account.

Re: Wrong email address

Michael_D — Mon, 18 Nov 2024 12:56:44 GMT

Thanks for coming back to us @GeorgeWeb.

It is more likely that the email address has been entered incorrectly. If someone had your email address, you'd be getting emails with their account details.

Did the team manage to get it corrected for you?

Michael

Re: Wrong email address

GeorgeWeb — Mon, 18 Nov 2024 13:20:47 GMT

Yes, I've checked and it has been amended. I'll never know how it came about!