topic Re: Disability registration in Archived Posts

Disability registration

DeafGirl — Fri, 10 Apr 2020 14:17:15 GMT

Hello

A friend sent me details of a scheme EE are running in which "EE are giving their vulnerable and disabled customers unlimited calls, texts and data so they can keep in touch without worrying about their bill…." The closing date for that scheme was 24th March this year.

I am not sure if I AM already registered as I have been with Orange/EE for about 15 years now. I tried to log in at the contact details of the scheme but my details weren't recognised so whether I had registered so long ago and have now forgotten the password/email address (as I had a different email address then), I'm not sure. Then again, I did have a lot of issues with my account when EE took over Orange.

I am reluctant to call EE as it seems it's dealing with a high volume of calls at the moment and trying for hours to get through with the aid of a BSL interpreter's not a prospect I want to face. There's no email address for me to contact EE and Live Chat seems to have disappeared. Has anyone got a better suggestion of how I can contact them please? Is there someone from EE who's monitoring these threads?

I'll keep a copy of this topic in case

Many thanks for any help you can give me.

Re: Disability registration

Alex_S — Fri, 10 Apr 2020 14:39:57 GMT

Hi @DeafGirl

Welcome to the EE Community 🙂

We have customers identified with us as vulnerable and disabled through them registering with us using our online forms. This change is for customers who have already registered with us as vulnerable and disabled before 24th March 2020.

We’ll monitor this and may review whether we can expand it further to customers who sign up after this time, as well as looking at other ways that we may be able to help our vulnerable customers at this difficult time.

Customers will receive a text message this week if they are receiving unlimited calls, texts and data.

You can register your disability details with us online so we have to help support you.

Alex 🙂

Re: Disability registration

DeafGirl — Fri, 10 Apr 2020 15:16:14 GMT

Thank you Alex for your quick response

I have filled in the form and sent it just in case.

However, I don't know if I am already registered in the past 15 years and I've no way of finding out as I have been with first Orange and then secondly EE. I've had problems with my account every time I upgraded as no-one was sure whether I was with Orange or EE! It may be the same thing will have happened with my disability registration.

DeafGirl

Re: Disability registration

Alex_S — Fri, 10 Apr 2020 15:56:25 GMT

Hi @DeafGirl,

Any information we held for you on Orange would have been transferred over to EE. We now only have one system so there should be no confusion the next time you come to upgrade.

Our customer care team will be able to give you information about your account if you want to check if you are registered.

I think to register again is the best way. The new form you have submitted will be processed and if you weren't already registered, that information will be on your account soon.

Alex 🙂