topic Re: Two phone numbers on my bill in Archived Posts

Two phone numbers on my bill

Karen128 — Tue, 23 Jun 2020 11:21:57 GMT

I recently upgraded my phone but now I have to pay for two phones, this was very confusing and my bill should be only £33.99 and is now £89 this was never the idea and I need to get the cost down,

The selling techniques are very confusing and it should have been an upgrade never an extra phone bill

Re: Two phone numbers on my bill

bristolian — Tue, 23 Jun 2020 11:33:28 GMT

Hi @Karen128

Did you actually upgrade? Or were you sold a new contract? Check your paperwork, because it sounds very much like you've not actually upgraded.

Which would mean the next obvious question is, who did you buy the phone from? Was it EE direct, or a third party?

Re: Two phone numbers on my bill

XRaySpeX — Tue, 23 Jun 2020 11:33:47 GMT

If you upgraded there will be some overlap in view of you would've been paying the old contract a month in advance but it should sort itself out in your next bill when you'll get a rebate for the overlap.

Re: Two phone numbers on my bill

Karen128 — Tue, 23 Jun 2020 11:45:34 GMT

yes, I "upgraded" on the EE website following their instructions. It's clear they added the new phone with the new number on my existing account. Before I agreed with the upgrade I must have checked several times to see that the costs were right.

I try to get help from EE but the waiting times are long

Re: Two phone numbers on my bill

James_B — Tue, 23 Jun 2020 14:04:08 GMT

Hi @Karen128,

Welcome to the EE Community. 🙂

If you have ordered an additional line instead of an upgrade, please fill out our online returns form to arrange returning the second phone.

You can then upgrade at shop.ee.co.uk/upgrade.

Thanks

James