topic Re: Numbers merged in error by EE in Contracts & Billing

Numbers merged in error by EE

sarahw71 — Wed, 05 Jun 2024 12:04:11 GMT

i had 2 accounts with phones for myself and my family, i asked for the accounts to be merged, instead by mistake 2 of the numbers were merged apparently (one deleted and one transferred), this was identified straight away by the staff member from EE who apologised for doing this incorrectly, i was assured this would be corrected ASAP, i have phoned numerous times and been told it's being dealt with and someone will call me back to update, which hasn't happened i have had a few text messages to advise it is being dealt with and now the number that was transferred is not working ! This was over 2 weeks ago now neither of the 'merged' numbers are working so myself and my husband are without a phones !

Any help would be appreciated

Re: Numbers merged in error by EE

Leanne_T — Wed, 05 Jun 2024 14:14:50 GMT

Hi @sarahw71

Thanks for coming to the community.

I am very sorry to hear the numbers are not working and the merge has not been corrected for you both.

To get an update on the account and to find out why the numbers are not working, please get back in touch with our mobile guides who have full access to the account history to get this looked into.

You can find ways to contact us on our Contact EE page from any other mobile or landline.

Leanne.

Re: Numbers merged in error by EE

sarahw71 — Wed, 05 Jun 2024 14:27:53 GMT

i have contacted them about 8 times and they say someone will phone me back - it doesn't happen they should be phoning me today but nothing so far, not sure how unless they connect my phone and i don't have a landline. Yesterday i was promised it would be working today but it's not ? Any other ideas ?

Re: Numbers merged in error by EE

sarahw71 — Wed, 05 Jun 2024 14:48:18 GMT

Re: Numbers merged in error by EE

Leanne_T — Wed, 05 Jun 2024 15:21:00 GMT

Thanks for coming back to me @sarahw71

Did you provide any other contact number the team could use to contact you with an update?

If not, you would need to call us from any other phone when you have one available and the team can help you get this looked into and provide an update on your account.

Leanne.

Re: Numbers merged in error by EE

sarahw71 — Thu, 06 Jun 2024 10:49:51 GMT

i have phoned on my son's phone when he's home but he's not always here , and they can't give me an update ??

Re: Numbers merged in error by EE

Leanne_T — Thu, 06 Jun 2024 12:27:30 GMT

Hi there @sarahw71

Thanks for coming back to me.

Did the team advise this is still being investigated and there was no update at the moment?

Leanne.

Re: Numbers merged in error by EE

sarahw71 — Tue, 11 Jun 2024 10:29:13 GMT

yes but that was 21 days ago today ! i still haven't had an update ?? What should i do ?

Re: Numbers merged in error by EE

Leanne_T — Tue, 11 Jun 2024 11:26:01 GMT

Hi @sarahw71

I am sorry to hear this, please call us again and the team will have access to your account and provide an update on the merge for you.

Leanne.