topic Ordering 3 separate upgrades for by family plan - two applied to the same number in Orders

Ordering 3 separate upgrades for by family plan - two applied to the same number

Cirrus — Wed, 27 Jul 2022 20:59:09 GMT

Hi,

I've just ordered three upgrades to my family (2 new phones and 1 SIM only). I selected each of the phones in turn to do the upgrade but when I received the confirmation emails two of them said that they were going to send delivery text to the same number. I'm concerned that an upgrade may have been applied to the same number twice, but there's no way for me to check this online or via the phone system. I can't seem to get through to a human to talk about it. Who can I speak to to make sure that the upgrades have been applied to the correct numbers?

Thanks

Re: Ordering 3 separate upgrades for by family plan - two applied to the same number

XRaySpeX — Wed, 27 Jul 2022 21:27:23 GMT

Is that same no. the no. of the a/c holder &/or the contact no. under your MyEE Profile?

Re: Ordering 3 separate upgrades for by family plan - two applied to the same number

Cirrus — Wed, 27 Jul 2022 21:36:37 GMT

Hi,

There are three numbers - mine (account holder), daughter1 and daughter2.

My upgraded shows my number - all OK

Daughter1 upgrade (SIM only) shows her number - OK

Daughter2 upgrade (phone) shows Daughter1's number - so is this upgrade applied to daughter1 as well? It was ordered under her own number so not sure what's happening.

Re: Ordering 3 separate upgrades for by family plan - two applied to the same number

Jon_K — Thu, 28 Jul 2022 07:54:10 GMT

Hi @Cirrus.

It shouldn't be possible to upgrade twice on one number within a few minutes.

Our Customer Care team are open this morning if you'd like to double check this.

Jon

Re: Ordering 3 separate upgrades for by family plan - two applied to the same number

Cirrus — Thu, 28 Jul 2022 09:15:47 GMT

Hello Jon

That's good to hear but I'd like to confirm with customer service. Is there a number I should call to speak to a person? When I try the number on the website it only goes through various options with no way to speak to someone.

Thanks

Re: Ordering 3 separate upgrades for by family plan - two applied to the same number

Jon_K — Thu, 28 Jul 2022 09:23:02 GMT

Hi @Cirrus.

If you call 150 from an EE handset and follow the options to speak to our billing team, they'll be able to help you with this.

Jon

Re: Ordering 3 separate upgrades for by family plan - two applied to the same number

Cirrus — Fri, 29 Jul 2022 16:28:25 GMT

Jon

Thanks for the information. I spoke to the billing team and the issue was resolved.

Thanks

Re: Ordering 3 separate upgrades for by family plan - two applied to the same number

James_B — Sat, 30 Jul 2022 07:58:47 GMT

Thanks for letting us know @Cirrus 🙂

James