topic Re: Urgent need of help in Security

Urgent need of help

195264961 — Thu, 06 Feb 2025 17:04:47 GMT

Hello, I am in a terrible situation and am really stressed out over it. Every account I have ever owned, from Instagram to my crypto, to my old game accounts from PlayStation, Xbox- everything I have and have spent money on, even all my emails and my Apple account-are linked to a number that you guys deactivated. I paid my contract for years and missed 3 or 4 payments near the end , and couldn't use my phone as you shut down my data and credit. I always intended to pay my bill, but sometimes over 2 years, things happen, and I was going to be a little late and didn't want to affect my credit score, which was the main reason I started the contract. I also needed my number to access my accounts . When I phoned up and asked how long after paying my final bill I would have access, I was told I can't have it back. Is there any way possible I can get access to the codes being sent to my number to change my 2FA and regain access ? I recently lost my phone too and cannot find it as someone picked it up. It has the SIM card in it with the number, so I am unable to ring or send texts to ask if somebody has it or get the codes to my number to access my Apple account and track it. Now I have lost money, emails, all my social accounts, pictures, videos, and game accounts because I had an issue being able to pay on time some months. I will pay all my money just to get the codes -I have no idea what to do. Please, please, please help me in any way you can. I am begging you to help me; I just need the codes, if not the number. Nobody has it because it says it's not recognized.

Re: Urgent need of help

195264961 — Thu, 06 Feb 2025 17:08:51 GMT

When I say I will pay my money, I don't mean the bill; I am already paying the bill. I mean I will pay more if there is another way that costs more money. If that's the case, I just please need my access, at least to the codes that are being sent over. please please please help me please

Re: Urgent need of help

bristolian — Thu, 06 Feb 2025 17:28:30 GMT

A pay-monthly line will remain active for as long as the contractual monthly payments are maintained. It is standard advice to anyone in financial difficulties, to contact EE-CS ASAP and discuss their situation with them. Unfortunately doing the opposite and not contacting EE-CS, can result in a line being first restricted, then suspended, and eventually disconnected outright.

https://ee.co.uk/help/billing-payments/financial-support/i-cant-pay-my-bill

EE-CS have access to your specific account which is not possible on this public internet-forum.

Re: Urgent need of help

195264961 — Thu, 06 Feb 2025 18:39:45 GMT

my account is already disconnected outright i cannot contact for any financial supports its already cancelled

Re: Urgent need of help

Linzi_H — Fri, 07 Feb 2025 08:28:08 GMT

Hi @195264961

If the team has advised your account and mobile number have been disconnected and cannot be reinstated, this advice will be accurate. Once a number is disconnected like this, there is only a small window of opportunity to get it back I'm afraid.

The only thing I can suggest is that you reach out to these companies and see if you can update your contact information with them directly to get what you need.

Linzi

Re: Urgent need of help

195264961 — Fri, 07 Feb 2025 10:16:31 GMT

all this because i couldnt pay 2 payments on time after me paying 90 percent of them on time when will the number be given out to somebody new and why cant i claim it in a new account with a new sim?

Re: Urgent need of help

195264961 — Fri, 07 Feb 2025 10:20:28 GMT

it is not possible to reach out to 30+ companies some of which you cant even reach out to and prove they are my accounts i need this number i don think you understand how important this is i just lost my phone to and cant even track ring or message it with my accounts logged in i still couldnt change the number then because you would still need a code to do so

Re: Urgent need of help

195264961 — Fri, 07 Feb 2025 10:33:09 GMT

so you help me with nothing dont even read what i said and mark it as solved without asking me if i need help with anything else or something?

Re: Urgent need of help

Peter_W — Fri, 07 Feb 2025 12:47:41 GMT

Hi again @195264961.

With a standard cancellation we can usually reinstate the number if you get in touch within 90 days, but as this was due to non-payment there may be more factors we need to consider.

With non-payment we would never just cancel this with short notice too, so you would absolutely have been offered the assistance of our Payment Support team before it gets to the point of cancellation.

As @bristolian mentioned, contacting our team is going to be the best way to get this resolved, and if the option for getting the number back is there, we'll absolutely do our best to make this happen.

If you'd prefer it's also possible to raise this as a complaint directly with our complaints team, and you can find all the details you need on how to do this on our complaints code of practice.

Peter

Re: Urgent need of help

195264961 — Sat, 08 Feb 2025 11:28:31 GMT

thank you Peter i have already phoned EE and they told me i cannot have my number back is there nothing else i can do?

Re: Urgent need of help

bristolian — Sat, 08 Feb 2025 11:35:58 GMT

@195264961 wrote:

thank you Peter i have already phoned EE and they told me i cannot have my number back is there nothing else i can do?

If CS have advised you that your number is irrecoverable, then your number is irrecoverable.

I would recommend you start making alternative arrangements for all your accounts.