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Upgrade Applied to Wrong Number

craigjohnston
Visitor

‎27-07-2020 01:29 PM

Hi there,

 

I have an EE account with 2 phone plans. I called on Friday to upgrade one of the plans, and despite checking with the agent that the correct number was being upgraded, it turns out it's actually been done on the wrong one.

 

I checked My EE this morning to find that the new tariff had been applied to the incorrect number, so I called customer services. They advised that the only solution is to return the new phone when it arrives tomorrow and place a new order. Surely there must be an easier way to fix this mistake? Both numbers are currently using identical phones. I was under the impression the current SIM card would be used in the new phone, so cannot understand the need for a return.

 

Kind regards,

 

Craig

0 Helpful
2 REPLIES 2
Chris_B
EE Community Star
EE Community Star

‎27-07-2020 02:17 PM

@craigjohnston   You’ll need to return it as the upgrade was to the wrong contract.  This can not be switched over as the returned device has to be processed as a return and that wrong contract can go back to the original tariff it was on. 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
Christopher_G
EE Community Support Team

‎27-07-2020 02:59 PM

Hi and welcome to the community, @craigjohnston

 

I'm sorry to hear there was a mix-up with your upgrade.Once the phone is returned, they'll be able to order the upgrade against the correct number.

 

Chris