I tried to upgrade to a new phone via the EE app. I selected the Upgrade option in the Menu and selected the phone/plan I wanted from the All Phones list. I had to call the sales team the next day to confirm the order so it could be processed. While on the call I was told I was getting a new sim with the same phone number to replace my existing one. Regardless, EE processed the order as a second line/contract order rather than an upgrade. I called customer service, I explained the issue and while attempting to merge the contracts they accidentally deleted/lost my phone number. Initially they said it will take 3 to 5 days to fix the problem, after that they said they need another week, then another, then another. Meanwhile, my account shows I have two contracts, both with new phone numbers and a cumulative bill.
Questions:
- Can the old number be retrieved and how long does it take?
- EE did not merge the contracts and at the moment my bill looks bigger than it should (they covered the cost of one of the contracts for the first month). Do they need to keep both contracts open while waiting for my phone number to be retrieved?
- Shall I ask for compensation? This proves to be a much bigger issues that I initially estimated as there are some accounts I cannot access at the moment as the old number was saved as a secondary security step. Also, I lost quite a lot of time on the phone with EE.
