Being added to an A/C as a 3rd party contact via call with Customer Services

[Mellman]

Good Afternoon, 

Just seeking clarity on something - My father is the account holder and bill payer - however I am the primary user of the internet in our house. I did some research on these forums and found that it's possible for an account holder to nominate a 3rd party to be able to speak to EE via a call with C/S to set this up. All good there. We took the time to do this around 10 days ago, upgraded our internet package and were told we'd be sent a new router. 

Today, I called C/S as the 3rd party authority to consult about the location of the router as we've received no email or delivery and was told abruptly by a C/S representative (or whoever you get put through to 1st) that EE does not allow anyone aside from the account holder to speak regarding the account - they were adamant that this was a cut and dry situation - I explained that I'd seen information to the contrary time and time again on this forum and she said that will be "looked into" - my Father was not at home at the time to field the security questions as the account holder and the call was terminated. 

Who do I believe here? Did we waste our time with the very helpful C/S attendant 10 days ago setting all of this up? She was receptive to the idea and showed no hint of our demand being an impossibility. 

[Mellman]

Crazy that this is still going on - I'm getting kicked back by a Line Manager now on a call - despite giving them the direct source to this information - https://ee.co.uk/help/here-for-you/account-support-vulnerable-customers

Absolute madness lol.

[JimM11]

@Mellman Are you really that surprised?

[Mellman]

Probably not overall but at the specifics yes, they asked where I read this, I told them, they said "Give me the full web address" and upon receiving it said "I'm not going to type that in there's too many slashes I don't have the time".

[XRaySpeX]

Lazy lot! They didn't need to type the long URL you gave them over the phone. They could just search their own Help system.

[Mellman]

XRaySpeX - in your experience, is this something that is worth continually 'fighting' against? I have submitted a complaint regarding the call this morning and the entire experience so far when trying to get this process done (as per the own dang online guidelines) but I don't know if it will just lead me round in circles - is the 'official complains procedure' something that yields results? 

[XRaySpeX]

Why don't you just take up my alternative of a change of ownership to yourself?

[Mellman]

Because my Father, the account holder, is the bill payer and has his phone and other services through EE - which he wants to continue to independently manage. The only reason I am getting involved is because I am the primary user of the broadband and he is time pressed, so can't be around everytime I may need to make a call to them. 

[Christopher_G]

Hi @Mellman 

I've sent you a private message to try and get you some help with this. Could you take a look at your community inbox and get back to me please?

Thanks

Chris

[XRaySpeX]

You only need to change the ownership of the BB contract. The mobile phones & others can stay on his existing EE a/c.

Altho' you'll take over the full responsibility of the BB contract incl. ensuring that all payments are made you can make anybody as the bill payer. I.e. it's your responsibility but not necessarily your bank a/c.

[Mellman]

Thanks Christopher, I've responded now.