Old broadband account

[KittyTu]

Hi,

this request is going way back - apologies for this. I did contact the broadband customer service billing line, we spoke for about 20 minutes but to no avail. They advised I come on to the community to see if anyone can offer any advice.

I held a home BroadBand account with EE in 2015 (it was either 1 or 2 years). 

I purchased the deal via MoneySaving expert, with a deal for paying for the broadband upfront and they gave a £50 amazon voucher as an incentive (the handling of the voucher was done by a 3rd party called 'affiliaate window'. 

I know the date I made the purchase, the account number I was given, and the order reference number (the 'DKI number'). In theory that sounds like it should be realtively easy to match to an account, but I realise it is 10 years ago, plus the fact this account was purchased via MoneySaving expert may have caused confusion-the call handler did mention that such accounts are sometimes opened in the name of the intermediary after they buy a bunch of accounts from EE.

However, when speaking with EE over the phone this morning (and they liaised with the 'legacy' department) the staff were unable to match this information up to any account. Even when they manually searched for my address, they said this address has never been serviced by EE broadband. They said that the account number I gave was 2 digits short-but it definitely is the correct account number as I have an email from an EE staff member which states the account number. They mentioned that the DKI number also returned no hits in their search. I realise it is a long time ago-and I wasn't really looking for statements/copies of statements-it was more to find out the dates the account was active. For info-the account number I have is 7 digits long. The DKI number obviously begins 'DKI' and is followed by 7 numbers. 

I am more than happy to pay for a copy of a statement, or email confirmation etc. However, as a non-EE customer at present, I am caught between a rock and a hard place as I can't email anyone, and if I call the customer service line again-this will likely yield no result. I am posting here in the hope that an EE staff member has seen an issue like this before - I strongly suspect the purchasing it via MoneySaving expert could be what has led to the account being assigned an unusual account number perhaps?

Any advice greatly appreciated 

[XRaySpeX]

Just a wild idea but did you have a landline phone at the time & do you still have it?

Otherwise can't you tell from your old bank a/c's?

BTW: Most of us here are not EE staff members & are possibly more likely to be able to address this. Anyway you've already reached a dead-end with EE.

[KittyTu]

Hi thank you for replying. 

I don't currently use a landline-but I believe I have the phone number that was associated with this old account.

Regarding the bank accounts-I'm afraid because I paid upfront for 12 months account, including line rental-I never paid using direct debit. I can see that I paid £138 for a years worth of broadband+line rental on 6/1/15, but that is the only transaction I have. 

any ideas-please do let me knw=ow. 

[Northerner]

Hi @KittyTu 

What is the purpose of the enquiry as it looks like you are after a £50 voucher from 10 years ago.

It is likely your data (account) was erased under data protection after maybe 5-7 years if you no longer a customer. I suspect this is why there is no trace of you or your address.

Thanks 

[KittyTu]

Hi Northerner,

no I'm not looking for a £50 voucher (that was provided at the time). 

I realise statements etc will likely be deleted-but I am sure EE would have records of when someone held an account with them, even if associated statements etc are deleted?

Thanks

[Northerner]

Hi @KittyTu 

EE cannot keep your details by law. Please see below:

In essence they won't have any information after all this time. 

https://ee.co.uk/eeprivacycentre/ee-privacy-policy

Thanks 

[XRaySpeX]

Do you know that phone no.?

If you paid MSE upfront for the full duration there is no way that EE would know you as MSE would booked that line with EE thro' a proxy. Only MSE would ever have this info. Only they might track it from your transaction of 06/01/15.

[XRaySpeX]

Even if EE had records of BB at your addy at the time they couldn't possibly release any details of it to you as you were not the a/c holder under Privacy laws.

[KittyTu]

Thanks Northerner-I didn't realise that. Thanks for confirming and to you both for taking the time to reply-this info will indeed be well and truly gone. 

@XRaySpeX  - I did locate the phone number which was associated with the account, so in the unlikely event that this is of any use, please let me know. 

Best wishes

[XRaySpeX]

Either send the phone no. to me by PM (DO NOT PUT IT ANYWHERE ON A POST IN THIS THREAD) or 

What does BT Wholesale Broadband Availability Checker estimate for that phone number? Post the whole table and the line above it, blanking out your phone number.