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
