Someone has been given my mums number today, her heart monitor has been cut off

[HanlouC]

I need help urgently. My mum is on TalkTalk, and has a two year contract, Earlier today a couple in her town had their phone connected on EE to my mums number, meaning my mum has been cut off. She has heart failure and cancer, and has a monitor for her heart and a falls detector - both of which have been cut off.  Neither TalkTalk nor EE are replying to messages. How do I get my mums heart monitor turned back on? The phone number that the other couple were given is one digit different to my mums, but we need this number back as she is under several different hospitals and they all have this phone number. However, the priority tonight is to get the heart monitor reconnected. Please help. 

[XRaySpeX]

If the other couple were given a no. one digit different to your Mum's then it isn't her no. A mistake has been made & it is up to TT to sort out & get the no. back, even if EE requested and/or TT released your Mum's no. with a typo in the digits.

[HanlouC]

The people who have the number spent all day yesterday trying to tell EE that they have been given the wrong number, EE refused to help. We tried to contact TalkTalk but it's impossible when you no longer have the phone number. I guess if neither company is going to work with us then I'll have to phone my mums MP first thing this morning and get them to deal with it. Just passing the buck backwards and forwards between the two companies doesn't get the heart monitor turned on. I really had hoped that this would be taken seriously and dealt with, without all this fuss. 

[Chris_B]

@HanlouC   You say it’s one digit different so it’s not the same number it’s different.  You have to take this up with the service provider. 

[HanlouC]

Mr H's number should begin 532XXX, he has been connected to my mums number which is 537XXX.  Talktalk cannot connect my mum back to 537 because EE have connected Mr H to it. EE need to change Mr H to 532, releasing my mums number for Talktalk to reconnect her.  It is EE who need to make the first move. How do I get this to happen?

[Peter_W]

Hi there!

I've picked up your main thread around your mother's phone connection, and am really keen to see what we can do to get this escalated at our end. 

What details do you know in relation to the account holder who has been assigned your mother's number?

I'd like to get these raised to our Executive Care team for further investigation, so anything you can provide here would be massively helpful. 

I do need to set an expectation that we can't guarantee this contact will be successful, but given the sensitivity of your mother's situation, I'd like to do all I can here.

Best wishes,

Peter

[Peter_W]

Good morning @HanlouC.

I've just popped you over a private message about this now, and we'll see what we can do to help.

Thanks,

Peter