I’m hoping someone from EE can help because I have reached the point where I genuinely don’t know where else to turn.
My partner died recently and I have been trying to sort out his EE broadband and mobile accounts through the bereavement process.
I contacted the Bereavement Team twice to transfer the broadband into my name and eventually received a letter confirming a new EE account. However, the letter only shows part of the account number and gives no information about the monthly cost, billing arrangements, discounts or exactly what I am paying for.
I am already an EE customer with an EE ID, but every time I try to add the transferred broadband account to My EE I get an error. I reported this by phone and was told it would be fixed within a couple of days, but that was a couple of weeks ago and it still doesn't work.
I subsequently tried online chat and was told I needed to contact the Business Team. I called during the stated opening hours only to get a message saying the office was closed.
I have now made a formal complaint to EE and have a complaint reference, but I am still not getting a response or any meaningful help. I’ve also messaged via Instagram, but only get automated replies.
I am also becoming increasingly concerned about my late partner's mobile number. His estate is still being administered and the number is connected with accounts and organisations that may still need it for contact or verification. I need to know when EE intends to disconnect it and, ideally, I would like to transfer the number into my name or at least keep it active while the estate is being dealt with.
It is particularly important that this is sorted out because I live in a rural area with poor mobile reception and rely heavily on broadband and Wi-Fi Calling. I really cannot risk the broadband service being disrupted while EE decides which department is responsible.
I don't want to post any account numbers, telephone numbers, addresses or my complaint reference publicly. If an EE Community moderator or member of staff can help get this escalated to someone who can actually take ownership of the case, I would be very grateful.
At the moment I seem to be going around in circles between departments despite having followed everything EE has asked me to do.
