Cancelling an old number after upgrading

WOODYCANTONA
Explorer

‎15-11-2022 07:13 PM - last edited on ‎16-11-2022 08:54 AM by EE Community Moderator

I upgraded my boys phone and they are still charging me for the old number ,they told me originally that it was all sorted but I am still paying the bill,

I have tried phoning them but after 2 hours each time I gave up ,how can I sort this online

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3 REPLIES 3
Leanne_T
EE Community Support Team

‎16-11-2022 08:35 AM

Hi @WOODYCANTONA

Thanks for posting. 

Did you get a new number with the upgrade? 

Have you received the phone? 

Leanne. 

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WOODYCANTONA
Explorer
In response to Leanne_T

‎16-11-2022 03:45 PM

HI LEANNE
Yes we got a new number with the upgrade but EE did not cancel the old number after telling me they would
Kind regards
Mark Wood
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Leanne_T
EE Community Support Team
In response to WOODYCANTONA

‎16-11-2022 03:46 PM

Thanks @WOODYCANTONA

If this was an upgrade you would not get a new number, it sounds like this has been an additional contract on your account. 

Have you requested to cancel the number over 30 days ago? 

Leanne.

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