I'll try and explain this simply.
My father has a monthly EE (Originally Orange) mobile contract. He's had the same number and monthly contract for at least 30yrs+. On the contract he and my mother each have a SONY XPERIA L1 G3311 phone. My mother's phone being the additional phone on his contract.
Earlier today, my mother brought me her phone, saying that whilst it was charging near by, it had suddenly made a loud bang and the back panel of the phone was partly blown off. I immediately saw that the phone battery, (which isn't removable, but rather sealed into the phone), had swelled and partly blown off the fixed back panel. The battery had exploded inside the sealed phone. I immediately checked my father's phone, being the exact same make and mobile L1, and upon taking it out of his phone case, I found that it's back panel had been partly ripped away from the phone and its battery was swollen badly. The leather phone case had hidden the issue and kept everything together.
This is my issue. My father has no Orange/EE paper bills. I'm assuming that he opted at some point for paperless billing. This means he doesn't have a record of this EE account/contract number. He hadn't ever downloaded the EE app, nor accessed his EE account online, and I'm assuming never created one online, so I can't just upgrade his contract and two new phones via the My EE account upgrade section. Nether he nor my mother use their their phones for anything other than calling, texting and occasionally taking the odd picture of family, etc.
What I need to do is renew/update my father's contract and replace both his and my mother's phones with the cheapest options. (My father's phone being the primary one and my mother's the secondary one on his account). We don't have a landline anymore and the only working phone in the house is this one, my own. (I'm also an EE pay monthly customer of about 20yrs+)
How can I/we accomplish the above without us knowing his EE account number, any online My EE account that's linked to his mobile and no landline to call EE existing customer help line?
(I wish this were a hypothetical question but every part of the above is right. I was only discharged from a lengthy stay in hospital within the last 24 hours for spinal nerve issues. I feel like absolute fubar!)
