Update contact details

[Frankie33]

Hello a while ago I was inundated with spam calls and EE free of charge changed my number, how ever my old number is still listed as my contact info when I try to changed it they want to send a verification pin to the number that was replaced which of course I don't have access to.

"Can’t access your existing mobile? Call 150 from your EE mobile or 0800 956 6000 from any other phone to get help from one of our advisors."

So I went through the above process got put into EE rapid text messaging where I was just going in circle with a rep who had no Idea what was going on kept talking about upgrades re-activating the old number in the end i gave up and quit the chat.

I just want to change my old number for my new one on the contact information section of my account and the EE app.

is that possible?

[Rach_H]

Hi @Frankie33,

Welcome to the Community!

We don't want you to have any concerns over your contact number in your app or your online account, so I can understand why you've been left feeling disappointed after speaking with our team.

When you log into your online account does your new number show as active outside of the 'Personal Information' section?

Rach

[Frankie33]

Yes, the only reference to the old number is in my contact info, actually switched numbers a few months ago.

Today I was attempting to order/switch to  EE broadband when it showed my old number I'm afraid they will contact the wrong person for delivery ect, so i backed out of the order. 

[Rach_H]

When you first log into your online account, are you able to try changing the number there? It should check which number to send the PIN to and come up as the number you are using.

However, if you do place an order the contact information we use will be what you enter into the form, or what is active in your account from our side of things, so you won't need to worry that any updates will go elsewhere.

Rach

[Frankie33]

unfortunately not it sends it to the old number listed in my personal info/contact.

as for the second point maybe because I used the EE app the info was  filled out for me on the order I will try again from a Browser on the PC.

[Frankie33]

Even on the PC the "my details" section is prefilled and can not be edited. listing my old number as the contact

[Rach_H · Accepted solution]

Ahh, thanks for letting me know a little more about what's been going on @Frankie33 

I'd recommend getting back in touch with our team, and they will be able to raise this fault to our back end team to take a look. 

They'll also be able to take a look into your broadband order with you.

Rach

[Frankie33]

ok Thanks for the help 🙂. I'll try and actually talk to someone this time.

[Rach_H]

Let me know how you get on @Frankie33 

Rach

[Frankie33]

I now have a broadband order attached to my current phone number after a quick call to 150.