Wrong advice given on sale

[MattyLeeT18]

So I took out a new contract and the woman who sold it said it’s easy to transfer a number from another ee account to mine, they gave us a new contract with a sim, however because I cancelled my Apple Watch last month they said it won’t drop off till 12th of Jan and the number they gave would have to be treated as number 3 and the number I’m transferring from another ownership to my name would be a 4th and that’s not allowed. Why did the store make out like the number chance would be simple internally but customer service are claiming a 4th number would not be allowed. It means that my gf who wants to keep her number can’t use it now due to this issue and is having to watch for the Apple Watch to drop off, just so that the number they sold which will then turn to a payg number as the number we will be transferring will be used as the contract number. And that it appears as 3 numbers and not 4 numbers. Anyone got any advice 

[MattyLeeT18]

Thanks @Peter_W , I know when I did phone cancellations to cancel the internet as that can’t be done in store, the agent did say what should of happened first is

1. they do the change of ownership form. Which would have being the 3rd line.

2. they then set up the deal as that’s how it should have worked and they should of advised that beforehand.

i know they also said that because they never did that that’s where the issue lies as obviously the contract was setup with its own number which then meant even with a change of ownership it  would of meant I have 4 numbers.

1 for my existing contract

2. for my Apple Watch which they confirmed the cancellation was only processed on the 12th of this but that’s in itself need to be investigated as the notice was filed in October. And realsitcally if it was cancelled on time it should have ended that number on the 12th of December rather then 12th Jan. which obviously could of helped avoid this issue 

3. the new number they created

4. the number transferring in via change of ownership.

@Peter_W 

can you confirm if this is correct what I was told for the future

In the event something like this happens ever again then we can change the contract over from the number it was sold with to the number transferring in regardless of if it’s internal via change of ownership or transfer however for change of ownership it’s always worth checking how many account lines the system will allow first.

[Peter_W]

@MattyLeeT18 When it comes to what should have happened here, it largely comes down to what you were trying to achieve. 

If you were simply trying to consolidate both of these numbers on the same account, the change of ownership can take place provided the relevant eligibility checks have been completed. 

Each EE customer has an internal credit class that determines how many lines they can take, and you would need to have another line available in order to accept the transfer to your account.

As for the Watch cancellation - it would come down to how you requested cancellation. 

The minimum commitment period is simply how long you're in contract for, the plan doesn't automatically cancel once this comes to an end. 

When you contact us to formally request disconnection, this will cancel 30 days from the point of contract.

Peter