Contact number in profile.

[Alawon]

The contact number in my EE account profile is still the number that my SIM had before I ported in my number. I cannot edit it because it is no longer able to receive the passcode that I would need to do this. I see that some users have been able to fix this by calling 150. This did not work for me. The assistant could not help even after long absences, presumably to consult with colleagues. His only suggestion was to wait another week and see if the problem fixed itself. I suspect that I have to use a precise phrase such as “update the mobile number in the contacts section of my EE ID profile”. My question is, will they require my email  address, rather than my mobile number, to access this and should I therefore be suspicious if they don’t ask for it?

[Rach_H]

Hi @Alawon,

Welcome back to the Community!

I'm so sorry to hear that this hasn't been resolved when you'e gotten in touch with the team. The team will be able to see the email address you have linked to your account from your mobile number, so you won't neccesarily need to be concerned if they don't ask this when you call.

What did they advise the next steps would be when you last spoke with them?

Rach

[Alawon]

Hi @Rach_H 

The next step was to wait another week to see if the problem resolved itself. I have today spent probably 30 or so minutes sat with an assistant in an EE shop as they tried to update my contact number. They could not even find the contact number in my profile let alone have to consider if they had authority to change it. I can understand the problem that the assistant on 150 had and without the luxury of the account holder and phone beside them. The only option the assistant came across was to create a new profile and they did not want to take responsibility for doing that. I didn’t want it either given the effort involved in getting the name and DOB fields populated in the profile (create a verified id)  and any other complications that might ensue. I presume that if EE wanted to contact me they would use the number in my plan which is correct. I do not know the purpose of the contact number in my profile but if it’s there then it should be correct. I was just trying to tidy up. I am now resigned to having an untidy profile.

The moral of this story is that if you are planning to port your existing number into your new PAYG account, change the contact number in your profile BEFORE you request the port and while you can still receive the passcode that will allow you to do it. It won’t happen automatically. 

Thank you for your interest. 

Alan

[Leanne_T · Accepted solution]

Hi there @Alawon 

I am sorry this has not been resolved for you, if you would like to discuss getting the EE account investigated please try calling us again on 150. 

The team can see what is needed to get the number updated and if needed open a support ticket for the relevant team to get this sorted. 

Leanne.

[Alawon]

Hi Leanne

Thanks for the advice. I contacted 150 again and got a very helpful and reassuring agent who explained that the contact number was not important. I was not in any danger or missing anything by having the wrong number there and, as long as everything else was working, things were best left alone. I too feel that this is the safest thing to do. 

Thanks again. 

Alan

[Leanne_T]

Thanks very much for coming back and letting me know @Alawon 

Have a lovely day 🙂

Leanne.