Wrong email address

[GeorgeWeb]

My email address in 'personal details' is wrong - it's clearly someone else's with a similar name to mine. I can't change it because a code is sent to the wrong address to allow the change. I'm apparently blocked from all ee sites now too!

[Chris_B]

@GeorgeWeb  You’ll need to speak with customer support about this.    And a code is sent via text not email. 

[GeorgeWeb]

The code is sent to the existing email address. If it was sent by text I wouldn't have the problem.

[Katie_B]

Hello @GeorgeWeb. 

Welcome to the EE Community. 

I am sorry to hear you are unable to update your email address online.

Of course, this is something we need to look into and get updated as soon as possible. 

Have you tried giving us a call on 150?

Our customer care team have account access and will get this changed for you. 

Katie

[GeorgeWeb]

I'm not a phone customer, just broadband. I seem to be blocked on all the ee websites for some reason, and when I phoned I was put in a queue. I gave up after about 20 minutes. It's a bit concerning that someone else's email address is on my account.

[Katie_B]

Hi @GeorgeWeb. 

Thanks so much for getting back to me. 

I understand this is concerning. 

I'd recommend waiting to speak with someone so this can be looked into further. 

We have no account access here on the EE Community and there is currently no Live Chat for EE Broadband. 

Please keep us updated on the outcome of your call. 

Katie

[GeorgeWeb]

I'll give it another go. Is there a reason I'm blocked on the ee websites?

Not the best start for me with ee.

[Rach_H]

I'm not sure this about why this is happening @GeorgeWeb, but the team should be able to take a look when you speak with them.

Rach

[GeorgeWeb]

Got it sorted thanks, but no explanation as to why someone else’s email was on my details. Wasn’t an ‘old’ one, clearly someone else’s. Presumably mine is on his!

Can’t say my first impression of ee is great,

[Rach_H]

I'm glad to hear this got sorted for you @GeorgeWeb and I can understand your concern about what has happened here.

Did the team advise that this would be investigated when you spoke with them?

Rach