Could You Retrieve Phone Number from Quarantine

[Bloodfall]

I had a phone number that was with Asda but they disconnected it a good while ago and it still comes up as an incorrect number every time I dial it. I have tried phoning Asda themselves about this but only had a very frustrating conversation where they were telling me that they could not give me the same number and kept offering me a new one. So I called Ofcom and they told me that the number is in quarantine and that I need to contact any service provider and ask if they can take the number out of quarantine.Now I looked up the number and found that it is now owned by you (EE) so it seems that you would be the best place ask.

The reason I need this specific number is because it is connected to my Yahoo email account and they are suddenly demanding that I prove that it is me when I attempt to sign in. The only real way they would be able to do this is by texting a code to this number that is now quarantined and I am sure that if do not regain access soon they will close my account for good. So is there anyway to get this number back?

[Bloodfall]

So who should I contact then? There must be someone high up in the company who would be able to help with something like this.

[XRaySpeX]

There is an Executive Office.

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[Bloodfall]

So I would be best contacting Chris then as he seems to be in the Executive Office. Though this isn’t a complaint I am asking if I could regain an old number which isn’t really a complaint.

[Bloodfall]

I’ve contacted Chris on linkedin, emailed executive.office@ee.co.uk and wrote a letter to EE Customer Services hopefully this will get me somewhere unlike the time and money I wasted to trying to contact Mr. Allera about this. I know his not customer facing but shouldn’t all CEOs be customer facing? Isn’t it part of the CEOs job to be the public face of the company? This doesn’t reflect well on Mr. Allera though I suppose his lordship has far better things to do then address the issues of lowly peasants like me.

[bristolian]

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@Bloodfall wrote:

I know his not customer facing but shouldn’t all CEOs be customer facing? Isn’t it part of the CEOs job to be the public face of the company?

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Being part of the CS escalation process is not the CEO's job, no. You correctly state that the CEO is not a customer-facing position.

The CS escalation process includes the option of referring to external arbitration after 8 weeks.

[Bloodfall]

Were Chris, executive.office@ee.co.uk and EE Customer Services the right people to email/write to or is there someone else?

[Mod edit: Edited out staff members' surname]