Messed Up Mobile Number

[kr236rk]

Hello,

Help.

EE have apparently given me the wrong mobile number & deleted my default number.

Result: no-one can send me OTPs / text.

For hours I have been on the landline phone to EE over this.

I now cannot contact them - they were meant to phone back - they never did.

Serious now - please help - with thanks.

[bristolian]

WiFi is just a connection between a mobile device and broadband router, it has nothing to do with any mobile network.

A SIM is needed to connect a mobile phone to a mobile network.

I wonder if the new SIM was a PAYG one that has since been hibernated through lack of use.

[Rach_H]

Hi @kr236rk,

Welcome to the Community!

It sounds like the new SIM you were given might've been a data only SIM, which are more often used for mobile data devices, and would explain why yoi've not been able to make calls or send texts.

I am sorry that you're not currently able to use this number, and that the team haven't gotten back in touch. Are you able to give the team another call, so they can check for any updates?

Rach

[kr236rk]

bristolian 

said

"WiFi is just a connection between a mobile device and broadband router, it has nothing to do with any mobile network.

A SIM is needed to connect a mobile phone to a mobile network.

I wonder if the new SIM was a PAYG one that has since been hibernated through lack of use."

I'm afraid I wouldn't know - I have been told next to nothing.

[kr236rk]

Thanks, I was on my BT landline for hours yesterday - I just want my mobile phone to work - why do I simply not just go to another mobile network provider?

They will lose a long-standing customer, but the service they are providing is unacceptable, I feel.

[kr236rk]

"hibernated through lack of use."

They said the second number had been used for a total of about 6 minutes, over a period of 5 years. They have billed me for it, for 5 years. They are billing me still.

[kr236rk]

Just phoned 150. EE say there is a 30 minute wait. My mobile still says 'Emergency Calls Only', ie, they've blocked it at their end - ditto sending/receiving texts.

I badly want to change my mobile phone network provider now.

Why can't I just do this please?

[Rach_H]

Hi @kr236rk,

I can absolutely understand your disappointment, but I would definitely recommend getting back in touch with the team, as we don't want you to continue being billed if you do go elsewhere.

Rach

[kr236rk]

Thank you. I can't contact them for 30 minutes - that's 30 minutes more of BT billing, I must have stacked up a huge land-line bill by now.

"We don't want you to continue being billed if you do go elsewhere."

So what, please, is stopping me formally writing to EE cancelling my mobile network contract with them "as soon as possible" ~ ?

[kr236rk]

Can someone please advise, thank you ~ I want to get back on track with my life, I can't even access my own bank account online now, because I can't verify myself OTP, thanks to EE.

[Rach_H]

Hi @kr236rk,

We don't have account access here on the Community, so you would need to speak with the team to get an update about this.

Rach