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.

[kr236rk]

In 2017, an EE Yellow Modem [wifi mini] was purchased at Currys, so that my Galaxy Tablet could be used on train journeys. The modem may have confused the EE Shop, is this why a data SIM was placed in the smart phone, back in 2019?

The yellow device also had a SIM card in it, it is now out of contract, I believe.

But the EE Shop never express any interest in the EE modem whenever I bring it in. It still works. It's the reason I was able to download an ap on the smartphone, several months ago.

[kr236rk]

Sorry, I meant, why don't I formally address a stamped letter to EE, asking to quit their mobile phone services, as soon as possible ~ & that I do not wish to renew my mobile contract with them?

That way I am also giving notice of my intention to quit.

Why can't I just do this?

[Peter_W]

Hi again @kr236rk.

We'd really hate to see you part ways with us over this, and I'm confident if you check in with our team we'll be able to get this all resolved. 

If you prefer not to call, you can raise this with our dedicated complaints team via webform HERE, and you can find our full complaints code of practice detailed here too.

Peter

[kr236rk]

Thank you. I have filled in the web form with all my details plus those of the problem. It would be nice to receive some form of human acknowledgement in terms of a reply. There has been absolute silence from EE after all the hours of BT phone calls I made to them - no emails - nothing back from them. What sort of customer service is that, I am left wondering? My mobile phone still shows 'Emergency Calls Only', nothing has changed since Monday-Tuesday July 30th. Do you honestly believe, if this was a mobile phone owned by the EE technical staff I spoke to, that the error would still be unresolved days later? I'd find that rather difficult to believe. This is simply a wrong telephone number that EE have put in place of the correct one, a number I have held since EE were known as Orange, this is how long I have been with them.

[Peter_W]

I'm glad to hear that you managed to get that form sent off now @kr236rk.

We don't have access to customer accounts via the Community, but we recommend that it can take up to 7 days for our complaints team to review the details of your case and get in touch. 

Please keep an eye out though and you'll definitely hear something soon. 

Peter

[kr236rk]

Thanks. 5 working days for EE to address EE's own error. 7 days for EE to address a complaint.

Have I got that correct please?

[Peter_W]

As we don't have account access, I can't speak for how long it's taken for the error to be addressed previously, @kr236rk.

We recommend 7 days for our complaints team to review your case and get in touch, but it can be sooner than this too though.

Peter

[kr236rk]

"I can't speak for how long it's taken for the error to be addressed previously"

The error occurred on Monday or Tuesday 30th July 2024.

EE deleted my mobile phone number - a number I have held since EE were known as Orange. I had no trouble at all with Orange.

EE did not notify me as to what they had done, I received nothing in writing (email), I did ask at the time, & was assured everything would be logged in writing - nothing came through. Thus, I was unable to immediately spot what EE had done. I had asked them to delete a number they gave me in 2019, which was hardly ever used. EE shop staff did not explain what that number was for, at the time.

Be that as it is. Currently, I cannot receive texts, so I am locked out of online banking / transacting, since this rests on OTP identification. 

Not happy.

[Leanne_T]

I am sorry this has happened @kr236rk 

If you would like to get this looked into sooner and see if there is an update, please give us another call and the team will have access to the account to check this for you. 

Leanne.

[kr236rk]

Thank you. What is the best number please?