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Contract cancelled without notification

MsJHH
Investigator
Investigator

‎18-03-2023 09:06 AM

Hello - yesterday I had a clear out of files my laptop deleting cookies in the process. When I tried to log-in to my Amazon and currency exchange accounts I discovered that my number was no longer active (I last used it two weeks ago but mainly use it to receive codes and messages from my son - I live in France but my French phone number is a recycled one and I don't want to use it as in the past it's been linked to a stranger's email address). After a day of trying to access my accounts I thought the easiest option would be to buy some credit which I've just done - but to no avail. I am effectively without a means of contact which could be an emergency (I am 72 and live alone in the countryside).  How do i reactivate my number, please?

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37 REPLIES 37
MsJHH
Investigator
Investigator
In response to Leanne_T

‎18-03-2023 11:35 AM

Will do Leanne. My neighbour also has a similar contract albeit not with EE (several Brits here maintain inexpensive contracts for when they visit or in order to stay in touch with family members). So far, they've not had a problem like this. 

Leanne_T
EE Community Support Team
In response to MsJHH

‎18-03-2023 11:43 AM

Hope this is all sorted soon for you @MsJHH 

Leanne. 

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XRaySpeX
EE Community Star
EE Community Star

‎18-03-2023 12:16 PM

@MsJHH wrote:

the easiest option would be to buy some credit which I've just done - but to no avail. 

If this was really a contract, you don't buy some credit for it. It is covered in your monthly bills. How did you go about buying some credit?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
XRaySpeX
EE Community Star
EE Community Star
In response to MsJHH

‎18-03-2023 12:19 PM

Where are you & how long have you been there?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
MsJHH
Investigator
Investigator
In response to XRaySpeX

‎18-03-2023 12:57 PM

I saw that I had .18p remaining from when I had an actual PAYG (pre-2019) so thought it might 'top-up'.  EE clearly, for whatever reason, cancelled the DD for the ongoing contract that I'd had since 2019, as I mentioned, without informing me. 

0 Helpful
MsJHH
Investigator
Investigator
In response to XRaySpeX

‎18-03-2023 12:58 PM

Since November 2020 but returning as and when

0 Helpful
Leanne_T
EE Community Support Team
In response to MsJHH

‎18-03-2023 02:34 PM

What has the mobile care team advised when you spoke to them? @MsJHH 

Leanne.

0 Helpful
MsJHH
Investigator
Investigator
In response to Leanne_T

‎18-03-2023 02:45 PM

I've not heard from them yet and I can't speak to them without a phone (number). 😒

0 Helpful
Leanne_T
EE Community Support Team
In response to MsJHH

‎18-03-2023 02:53 PM

How did you contact us? @MsJHH 

Leanne.

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MsJHH
Investigator
Investigator
In response to Leanne_T

‎18-03-2023 03:23 PM

Via the web form under contact.  But it's the weekend so I don't expect a response until next week. 

0 Helpful