19-03-2018 06:53 PM
I called EE to discuss an upgrade but they refused because I could not remember exactly where I bought my phone from two years ago. (What kind of security question is that?) That was probably the only question relating to my account that I could not answer for sure! The only advice given was that if I wish to do anything to my account I now have to make a 10-15 mile round trip to an EE shop to have my ID verified. What if I was disabled/elderly/many miles from an EE shop?
I still can’t remember exactly where I bought it from so do I have to keep visiting the shop until I do? I’m now completely stuck and locked into my contract which runs out next week. Can’t upgrade, can’t end my contract and no-one will discuss it or offer an alternative solution. Apparently data protection does not allow flexibility in the process. Why?
19-03-2018 06:55 PM
Thank you for taking the time to visit the Community today.
Do you have a password set up on your EE account for when you speak to customer service?
19-03-2018 06:56 PM
@GarryC That’s a perfectly good security question as how would any ease know where you got the device from. And while your at the store you could always do the upgrade there.
19-03-2018 07:06 PM
Security questions are normally set by the account owner and therefore more personal and easier to recall. Asking where I shopped two years ago is very random, especially when asked ‘out of the blue’. I have bought five mobile phones for my immediate family and it is very difficult to instantly recall where any one of them was bought. What if my phone had been bought as gift?
19-03-2018 07:08 PM
The security questions are there to protect you not just EE.
19-03-2018 07:12 PM
Hi and welcome to the community @GarryC
I understand your frustration with this issue.
We maintain the highest standards of data privacy and security to protect your personal details and other information about your account because we want you to feel completely confident about using our services.
Please do pop into your local store as they will be able to reset your password as long as you provide the relevant identification.
19-03-2018 07:13 PM
I do but that made no difference to customer services. My on line account is now locked (and you can’t close your account on line anyway). They would not ask any further security questions and could only tell me to go to an EE shop. If I cannot get to a shop before my contract ends next week I will be paying well over the odds for a service I no longer want, which is pretty outrageous.
19-03-2018 07:23 PM
I understand security (and work in a high security industry). I understand the need for security questions. I understand data protection. I don’t understand complete inflexibility in a service provider’s processes and an apparent complete disinterest in a CUSTOMERS personal circumstances.
19-03-2018 07:46 PM
Thank you for responding Lee, but again no-one at EE is answering the questions e.g. is this a policy that applies to all EE customers regardless of their disabilities, mobility, age, location etc? Not everyone can just ‘pop into’ an EE shop. Personally I will struggle to get to a shop before my contract ends so may end up paying over the odds for a service I no longer want, after my contract has formally expired. Is everyone who forgets, or does not know where their phone was purchased bound by the terms of their contract until they remember or can get to an EE shop? I do not believe there is complete inflexibility and that there are no other options.
19-03-2018 07:53 PM
If I cannot get to a shop before my contract ends next week I will be paying well over the odds for a service I no longer want, which is pretty outrageous.
You have to give 30 days notice so if it ends next week you'll be paying another month anyway.
19-03-2018 07:57 PM
The policy applies to all EE customers:
You can also send a letter including the below
• An acceptable copy of a proof of ID (Driving License or passport)
• The new password you require on your account.
• A contact number.
This can be sent to:
6 Camberwell Way
Doxford Technology Park
Tyne & Wear
The Customer Administration Team will create/amend a customer's password within 7 days of receiving the request.
19-03-2018 08:30 PM
They should be flexible enough to have at least 1 security Q in reserve in case you can't remember 1.
Most firms manage with some of Name, Postcode, 1st line of addy, phone no., email addy, date of birth, place of birth. All things concerning you today, not something that you might have done in the past (except being born ).
I get asked when I last topped up. How the hell should I know w/out looking up my bank statements?
19-03-2018 08:32 PM - edited 19-03-2018 08:37 PM
@GarryC On the last 3 calls I’ve made to customer services I’ve been asked where I got my current device from. I’ve been asked before now what my current device is and what was my last device, and Ive been asked what was the last bill amount for. These are perfect for security questions as they are totally random and that’s exactly the point.
19-03-2018 08:33 PM
Fair point but I still have to make a personal visit to an EE shop before they’ll do anything to my account. I’m struggling to see how that is good customer service. In this day and age of cyber security what other service industries require personal visits to verify ID before they will discuss your contract over the phone (I’m told EE shops cannot manage your account), and all because I couldn’ remember which shop I bought my phone from in the first place?!
19-03-2018 08:35 PM
Well many people can tell you where they purchased their phone
Me for example. Samsung UK online.
19-03-2018 08:43 PM
I agree they are reasonable questions and there should be a degree of randomness. I instantly know what phone I have; I know, or can easily find out what my last bill was. What I don’t have is instant recall of where all the mobile phones in my house were purchased. I go wherever the best deal is at the time. Maybe it’s just me?
But it doesn’t matter as EE don’t appear to either listen or care. ‘Rules is rules’...
19-03-2018 08:48 PM
Well done. So it’s right that those that are not included in the ‘many’ (which could also be ‘many’) have to visit a store to have their ID verified?
19-03-2018 08:48 PM
Go wherever the best deal is?
Surely if you on EE you know what town/city or store you bought it from or if it was CPW then what store/city/town that was from.
19-03-2018 08:51 PM
OK lets flip this around a bit.
Lets say EE got a call from some random person pretending to be you.
They ask so many questions after they get them wrong he eventually gets one right.
They let him in. This guy orders new phones under your account etc. EE sends them you pay for these new phones and he gets free phones etc.
You wouldn't be so happy about EEs securiy then would you.