Scam Attempt but Different - Need Advice

[Alexburnsredd]

Hi All 

Have had a stressful 30 minutes. So i got a call from 0800 079 8586 which appears to be an actual EE number, asking if i'd ordered an eSim. I hung up because i assumed "spam", but when I googled the number it seemed legit. 

I then got a text from a mobile number saying:

"Adam from EE here - Please head into store with 2 forms of ID to prevent your account from getting suspended".

Instantly i though "scam". So i rang EE on 150 and they confirmed it wasn't them, but they did think that the number was a legit EE number - So now i'm back to being dubious. 

They rang again, and i asked them to confirm my full name & address - To my surprise, THEY DID. So i hung up, to which i got another text from that number saying "Line will now be suspended". 

I then got a text saying "Sorry you're thinking of leaving - As you pay finance on your device, your last payment will be £XXX.XX" (paraphrasing)

I then rang EE back and they confirmed that it wasn't them. 

The baffling thing about all this - Is that there is an eSIM showing up on my account!? and how did they know my name and address. I'm 31, so not exactly unwise to these sorts of things, but this one has shook me a bit - I guess i'm just looking for a bit of comfort or advice. 

[bristolian]

0800 0798586 is one of EE's inbound numbers, but I've never seen them use it for outbound calls.

From your description, my immediate suspicion would be that someone else has access to your account and could be making changes, and/or is requesting a PAC. Has your password been changed since you had these calls?

[Alexburnsredd]

No my password hasn't changed - I have since changed it. Very very odd. 

[Peter_W]

Thanks for taking the time to highlight this with us, @Alexburnsredd.

It's definitely an odd one, as like @bristolian mentioned this is usually a number that people would use to contact us rather than the other way round. 

When you've spoken with our team, did they manage to help shut down any fraudulent lines on the account, and secure your details?
If you haven't already, I would recommend resetting the password for you online account too.

Peter

[Alexburnsredd]

Hi Peter

Thanks for the comment.

150 assure me my account is fine and nothing to worry about - The longer the day goes on without my phone setting on fire the more i'm inclined to believe them. Definitely a strange one and got me freaked out for sure. The fact the scammer was able to tell me my full name & address when i asked them to clarify was unnerving for sure!

[Peter_W]

I'm glad to hear our team have managed to help you get everything locked down here @Alexburnsredd.

It's still definitely an odd one though, as it sounds more sophisticated than most scam reports we hear about. 

Are you aware of any personal documents being lost / stolen recently, or have you noticed issues with any other accounts?

I'd recommend getting everything secured and changed if possible so you can be sure you're safe.
Peter

[Alexburnsredd]

Thanks @Peter_W  - Nothing gone missing/lost/stolen or untoward prior to this, or (hopefully) after this. I have changed my EE account password & email password to be on the safe side.

I've attached a couple of screenshots of the messages I received, incase anyone happens upon this thread later on down the line with the same issue. 

[Peter_W · Accepted solution]

Thanks for sharing those @Alexburnsredd.

That first message is an RCS message rather than a text, but the number could have still been spoofed. 

I'd recommend forwarding the message to 7726, and we will then reply back asking for the number it was sent from.

The second message is a genuine one from us though, and is what would be sent if someone was requesting the switching info for your number. 

Luckily no PAC is included with this, so it sounds like we've managed to stop this before anything could take effect.

Peter

[Alexburnsredd]

Hi @Peter_W

Thanks for that. I have reported via the number you suggested. Should I be concerned about the eSim showing up in my account? 

I also found this article, could this be their motive?  https://www.theguardian.com/money/2025/apr/15/ee-was-unapologetic-after-i-tried-to-stop-a-sim-swap 

[Christopher_G]

Hi @Alexburnsredd 

You've done the right thing in changing your passwords and reporting it to our Customer Support team. If they have confirmed that there's no suspicious activity, then that's good. 

If you'd like them to double-check, they'll be more than happy to help.

Chris