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fraud

jaybe2004
Investigator
Investigator

‎02-05-2025 09:54 AM

someone has managed to get through my 2 step verification and order a brand new phone on my account. I have contacted the bank and waiting for a response.  The fraudster has blocked me from getting through to EE as they have set up something that is blocking me from making a call.  The only other way is writing to them and that could take a while. Can anyone help me to contact them online via a chat on a pc?? Any help would be appreciated 

0 Helpful
6 REPLIES 6
Chris_B
EE Community Star
EE Community Star

‎02-05-2025 10:29 AM

@jaybe2004  Is your device showing a network connection?    Can you use a different phone to call customer support?  You need to do this asap ?  

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
jaybe2004
Investigator
Investigator

‎02-05-2025 10:33 AM

HI Chris, Yes is it connected to a network.  I'll give that a go thank you, I have been panicking !  I have been trying to contact them and been online to check on my computer but I'm unable to see the phone I apparently ordered.  I received the message about the order via text so it may also be a scam, just a bit weird that I can't call the 150 number now from the phone now.  Will try on my desk phone.   Thank you! 

0 Helpful
Schockwave
EE Community Star
EE Community Star
In response to jaybe2004

‎02-05-2025 12:12 PM - edited ‎02-05-2025 12:15 PM

@jaybe2004 , if you have something like Skype, you can ring for free, see my signature, same on your phone, it should be free with the 0800 number.

EE can blacklist that number and send you a replacement SIM card which will enable you to use your phone if need be, make sure that your passwords are safe and inform the bank as well, just keep an eye on any outgoings too.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.
jaybe2004
Investigator
Investigator
In response to Schockwave

‎02-05-2025 01:02 PM

Thank you, I managed to call from a different phone and these EE were on it and had already cancelled the order thankfully.   Off to speak to the bank just now.  

Thank you for taking the time to reply, both you and @Chris_B have been so helpful and I appreciate that. 

Peter_W
EE Community Support Team
In response to jaybe2004

‎02-05-2025 02:38 PM

Hey there @jaybe2004.

Welcome to the Community, and I'm really glad to hear that you managed to get in touch with our team, too!

Is your phone working as it should be for calls again? 

Also if you haven't already, I'd recommend updating your password for logging in to your account online, too. 

Just select the forgotten password option on the link above.

Peter

jaybe2004
Investigator
Investigator
In response to Peter_W

‎03-05-2025 11:46 AM

Hi, Yes, I've changed my password. 

My phone isn't allowing me to call 150 and speak to anyone it is directing me to leave a message on online chat and they will call back.  Have explained this and waiting for a call. 

Thank you for your help! 

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