Strange moving house message and now no broadband connection.

emgray

Hello everyone,
On the 2nd of this month I have received a message thanking us for moving our broadband plan to our new property which is news to me as we're not moving anywhere. I would have gotten in contact with customer service immediately but we've been on vacation since the 20th and only got back late on the 4th so I've haven't checked my e-mail regularly.

The issue is that now the broadband seems to be disconnected (the phone line still seems to be working) and I'm wondering how this happened as I'm the bill payer for my home broadband account.

I called 150 on Sunday and spoke to 4 people for over 20 minutes and after giving each of them the exact same information they said that neither my name nor my address were in their system (but they have enough for a direct debit to be taken on the 30th of December).

They told me to call again on Monday because the 'tech team' which deals with these sort of problems don't work on Sunday but again I played the 'pass the problem to the next person' game.

Does anyone know if there is a direct number to this tech team? Also, is there a difference between calling 150 and 0844 873 8586 and would it be better to send an e-mail instead of calling?

I keep procrastinating about calling them today and thought that I would try and get some advice on here before I try.

Hope someone can help.
Regards

WTFH

I've looked up the phone number and it appears you are with EE.

The email you received, did you reply to it? Was it definitely from EE?
Do you know your account number? Rather than phoning them and giving your name and address, give them your account number. If somehow the address has been changed on your account, then it's possible the name has too, so giving that information will be of little use.

emgray

Yes I am with EE (signed up when it was Orange).

Well the 2 e-mails said 'please don't reply to this e-mail' and the addresses were home.broadband@ee.co.uk and account.services@ee.co.uk

I did give my account number but when I mentioned that the person on the line said that something was not right with it but failed to mention what was actually wrong even though this is the number that comes in my online statement messages.

One issue is that I've had this account for nearly 4 years now and I can't remember nor find the username and password that Orange sent me when I signed up.

Lastly, not sure if this would be of any help but I've had a mobile contract with Orange for the past 5 years as well.