What rights do I have over my phone number?

bukko

At the beginning of November someone used my mobile account details to fraudulently obtain a new phone by using an upgrade I was due.
EE only became aware of this because my phone stopped working so I called them to find out what had happened.

We have always been very careful with personal details so I was shocked, although it's actually quite easy to defraud EE this way. Now I know how I could do it myself!

After a bit of detective work I actually have the address the phone was delivered to. Good job I'm not the vigilante type (where did I put that shotgun...?)

A week (and several calls) later I still don't know when I'll get my number back, which is a problem as I work freelance and all my clients tend to use my mobile number.

EE's attitude to the lack of contact from them was "the fraud team will be in touch if they need more information".
Thanks guys - what about what I need?
When I said "Surely the customer comes first" the response was "By investigating to make sure this doesn't happen again, we are putting the customer first."
*rse covering more like.

They say the account is locked while the investigation is ongoing, but I need my number back.
Do I have any rights at all in that regard?

daytona0

Yes, you have the right to remain patient

bukko

daytona0 wrote: »

Yes, you have the right to remain patient

Thank you for your insightful and helpful answer.
I'll just accept the loss of business then.

Wow I feel much better now!

(Runs off into the distance) "Don't worry kids - we're saved..."

Lomast

Is the phone contract a business contract or personal contract?

frugal_mike

Is it a personal phone that you sometimes use for business, or is it a business phone? If its a business phone then you have no consumer rights, and they can do whatever is specified in the contract. Presumably a business phone would come with some type of SLA agreement though?

Either way, I hope they are not charging you for the time they are refusing to provide the service.

halibut2209

And if it's a personal phone, then you have absolutely no chance of getting anything for "loss of business". Rather the opposite in fact. If they find out you are using a personal phone for business purposes, then they could sue you for the difference between a personal phone and a business one.

bukko

It's a personal contract which I've had for nearly 20 years.
I don't think they are charging me - it's a bit early to tell.

I have just thought about asking for a PAC so I could just transfer the number elsewhere.
According to OFCOM:

The only reasons why a provider can refuse to give a PAC are:

• the number does not belong to the customer of the losing mobile provider
• the account for that number has been terminated
• the account holder has died
• a PAC has already been issued and is still valid
• the customer has not adequately proved that he or she is the legitimate account holder

I think the only problem would be if the account qualifies as closed.

bukko

halibut2209 wrote: »

And if it's a personal phone, then you have absolutely no chance of getting anything for "loss of business".

Hence my concern over my losses.

Rather the opposite in fact. If they find out you are using a personal phone for business purposes, then they could sue you for the difference between a personal phone and a business one.

Thanks for making me laugh!
I'd really like to see where it says they can do that!

halibut2209

It's quite simple really.

They supply a service assuming what you have told them is true. If they then find out you gave them false information (or "lying" to use the technical word), then they are entitled to recoup their losses.

bukko

Do you just make this stuff up as you go along?

Get a grip!

When I took out the contract I didn't say whether I would ever use it for business calls or personal calls, or for calling aliens.

When you get on a bus, do you tell the driver whether your journey is for business or personal reasons?

JReacher1

halibut2209 wrote: »

It's quite simple really.

They supply a service assuming what you have told them is true. If they then find out you gave them false information (or "lying" to use the technical word), then they are entitled to recoup their losses.

LOL

Most ridiculous post of November.

EE have no Terms or conditions that say you can't take business calls on a personal mobile phone. Suggesting they may sue the OP for doing so is not only ridiculous but dangerous as someone who is unsure about this may read your post and think it was true....