What rights do I have over my phone number?

bukko

Just a quick update for the record:

I did get a message from EE today - a bill of £465.38 for a new iPhone

It said they'll collect the direct debit in 4 days time (against some guideline I'm sure!).

I have cancelled my direct debit, although I doubt that'll work...

chickendipperbabe

EE/T-Mobile - not the company they use to be.

Usually, if your a long term customer (i'm talking decades here) and you've always been prompt paying your bills - issues are usually dealt with a separate department dedicated, to what they call (or words to that effect) "special customers"

We've been put through to them a number of times when we've had issues.

bukko

I have had my Orange account for 20 years next may.
You would think that would count for something.

Anoneemoose

bukko wrote: »

Just a quick update for the record:

I did get a message from EE today - a bill of £465.38 for a new iPhone

It said they'll collect the direct debit in 4 days time (against some guideline I'm sure!).

I have cancelled my direct debit, although I doubt that'll work...

Your direct debit is taken 8 days after your bill is produced - completely legal.

The fraud team will be investigating how someone has managed to order and have a phone delivered via your account. Especially as nowadays a lot of upgrades need proof of i.d. before they are able to be handed over.

Your number has not been lost. I suspect that when the fraudulent upgrade was registered, a sim swap was done (meaning yours is now inactive) which technically could be reverted back but they will not do this until investigation is complete.

You should also be able to get them to put that bill in dispute until their investigations have finished.

As others have said, you won't be able to recoup anything for loss of business as is not a business phone.

bukko

Anoneemoose wrote: »

Your direct debit is taken 8 days after your bill is produced - completely legal.

Yes I've since read that they just need to give 10 days notice if there is a change to the usual amount or frequency.

Anoneemoose wrote: »

The fraud team will be investigating how someone has managed to order and have a phone delivered via your account. Especially as nowadays a lot of upgrades need proof of i.d. before they are able to be handed over.

I don't think delivery drivers really check that hard.
It was delivered by DPD to an address in Purley, which I now know. Their proof of delivery says "Your parcel has been delivered and signed for by {my surname}"
I don't think EE tried very hard to check it was me ordering a new phone, and I don't think DPD tried very hard to prove it was me receiving it.

Anoneemoose wrote: »

Your number has not been lost. I suspect that when the fraudulent upgrade was registered, a sim swap was done (meaning yours is now inactive) which technically could be reverted back but they will not do this until investigation is complete.

That is exactly what happened.

Anoneemoose wrote: »

You should also be able to get them to put that bill in dispute until their investigations have finished.

I'm trying, but there is no sign of that so far.
They won't even talk to me about it.
If I call EE now, they say that they can't tell me anything as it's under investigation and not even their own staff can contact the investigation team.

Anoneemoose wrote: »

As others have said, you won't be able to recoup anything for loss of business as is not a business phone.

Yes, strange how people keep saying that even though it isn't even an issue.

Cornucopia

It's a bad idea to use a mobile number directly for business, it also tells your potential customers how small your company is.

You can get a free 0844(*) number that diverts for free to a UK mobile. It then becomes trivial to change the redirection in the event that the mobile number is lost/stolen/reallocated etc. etc.

(*) Or if you think your customers will be put off by this, you can pay call charges for diversion from other number ranges.

bukko

Cornucopia wrote: »

It's a bad idea to use a mobile number directly for business, it also tells your potential customers how small your company is.

You can get a free 0844(*) number that diverts for free to a UK mobile. It then becomes trivial to change the redirection in the event that the mobile number is lost/stolen/reallocated etc. etc.

(*) Or if you think your customers will be put off by this, you can pay call charges for diversion from other number ranges.

All my customers know I'm a one-man band and I have no problem with that, but that's very interesting thanks, I might look into it

arcon5

Have you rung your mobile number to see if anybody answers?

If so, i'd be inclined to knock on the door then ring the phone.

peachyprice

Have you asked EE to send you a new SIM and to set up a divert of your calls to the new number? They are quite capable of doing this for you while the investigation takes place, if they want to.

Exile_geordie

All i can to add to this debate OP is to say that presently you have the right to remain silent







Im here all week.