Compensation for loss of a mobile number

Cornishman10

Hi. In mid August after my 2 year contract expired with Carphone Warehouse on Orange I did an upgrade and started a new 2 year contract on a Samsung phone. I explained that where I lived reception was poor but was assured that the new phone had a better antennae and that I could save money by buying the phone from them rather than directly from EE where it would have come with WiFi Calling. This was not true, reception was dreadful and I returned the phone and asked for my contract to be cancelled as they had misled me. They refunded the cost of the phone but issued me with a Disconnection of Number notice! I then went to EE, got the same Samsung phone with them which had WiFi Calling and works perfectly, but because of the Disconnection of Number notice issued by Carphone they could not use my existing number but had to give me a new number, though the EE shop was very helpful and found me an easily remembered number. So I then had the hassle of contacting everyone and giving them my new number.
But when I got my first monthly EE bill I found I was still being charged for the old number as Carphone had in fact not done all they needed to do to disconnect the number. Several letters to Carphone Customer Service went unanswered until I contacted their CEO. After four months they have seen their error, have now paid me the full sum to enable me to cancel the two year contract with EE and agreed to pay for four months of bills on the discontinued number, so some success. Has anyone any experience of what people have been paid as compensation for all the time spent on informing people of their new phone number and all the general hassle involved? I don't think they are allowed simply to cancel a number.Their customer service has been shocking. Many thanks.

DCFC79

No they shouldnt have just cancelled the number, you could have asked about moving the number to another network.

unforeseen

DCFC79 wrote: »

No they shouldnt have just cancelled the number, you could have asked about moving the number to another network.

Cancellation was correct because the op

asked for my contract to be cancelled

but didn't ask for a PAC. Asking for a PAC overrides a cancellation request (normally) or would result in being asked which they wanted

Even if CPW had actioned the disconnection correctly the number would still have not been available for EE to give to the OP.