Compensation for migration of mobile number to another person!

mikedaveross

Hi,

Last week I initiated a transfer of my mobile number to a new provider (ID mobile)

To say this hasnt gone smoothly is an understatement!

I have had my number with EE (previously Orange) for 24 years. I did think about keeping my new number but thought this would be less hassle then notifying all the companies...although would have been good to get rid of a few!

After issues with the online form, & getting their online chat service to assist, my number on EE went dead. 24 hours later it still hadnt transferred.

More conversations with their 'chat', & after telling me to get another PAC code (EE confirmed the number had gone from them) they said they would get their tech team to sort it & recover my number...

At this point I asked to raise a complaint as had been without my number for over 24 hours & they had effectively lost it!

Another 24 hours & through a friend I find out if you ring my number, another person picks up...

Now this sent alarm bells ringing. I rang my number & spoke to the gent, who was not shocked. He had tried to do the same & port his number from another provider after nearly 20 years. His number had gone & now he had mine.

I go straight on to their chat, AGAIN, & this time was told a new SIM would be sent out to me with my new number. I insisted someone phone me immediately.

A number of hours later I get a phone call from someone from the 'CEOs office', very apologetic & admitted it was entirely their fault.

I asked for this in writing in an email. I also pointed out that far from it being an inconvenience that they kept referring to, it was a major security beach, which they admitted.

Now someone else can receive text message authentication & impersonate me on a registered number to any organisation I am affiliated with.

I have also had it confirmed that texts from my GP about recent medical appointments have gone to that number.

& the solution? I have to order another SIM card from another provider & port the number out myself. So until this happens, I am open to fraud without any knowledge.

So this is where we are at. I am documenting it here not only for myself, but for the communities suggestions on what redress I should be looking for. They have asked me for this, but I refuse to commit before the situation is resolved.

They have said they will refund any charges for the new SIM, & I can return the handset.

Somehow I think they may have also lost their mind as well as my number...