Re-activating phone number

Question

Hi guys, Before I go, banners waving and guns blazing down to CISAS, Ofcom and writing my letter to EE complaints, I'm hoping someone on here may be able to shed some light as I cannot get the same story twice from EE employees. I have had numerous issues with my EE account, most of which my partner has been able to sort (overcharging, not charging, etc). I suppose I'll find out when I get my next bill and see if the 120 pounds I'm owed is credited on it. My question is here - is there any way to reactivate a phone number? It's 50/50 chance, everytime we call someone says "Yes, my manager can do that for you." Or "cancellations can do that for you" or simply no.  When I signed up to EE I had a faulty handset. I was told by the Leadenhall store manager that I needed to cancel, resign up and that he had requested a PAC code. I was given a temporary EE number and a Tmobile prepaid so that I could port my number to T mobile and then back to EE when my PAC code came through. It seemed a little ridiculous to me, but I went along with it. A week later, I still had no PAC code. I called EE customer service who said that the store manager had done the wrong thing and that she was escalating to get my PAC code sent out and that the area manager would be in touch. No phone call was received. Months later, I'm still trying to retrieve my phone number. I have worked in the telecommunications industry in Australia for years, and if I knew what software EE used to store their customer details, I could likely tell them how to do it I would even happily pay a fee to have my phone number "reissued" to me if that makes sense - pay to request a phone number and just request my old one.  So can anyone give me some advice on how to do this?  I have written my letter to the  complaitns team (i cannot imagine any one in the 21st centuray not having an email or phone crew to deal with this) but need this resolved ASAP as I am returning to work in London in 2 weeks and this is the phone number all my business contacts have. Thanks, sorry to be such a ranter

Answer 1

Hi shortyix, The guidelines we have for resuming a cancelled mobile number are as follows: If a mobile number has been cancelled for 90 days or more it can't be resumed.The exceptions are listed below: Cancellation due to a Registration Error - can't be resumed after one day.Ported Out numbers can't be resumed.Accounts that have been cancelled for Fraud.Accounts that have been cancelled for Contract Cancellation Scheme (CCS).Can't resume the line to issue a PAC code.Only the account holder can resume a mobile number. I hope this helps clarify this for you. Regards,David M