PLEASE for advice for Uc - changing phone number
Hi, I'm hoping for some advice with our Universal Credit claim. We need to update my partner's contact number but can't receive text codes to the new number yet. We're expecting a call from our work coach but haven't been given a time, this is a joint claim I'm his carer and we're both feeling very anxious about the possibility of having to go in person it just seems like such a huge amount of hassle for what should be a simple update to a phone number. Our deadline is the 16th and it's causing us both a lot of stress. Could you please advise: can contact details be updated over the phone without needing a text code sent? What happens if we miss the call? And is in-person attendance mandatory for this kind of update? When called 1st person said needs to be in person to see him getting the code 2nd person sent messsge to work coach if can be done on the phone is this normal this amount of hassle to simply update a number? If so what happens ? Or worst case if we can't get this sim to work for codes its causing so much distress. Might seem nothing but things like this really affect us both to even get out we did mention this.
Thankyou very much.
Comments
-
Hi @toni1992 and welcome to the community. I believe that you would need to go in person to change the number as you will need to show them ID. I am not sure if they are able to do it over the phone if going in person would be difficult for you.
Is it a new sim card that you're using? Has it been properly activated?
1 -
Once again, Universal Credit is discriminatory against people who can't get to a Job Centre. Exactly the type of people who rely on Universal Credit!
I am fully aware that I can't ever change my mobile number or bank account because both of those require an 'in-person' visit to verify.
1 -
I see what you're getting at, it isn't easy for me to get to a job centre either, but what's the alternative? They can't come to us, we need to go to them.
0 -
I haven't been able to travel in any vehicle for more than 5 years because of my conditions. It is completely impossible for me to get to a Job Centre.
0 -
I'm sure their are always exceptional circumstances, and I wouldn't be surprised if visits are made to certain individuals who physically can't leave their houses. Can you not get a wheelchair taxi? That's what I do when I have to go anywhere a train can't take me.
1 -
Thankyou so much for your replies. I'm not to sure how to reply individually but thankyou. We've been told different things one said in person for Id this is litterly just to change a mobile number. Then 2nd person said she wrote a note to work coach to do on phone. He did the security questions etc but yeah I won't know until tomorrow, but praying its not in person. Id get for new claim etc but just to update a mobile number its caused so much unnecessary stress and anxiety.
0 -
Oh forgot to mention phone and sim are now working and I've said in journal the number so praying that's it but won't know until the morning.
0 -
Great to hear that the phone and sim are working @toni1992. So are you able to receive the codes now?
Fingers crossed you don't need to go to the jobcentre. Will you let us know?
1 -
Yeah with o2 apparently you need to top up 1st. I can't get the code cause its being sent to an old number so just needing it to be updated and I just hope that can be done through journal or a call 🙏 I will do thankyou very much 💛
1 -
I can't travel because of severe vertigo. I would still be driving if it wasn't for that. Completely debilitating but also invisible to any outsiders.
1 -
Hey! So update not very happy at all with this. We were under the impression this was going to be on the phone by muilipe people including the work coach. Still anxious even they but we had prepared ourselves had everything ready. Waited hours and hours whole day to then get a call to say he has to go in person this Friday. It says on the appointment In the journal further evidence appointment. He's to bring I'd etc but we are extremely stressed to point we are both unwell due to this plus on top we both struggle getting out etc he's also autistic aswell so that puts another layer on top. I'm going to send another message on journal today and pray for the best but we just don't know what will happen. We make ourselves ill with stress anxiety etc on top of the health conditions. It may seem over the top but for us this has very much so affected us.
1 -
Hi Toni, sorry you've had so much grief over this. As regards you going in for an appointment, write in your journal explaining why you can't and ask them to book an appointment over the phone instead. If you have legitimate reasons there shouldn't be any problem. If you have a smartphone / laptop with video, so much the better. They'll be keen to interview you with the video. If not, they should still phone you if your disabilities make it difficult to go in.
Changing your mobile num with UC can be a real pain. For future ref, if it happens again, you can call 0800 328 5644 and tell them the new num. Bear in mind it's a call center, not UC, so check everything works after you've phoned them (ie make sure you can log into your account). If the call center isn't any good, the only alternative is to go in and give them your new num in person. I've used the call center for this, it's worked ok. So I'd give it a go first.
Best of luck x
0 -
Thankyou so much I will try thankyou. Worst case he does have to go in what happens? Do they go through your whole claim etc? Praying this can be done on the phone with everything it's causing us mentally aswell it's awful.
0 -
From what I've seen, they really only check the ID. Basically confirming that it's your name and your phone that the text goes to. They might also ask for proof of address. They shouldn't ask anything about health at all. Most people have reported that it only takes a few minutes, and isn't really worth the time or cost of travelling, but it is standard procedure now unfortunately. I can't see how they could do this over the phone but am happy to be proven wrong there.
0 -
Thankyou so much! I couldn't do it over the phone I did try but we had to go. We were given an appointment at a quiet time though and was latterly just us. It took all of 5 mins he just to show id national insurance née number and that was litterly it. Thankfully anytime we have had to go they have always been nothing but lovely! He can now log in and it's all sorted. Just huge relief it's over with.
3 -
0
-
It's awful they put people through so much stress like this. Good job you contacted us at Scope Toni, you'll always find others here who've been through the process already and can help you. Must be a huge relief it's now sorted. <hugs>
0
Categories
- All Categories
- 16.4K Start here and say hello!
- 7.8K Coffee lounge
- 123 Games den
- 1.8K People power
- 188 Announcements and information
- 25.9K Talk about life
- 6.2K Everyday life
- 444 Current affairs
- 2.6K Families and carers
- 889 Education and skills
- 2K Work
- 630 Money and bills
- 3.8K Housing and independent living
- 1.2K Transport and travel
- 674 Relationships
- 1.6K Mental health and wellbeing
- 2.6K Talk about your impairment
- 885 Rare, invisible, & undiagnosed conditions
- 950 Neurological impairments and pain
- 2.3K Cerebral Palsy Network
- 1.3K Autism and neurodiversity
- 41.8K Talk about your benefits
- 6.2K Employment & Support Allowance (ESA)
- 20.6K PIP, DLA, ADP & AA
- 9.5K Universal Credit (UC)
- 5.4K Benefits and income