https://community.ee.co.uk/t5/Mobile-Broadband/Customer-Service-supporting-data-and-website-clarity/m-p/1389803#M30085 <P>I can't believe that EE review customer feedback and take action when adverse issues are identified.&nbsp; I use a PAYG Sim card for a mobile router in a campervan. Therefore there is no "phone" as such despite it having a phone number.&nbsp; I but "packs" online to "Top Up".&nbsp; These are your words and describe what one needs to do to add credit to a PAYG card.</P><P>However, despite what a logical mind might assume, having spent one's money and purchased these "Top Up" "Packs", one cannot use the device!&nbsp; &nbsp;At this point in the process, EE has one's money but the customer does not have any service as purchased.</P><P>In order to use the service one attempted to purchase one has to go through an extra process. Apparently that is called "Activation".&nbsp; However, your website is extraordinarily unclear and unhelpful in guiding a customer through this stage.&nbsp; You seem to rely on customer's calling you.&nbsp; How can one do that from a router that is not a telephone?&nbsp; After considerable searching, one finds a hopeful link as per this snip:</P><P><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="DARH_0-1716537320429.png" style="width: 400px;"><img src="https://community.ee.co.uk/t5/image/serverpage/image-id/31593i5CA654A8363F7807/image-size/medium?v=v2&amp;px=400" role="button" title="DARH_0-1716537320429.png" alt="DARH_0-1716537320429.png" /></span></P><P>However, on clicking it, one gets an error message! (see below). I have suffered this frustration for nearly 5 years. Your community shows, having searched "Activation" that hundreds of other folk have a similar complaint.&nbsp; Why haven't you addressed this?&nbsp; It is appalling management of customer service support.</P><P><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="DARH_1-1716537469505.png" style="width: 400px;"><img src="https://community.ee.co.uk/t5/image/serverpage/image-id/31594i01981B9240F4E41F/image-size/medium?v=v2&amp;px=400" role="button" title="DARH_1-1716537469505.png" alt="DARH_1-1716537469505.png" /></span></P><P>&nbsp;</P><P>&nbsp;</P> Fri, 24 May 2024 07:57:55 GMT DARH 2024-05-24T07:57:55Z https://community.ee.co.uk/t5/Mobile-Broadband/Customer-Service-supporting-data-and-website-clarity/m-p/1389803#M30085 <P>I can't believe that EE review customer feedback and take action when adverse issues are identified.&nbsp; I use a PAYG Sim card for a mobile router in a campervan. Therefore there is no "phone" as such despite it having a phone number.&nbsp; I but "packs" online to "Top Up".&nbsp; These are your words and describe what one needs to do to add credit to a PAYG card.</P><P>However, despite what a logical mind might assume, having spent one's money and purchased these "Top Up" "Packs", one cannot use the device!&nbsp; &nbsp;At this point in the process, EE has one's money but the customer does not have any service as purchased.</P><P>In order to use the service one attempted to purchase one has to go through an extra process. Apparently that is called "Activation".&nbsp; However, your website is extraordinarily unclear and unhelpful in guiding a customer through this stage.&nbsp; You seem to rely on customer's calling you.&nbsp; How can one do that from a router that is not a telephone?&nbsp; After considerable searching, one finds a hopeful link as per this snip:</P><P><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="DARH_0-1716537320429.png" style="width: 400px;"><img src="https://community.ee.co.uk/t5/image/serverpage/image-id/31593i5CA654A8363F7807/image-size/medium?v=v2&amp;px=400" role="button" title="DARH_0-1716537320429.png" alt="DARH_0-1716537320429.png" /></span></P><P>However, on clicking it, one gets an error message! (see below). I have suffered this frustration for nearly 5 years. Your community shows, having searched "Activation" that hundreds of other folk have a similar complaint.&nbsp; Why haven't you addressed this?&nbsp; It is appalling management of customer service support.</P><P><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="DARH_1-1716537469505.png" style="width: 400px;"><img src="https://community.ee.co.uk/t5/image/serverpage/image-id/31594i01981B9240F4E41F/image-size/medium?v=v2&amp;px=400" role="button" title="DARH_1-1716537469505.png" alt="DARH_1-1716537469505.png" /></span></P><P>&nbsp;</P><P>&nbsp;</P> Fri, 24 May 2024 07:57:55 GMT https://community.ee.co.uk/t5/Mobile-Broadband/Customer-Service-supporting-data-and-website-clarity/m-p/1389803#M30085 DARH 2024-05-24T07:57:55Z https://community.ee.co.uk/t5/Mobile-Broadband/Customer-Service-supporting-data-and-website-clarity/m-p/1389859#M30093 <P><a href="https://community.ee.co.uk/t5/user/viewprofilepage/user-id/851552">@DARH</a>&nbsp;: You are mixing up Top-ups &amp; buying packs which is adding to your confusion.</P> <UL> <LI>Topping up is just the simple act of adding money to your credit on your SIM.</LI> <LI>Packs of allowances are then bought from your credit.</LI> <LI>Activation is automatic when you put your SIM in your device &amp; connect to the EE network in the UK. The link you tried is only for when you get a replacement SIM.</LI> </UL> <P>Baring that in mind just what is your issue? What is it you can &amp; can't do?</P> Fri, 24 May 2024 09:49:41 GMT https://community.ee.co.uk/t5/Mobile-Broadband/Customer-Service-supporting-data-and-website-clarity/m-p/1389859#M30093 XRaySpeX 2024-05-24T09:49:41Z