topic Re: Contact is mission impossible in Mobile Broadband

Contact is mission impossible

johnniepk1 — Mon, 14 Oct 2024 08:48:53 GMT

Phone cuts off. No chat, no email.

Returned goods, no text received as promised. No idea where its up to. Dpd confirm delivery.

App will not accept my account number

Anyone any ideas?

Re: Contact is mission impossible

Ali_A — Mon, 14 Oct 2024 11:48:38 GMT

Hi @johnniepk1

Welcome to the EE Community.

Have you returned an upgrade or a brand new connection?

Which day does it show DPD delivered the package? It can take up to 72 hours for the package to be checked in the warehouse and sale cancelled.

However, it's still best to contact our Customer Care team to check the notes on your account.

Ali

Re: Contact is mission impossible

johnniepk1 — Mon, 14 Oct 2024 13:59:16 GMT

Thank you.

Its brand new smart hub 4g. Return accepted within 14 days and returned within 30

Arrived at EE, delivered by EE on 8th October

I wish i could speak to the customer care team. I know they're busy. But we all are. Ive tried 6 times today and it cuts me off.

John

Re: Contact is mission impossible

johnniepk1 — Mon, 14 Oct 2024 13:59:39 GMT

Delivered by DPD

Re: Contact is mission impossible

Ali_A — Mon, 14 Oct 2024 16:12:00 GMT

@johnniepk1

Are you calling the Customer Service number on 07953966150, and then select option 2 as the first option. Then follow the prompts for 4G Wifi Device / billing & account queries.

Ali

Re: Contact is mission impossible

johnniepk1 — Mon, 14 Oct 2024 16:42:09 GMT

Yes. It just cuts off after about 30 seconds. I never get anywhere.

Re: Contact is mission impossible

Ali_A — Mon, 14 Oct 2024 17:32:01 GMT

@johnniepk1

Do the calls get cut off if you try other options instead?

Ali

Re: Contact is mission impossible

johnniepk1 — Mon, 14 Oct 2024 18:15:48 GMT

Yes, examples

Re: Contact is mission impossible

Linzi_H — Tue, 15 Oct 2024 07:24:21 GMT

Hi @johnniepk1

You shouldn't be having any issues getting through to our team, so I'm not too sure why the calls aren't staying connected. Please try us on 0800 956 6000 instead.

Let us know how it goes.

Linzi

Re: Contact is mission impossible

johnniepk1 — Tue, 15 Oct 2024 07:46:22 GMT

Thankyou very much. Greatly appreciated

I got the information i needed and hopfully sorted.

Account cancelled on 9th October

Re: Contact is mission impossible

Linzi_H — Tue, 15 Oct 2024 07:49:13 GMT

Ahh, that's brilliant news @johnniepk1, I'm so pleased you've spoken with the team 😊

Linzi