topic Update on EE and BT stores in Archived Posts

Update on EE and BT stores

Sorcha — Thu, 26 Mar 2020 11:24:33 GMT

Following the Government’s latest advice we’ll be temporarily closing all
our EE and BT stores, until further notice.

Our stores have played an important role in keeping our customers
connected during this difficult time, and we’d like to thank those
colleagues for all their hard work in helping to keep our customers in
touch with their friends and loved ones.

All of our retail colleagues will continue to be paid throughout this
challenging time, and we’ll now also look at ways to allow the store teams
to add their support to helping our customers in their local communities,
including supporting the local contact centres and social media service
teams with the increased enquiries.

We’ll continue to be there for our customers online and through our
contact centres across the UK. We’re prioritising vulnerable customers and
those in most need so we advise you to visit us online or through the My
BT or My EE app as our response times may be longer than normal.

We look forward to helping you in one of our shops again sometime soon

Re: Update on EE and BT stores

Karen259 — Fri, 27 Mar 2020 08:57:41 GMT

Just wondering about free public BT wifi access. It came up as a mobile data option this morning, but does not acknowledge EE customers. I can even more money to BT to use it but mu EE mobile contract small print states that EE are in contract with BT.

Re: Update on EE and BT stores

James_B — Fri, 27 Mar 2020 09:46:44 GMT

Hi @Karen259,

Welcome to the EE Community. 🙂

BT WiFi access is currently only available free of charge to BT Mobile and BT Broadband customers.

Find out more at btwifi.co.uk.

Thanks

James

Re: Update on EE and BT stores

Gary007 — Wed, 11 Nov 2020 22:39:55 GMT

Hello,

I wondered if you could help or point me in the right direction.

I am a long standing EE customer and I'm wanting to change my current SIM to a nano SIM due to buying a new phone and wanting to stay on the EE network. Owing to COVID and shop closures I'm of course unable to obtain a new SIM in person. I have followed the advised help on your main site and understand that I would have to pay for a SIM to be posted, however as I am a pay as you go customer, I am unsure how this would be deducted from my account? Is this still a COVID response?

Any help would be appreciated
Thanks

Re: Update on EE and BT stores

James_B — Thu, 12 Nov 2020 07:52:47 GMT

Hi @Gary007,

Welcome to the EE Community. 🙂

What type of SIM do you have at the moment?

Have you checked to see if it is a multi SIM that would allow you to convert to a nano SIM by pushing out the smaller size?

Thanks

James

Re: Update on EE and BT stores

Gary007 — Thu, 12 Nov 2020 11:14:00 GMT

Hi James (@James_B)

Thank you for your response and appreciative of demands on your time, happy to talk separately rather than clog this thread ☺

My apologies for missing the detail, I'm currently on a micro SIM and have checked, however it's not one where the SIM can be pushed out. The SIM is over 4 years old so potentially predates.

Many thanks

Gary

Re: Update on EE and BT stores

James_B — Thu, 12 Nov 2020 11:33:36 GMT

No problem @Gary007

If you order a replacement SIM online, you'll be prompted to make a payment with a credit or debit card.

James

Re: Update on EE and BT stores

Gary007 — Thu, 12 Nov 2020 12:03:30 GMT

Thanks James, is there anyway around this as I will be out of pocket for something that I would normally pickup in store and appreciate EE's circumstances. I know isn't much cost but everything helps in the current climate😳

Re: Update on EE and BT stores

James_B — Thu, 12 Nov 2020 12:05:34 GMT

Hi @Gary007,

If you get in touch with Customer Care they'll see if there is anything that can be done to help.

Thanks

James

Re: Update on EE and BT stores

Chanzzmayy — Fri, 13 Nov 2020 17:28:15 GMT

Hi,

I own a Samsung A70 and it's having problems and it won't charge even with a genuine samsung charger my partner has the same phone and had the same issue they repaired it under warranty. I purchased it in january so the 1 years warranty should be up then. Because of Covid19 will they be extending this as your stores are closed as I need this phone repaired before then.

Any help would be appreciated.

Thanks

Re: Update on EE and BT stores

Christopher_G — Fri, 13 Nov 2020 17:32:20 GMT

Hi @Chanzzmayy

Welcome to the community.

Our Tech Gurus will be able to try and help you get the phone working. If not, they'll be able to help you send it off for repair under the manufacturer's warranty.

You can find the contact information for them on our get in touch help page.

Chris