topic Re: Phone broken, don't have another, can't contact EE/get to a store. What to do? in Archived Posts

Phone broken, don't have another, can't contact EE/get to a store. What to do?

joshleach11 — Thu, 04 Mar 2021 14:18:28 GMT

Any ideas?

Re: Phone broken, don't have another, can't contact EE/get to a store. What to do?

Leanne_T — Thu, 04 Mar 2021 14:39:44 GMT

Welcome to the community.

If you use our online troubleshooting tool, this will run through some diagnostics with you and let you know your next steps and you can book a repair if this is needed 🙂

Thanks.

Leanne.

Re: Phone broken, don't have another, can't contact EE/get to a store. What to do?

joshleach11 — Thu, 04 Mar 2021 14:45:10 GMT

Hi Leanne, I have done this - how do I book a repair without being able to call you? Thanks, Josh

Re: Phone broken, don't have another, can't contact EE/get to a store. What to do?

Leanne_T — Thu, 04 Mar 2021 14:51:41 GMT

Hi @joshleach11

Thanks for the quick reply.

Has the phone been damaged? if so, do you have insurance?

If not and you have a reference, you can enter your troubleshooting reference into our online book a repair and this will let you know how to return your device for the repair.

Thanks 🙂

Leanne.

Re: Phone broken, don't have another, can't contact EE/get to a store. What to do?

joshleach11 — Thu, 04 Mar 2021 14:54:31 GMT

Hi Leanne, I did this before - it won't allow me to book a repair as I cannot provide all the info it asks for, as some boxes are mandatory for me to be able to proceed. What would you suggest? Josh

Re: Phone broken, don't have another, can't contact EE/get to a store. What to do?

Leanne_T — Thu, 04 Mar 2021 14:57:22 GMT

Hi @joshleach11

Which details do you need for the form?

Thanks 🙂

Leanne.

Re: Phone broken, don't have another, can't contact EE/get to a store. What to do?

joshleach11 — Thu, 04 Mar 2021 15:04:48 GMT

It asks if I have turned off my security settings (I haven't, as I wasn't anticipating my phone being broken!) - It says I can only have a repair if my security settings are turned off.

Re: Phone broken, don't have another, can't contact EE/get to a store. What to do?

Leanne_T — Thu, 04 Mar 2021 15:07:02 GMT

Hi @joshleach11

What phone do you have?

Also, what is the problem with the phone?

Thanks 🙂

Leanne.

Re: Phone broken, don't have another, can't contact EE/get to a store. What to do?

joshleach11 — Thu, 04 Mar 2021 15:22:16 GMT

Samsung A70 IMEI number *************Screen has completely gone black, phone will not soft reset or recognise a charger.

[mod edit: please don't post personal details on the forum]

Re: Phone broken, don't have another, can't contact EE/get to a store. What to do?

Leanne_T — Thu, 04 Mar 2021 15:23:29 GMT

Thanks @joshleach11

Have you tried the steps on the Samsung support page?

Leanne.

Re: Phone broken, don't have another, can't contact EE/get to a store. What to do?

joshleach11 — Thu, 04 Mar 2021 15:34:23 GMT

I have, yes.

Re: Phone broken, don't have another, can't contact EE/get to a store. What to do?

Leanne_T — Thu, 04 Mar 2021 15:38:56 GMT

Thanks @joshleach11

Did you select this problem when you run through the troubleshooting?

How long have you had the phone?

Is this on pay as you go or pay monthly?

Leanne.

Re: Phone broken, don't have another, can't contact EE/get to a store. What to do?

joshleach11 — Thu, 04 Mar 2021 15:42:49 GMT

I did select those problems on the troubleshooting. I've had the phone about a year, on pay monthly.

Re: Phone broken, don't have another, can't contact EE/get to a store. What to do?

Leanne_T — Thu, 04 Mar 2021 15:50:38 GMT

Thanks @joshleach11

If you are unable to complete the form to book a repair, you can use our chat service on the get in touch page, this will show a technical support option when an agent is available.

Thanks 🙂

Leanne.