topic Re: Watch Upgrade in Archived Posts

Watch Upgrade

BrendonH — Wed, 14 Oct 2020 20:30:03 GMT

So when I was in the window of having to pay a fee to upgrade my watch plan your upgrade worked absolutely fine.

Now it's free for me to upgrade for past 2 days I'm getting the following below

Tomorrow I'll be ringing up to cancel the watch account and getting the Bluetooth version only direct from Samsung.

Re: Watch Upgrade

Christopher_G — Thu, 15 Oct 2020 08:41:07 GMT

Sorry to hear that, @BrendonH

Could you try this on another device or browser please, just to see if this problem follows?

Let me know what happens and I'll feed it back.

Thanks

Re: Watch Upgrade

BrendonH — Thu, 15 Oct 2020 11:02:20 GMT

Nope happening on multiple browsers and devices.

Re: Watch Upgrade

Christopher_G — Thu, 15 Oct 2020 11:13:10 GMT

OK thanks @BrendonH

Re: Watch Upgrade

BrendonH — Sun, 18 Oct 2020 10:51:33 GMT

Still not working. even used Tor today to try it.

I'm ringing up now to cancel it.

Re: Watch Upgrade

BrendonH — Sun, 18 Oct 2020 12:07:20 GMT

Watch plan now cancelled.

My other 2 lines will be cancelled once I am able to. The frustration of the service from EE at the moment is ridiculous.

Excuse Number 1

EE are doing work on the upgrade section of the website which is due to be complete on 22/10/20

Excuse Number 2

The iPhone 12 has been announced that is why.

OK so explain to me why I am able to go to the upgrade page on my Sim Only contract to upgrade to a phone but when I try and upgrade my watch it doesn't work. But the watch upgrade page worked when I had to pay £30+ to upgrade early.

I am now buying the Bluetooth version from Samsung as there'll be no point in getting the 4G version when I still have a EE contract I no longer wish to keep.

Re: Watch Upgrade

Christopher_G — Sun, 18 Oct 2020 12:58:30 GMT

Sorry to hear that, @BrendonH

I don't know what the reason for the page not working for you, I was hoping the Customer Service team would be able to shed some light.

Were they not able to process the upgrade for you?

Chris

Re: Watch Upgrade

BrendonH — Sun, 18 Oct 2020 14:23:08 GMT

@Christopher_G I am one of those people that like to do my business online. You have a facility to let people upgrade via their online account and that is what I tried to do.

I spoke to someone on chat before ringing 150 who gave me those stupid excuses of why it wasn't working but then couldn't explain why it would let me upgrade my sim only account to a phone. (I can tell you because you get more money out of me that way)

The online chat person said she could process the upgrade. I said well I spent 5 days of trying my time is precious and I shouldn't have to work to get an upgrade. She said lets see what deal I can give you then to keep you with us.

Her "deal" was the exact same price of the watch and plan is advertised for. I told her that was not a deal. So I spoke to 150. They cancelled the watch without even trying to keep me.

Like I sad the service has been poor. The signal here was down for over a week couple weeks back and I had to ring up to get some money returned. If service was down (and you knew it was it stated on the network checker) you should automatically refund people who live in that post code. The person then tried telling me it was because they were upgrading my mast to 5G. Which again is a load of rubbish. I live in the country my nearest city hasn't got 5G yet and it not planned to anytime soon. I wouldn't get 5G before them.

You just get stupid excuses from EE at the moment in the hope you would believe them and just go away and deal with it. I am not one of those people.

I will be purchasing the watch direct from Samsung in next few hours, but I won't bother with the 4G version.

I'll be hunting on a new network in next few months and see who has the best signal at my new property I'm purchasing which hopefully I'll be moving into just before xmas.

Re: Watch Upgrade

Christopher_G — Sun, 18 Oct 2020 14:38:19 GMT

That doesn't sound like the level of service we'd expect for you, @BrendonH.

I've sent you a private message to get some more information from you, if you'd like to discuss these problems further.

Chris

Re: Watch Upgrade

rhinostrength — Tue, 20 Oct 2020 07:54:10 GMT

i have been getting the same issue, on multipal browsers, devices and even different ISP, the issue must be trying to upgrade a watch as im trying to do the same but i want a tablet as my watch is hardly used amymore due to my job

Re: Watch Upgrade

BrendonH — Tue, 20 Oct 2020 08:41:02 GMT

You will need to cancel your watch plan then and take out a tablet plan.

You can't upgrade to a tablet.

When you go to upgrade and it actually works it only allows you to upgrade to a new watch.

Re: Watch Upgrade

BrendonH — Sat, 31 Oct 2020 14:53:02 GMT

Finally heard back from my official complaint I put in.

It just again cemented my decision. It was another case of EE not actually listening to what I have sad or put in the complaint.

Really think BT has done you a whole lot of disservice. Your CS is no where, where it used to be.

Re: Watch Upgrade

Christopher_G — Sun, 01 Nov 2020 09:02:58 GMT

Sorry to hear that, @BrendonH.

I was hoping you'd come back to say you found a resolution.

What was the reply to your complaint?

Chris

Re: Watch Upgrade

BrendonH — Sun, 01 Nov 2020 12:30:28 GMT

@Christopher_G

They came back saying EE doesn't discount watch plans.

I stated if they actually read my complaint you'd notice I wasn't asking for a discount.

I yet again had to state to them that pre 13th October had to pay a ETF to upgrade and the upgrade page was working to allow me to do this.

After 13th October it suddenly stopped working. And still isn't for many people s I seen a few posts come up on here since.

I had to state that when I went onto live chat the advisor said for my troubles they would give me a very good deal. Then came back with the exact tariff plan.

I had to illiterate that I was prepared to pay the full price but when an advisor is telling you that they are going to give you a good deal for your troubles then comes back with the exact price it is anyway that isn't a good deal for my troubles. So I lost all faith in EE ever.

You don't want to listen. You don't care about your customers. If you cared you'd actually listen to the complaint read it properly before coming back with rubbish I never said.

I am still deciding whether to get it on Samsung or not yet. I'm getting the Fold 2 in March so may wait out til then hopefully they'll have a deal going on maybe not. But the price may have dropped by then.

Shame really EE's CS used to be good, but BT has ruined that. BT CS has always been bad. I left their broadband because of the troubles I was having and the CS didn't want to listen or know about it.

Re: Watch Upgrade

BrendonH — Sun, 10 Jan 2021 16:36:19 GMT

Trying to add the £7 plan to my watch which I cancelled (originally £20 as bought through EE)

Error on the Wear app won't allow me.

Tushar on Chat doesn't like reading as He keeps saying it isn't working because I need the £7 plan for the watch. I have said several times that is what I am trying to add. Doesn't listen.

Why is it so hard to give EE money?

Why have you not fixed your systems. This dates back to October 2020

Re: Watch Upgrade

Christopher_G — Mon, 11 Jan 2021 09:00:04 GMT

Hi @BrendonH

Sorry to hear that. What does the error say?

Chris

Re: Watch Upgrade

BrendonH — Mon, 11 Jan 2021 09:05:14 GMT

Error 207.

The people on chat knew nothing. They told me you can't in anyway add a watch plan on the Wear app. I linked them to an EE help page stating this is how it's done.

Why do you employ such incompetent tech staff? Why has your systems been broken since October 2020

Re: Watch Upgrade

Christopher_G — Mon, 11 Jan 2021 09:11:24 GMT

Thanks @BrendonH

I can't find any information on that error message. It may be worth calling our Tech Support team so they can run through some troubleshooting to try and get it working.

Chris

Re: Watch Upgrade

BrendonH — Mon, 11 Jan 2021 10:43:21 GMT

I'm on chat again.

Kavita is now stating the Wear app > Mobile Plan is only to connect it to Bluetooth. Please for the love of God. Start training your staff.

open the Galaxy Wearable app
2
select Mobile Networks and then Next
3
log in using your EE account details
4
select the EE Smart Watch plan and agree to the Terms
5
follow the instructions on your phone to complete the set up
6
your phone will notify you when your mobile connection is set up (it can take up to 4 hours)

I should be able to do this. This is from your own EE Help Page.

You are going to lose a lot of customers if you don't fix simple issues. October 2020 I started this thread.

Re: Watch Upgrade

James_B — Mon, 11 Jan 2021 11:20:09 GMT

Hi @BrendonH,

Did you manage to get it sorted?

James