topic Re: T-Mobile to EE upgrade issue in Archived Posts

T-Mobile to EE upgrade issue

Bbashy90 — Fri, 02 Nov 2018 16:34:14 GMT

Hi all,

just looking for some advice or to see if anyone else has experienced this ?

I’m currently with T Mobile & have been with them since One 2 One days. I haven’t upgraded for at least 5 years and decided it might be time to give up my unlimited data price plan and move over to EE.

I was given a deal that I decided to go with and once phone was ordered , told it was on back order as it is out of stock and would take up to 7 days to arrive, fine .

The next day I went into an EE store who had the phone in stock but said they couldn’t Upgrade me due to the order pending. I could wait or cancel the order and collect in store once the system allows (up to 5 days). I contacted EE who advised to cancel the phone upgrade over the phone and then see what the new upgrade offer will be in store (they couldn’t match it). I contacted again and was advised that they could change the offer to ‘under consideration’ and would be able to collect in store straight away. This was done , but the system in store stated it hadn’t .

called back and he confirmed he’s now done it and to go and get the phone . So drove back to EE for them to say the orders cancelled but due to a tech issue & migration it will take up to 5 days to fix .

called back and was told there was a work around but the phone will now take up to 14 days to arrive.

has this happened to anyone ?

how soon did this tech issue take to fix ?

is there a higher level than the web chat to push through a complaint ?

it’s been such a big hassle to get the phone, despite there being stock that I can see and touch. I find the system to be so unintelligent I’m appalled .

Re: T-Mobile to EE upgrade issue

XRaySpeX — Fri, 02 Nov 2018 17:03:21 GMT

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form at the foot of the page.

Re: T-Mobile to EE upgrade issue

Bbashy90 — Fri, 02 Nov 2018 17:06:28 GMT

I used that link previously and complained via web chat to be told it was the highest level of complaint and as it’s a tech issue - tough 🤷🏽‍♀️

Should i change mode of complaint ie webform ?

Re: T-Mobile to EE upgrade issue

XRaySpeX — Fri, 02 Nov 2018 17:08:55 GMT

I would. It's logged properly.

Re: T-Mobile to EE upgrade issue

James_B — Fri, 02 Nov 2018 17:44:50 GMT

Hi @Bbashy90,

Welcome to the EE Community.

I'm sorry to hear you are having problems upgrading.

You can see all the methods of contacting our complaints team in make a complaint.

Hope this helps.

James