topic Re: EE service has fallen dramatically since I joined. in Apple Devices

EE service has fallen dramatically since I joined.

test123456456 — Sun, 17 Sep 2023 10:58:49 GMT

I have had to spend hours (And I DO MEAN HOURS) on-line on chats or phone calls recently with EE.
It all started when a customer retentions agent made some adjustments to my plans.
The first guy didn't do it right. I called back then next day.. that agent also made changes.

I thought everything was fine until I tired to call from my cellular Apple Watch a few weeks later (I rarely do this, because I Have my phone with me normally). Then I realise they had broken the cellular service on both mine, and my wife's watch. We'd been paying for a sim that clearly wasn't now connected to our watches... and this was to save a couple of quid. I have spent at least 4 hours trying to get people to solve this through EE.

What a bunch of Charlies!

Re: EE service has fallen dramatically since I joined.

James_B — Sun, 17 Sep 2023 13:34:43 GMT

Hi @test123456456,

Welcome to the EE Community. 🙂

Can you see your data plan in the Apple Watch app?

James

Re: EE service has fallen dramatically since I joined.

test123456456 — Sun, 17 Sep 2023 16:51:36 GMT

I have managed to get through to EE.
I am able to cancel the 2 plans that aren’t doing anything because no device is using them, and I have re-setup one of the watches by simply buying a new plan. I can’t do the other watch yet because I have 5 plans on my account (until 2 of them complete the cancellation process). until then I will get a 007 error.
But this whole debacle has been a salutary lesson in letting anyone mess with a working system to save a few quid.

Sent from my iPhone, please excuse brevity, spelling, and punctuation errors.

Re: EE service has fallen dramatically since I joined.

Leanne_T — Mon, 18 Sep 2023 07:32:10 GMT

Thanks for the update @test123456456

Let us know how you get on once the watch plans have been removed and you try and set up again.

Thanks.

Leanne.

Re: EE service has fallen dramatically since I joined.

test123456456 — Sun, 24 Sep 2023 09:36:17 GMT

They have NOT been removed. I was told to wait 72 hours. So I have waited a week. The plans are still there!!

Does anyone at EE have a freaking clue as to what they are doing?

Re: EE service has fallen dramatically since I joined.

Christopher_G — Sun, 24 Sep 2023 11:40:02 GMT

I'm sorry to hear that, @test123456456

I suggest speaking to our Mobile Care team again so they can check what's happening with this.

Chris

Re: EE service has fallen dramatically since I joined.

test123456456 — Sun, 24 Sep 2023 20:14:05 GMT

I have finally gotten someone to remove 2 e sim plans that were not connected to our Apple Watches

Even though I was already told that this was done, and to wait 72 hours. That was total nonsense.

I was charged for these (2 esims) by the way (cheek of it!), and I have been told that they cannot reimburse me for 2 e-sims that were NOT doing anything, and I was wandering around assuming they were connected to our watches.. I only found out when I tried to use my watch as a phone (having left my real phone at home). I have managed to add one NEW esim to my watch. But my wife's Apple Watch will not download a new esim.

What a right royal debacle... To say its been a fiasco from beginning to end is an understatement.

Its still not right... I have to phone someone at EE again probably tomorrow.

What I can tell people is this.. if you get called by retentions and they suggest saving money on your sims for your watches for heavens sake DO NOT take them up on it.. you will spend HOURS trying to correct it.