topic Re: Re: Poor Customer Service in Contracts & Billing

Re: Poor Customer Service

mcgarryjames — Thu, 11 Sep 2025 08:45:34 GMT

I am a customer of EE and when my new phone became faulty they refused to provide a new phone and sent me a second hand phone. They didn’t allow me to download all my family memories as the delivery person took my old phone. Email from EE today saying due an upgrade when contacted they said yes pay off the existing contract first. Customer care is an absolute joke.

Re: Re: Poor Customer Service

Leanne_T — Thu, 11 Sep 2025 12:42:46 GMT

Hi @mcgarryjames

Thanks for coming to the community.

I'm sorry you have had this experience. DPD would need to swap the device when they arrived, and any data would need to have been backed up before they arrived.

If you have had an email for an upgrade, does your EE account show you are eligible to upgrade? Do you have a Flex Pay agreement?

Leanne.

Re: Re: Poor Customer Service

Northerner — Thu, 11 Sep 2025 12:53:12 GMT

Hi @mcgarryjames

Is this an insurance claim.

Thanks

Re: Re: Poor Customer Service

Chris_B — Thu, 11 Sep 2025 13:09:20 GMT

@mcgarryjames what does texting UPGRADE to 150 report back ?

Read your insurance information about replacement devices.

The courier cannot just wait there waiting for your device to transfer everything over as this could take hours. It’s your responsibility to create a back up and then restore from that backup once you get the replacement device.