topic Re: My sim in Contracts & Billing

My sim

Chris-C1 — Tue, 10 Sep 2024 11:46:16 GMT

Same issue here, been trying to get to speak to someone about an upgrade to my sim but totally unable to get through. Annoying that the spiel says how committed to excellent customer service they are. Be nice to get some.

Re: My sim

Katie_B — Tue, 10 Sep 2024 07:21:27 GMT

Hi @Chris-C1.

Welcome to the EE Community.

Are you contacting our teams during our opening hours of 8am - 9pm Monday to Friday and 8am - 8pm Saturday and Sunday?

Katie

Re: My sim

Chris-C1 — Tue, 10 Sep 2024 07:26:40 GMT

Yes I am. I just spend an age on hold each time.
The shortest predicted wait time so far has been 20 minutes and I can’t hand around all day.
When I was with Plusnet I never had a wait of more than a few rings before I was through to a customer service agent.
so frustrating and no other way to contact service. Not even a call back option.
It’s appalling really and I can’t see me continuing because I literally have no way to administer my account in the way that I need to.

Re: My sim

Katie_B — Tue, 10 Sep 2024 09:33:41 GMT

Hi @Chris-C1.

Thanks so much for confirming.

Are you able to process your upgrade online or do you have some questions regarding a plan?

Katie

Re: My sim

Chris-C1 — Tue, 10 Sep 2024 09:38:17 GMT

It was a few questions about a sim plan that I needed to ask but can’t find answers to online.

Re: My sim

Katie_B — Tue, 10 Sep 2024 09:41:16 GMT

Hi @Chris-C1.

I would love to see if I can find some answers for you.

Katie

Re: My sim

Chris-C1 — Tue, 10 Sep 2024 09:55:05 GMT

OK thanks!

There’s a £20 24 month unlimited sim on offer and I wanted to know if I could get that as an upgrade to my current sim and keep my two line 30% discount?
I could add it to my basket but it looks like it’s just adding a new line not an upgrade.

Re: My sim

Chris-C1 — Tue, 10 Sep 2024 10:04:44 GMT

Sorry, it’s advertising £23 but I can’t get it?

Re: My sim

Katie_B — Tue, 10 Sep 2024 10:06:57 GMT

Hello @Chris-C1.

If the plan has already been discounted you would not be able to use your 30% discount.

Are you near the end of your contract?

Katie

Re: My sim

Chris-C1 — Tue, 10 Sep 2024 11:34:33 GMT

No, was looking at upgrades as it offered me some. My current plan is discounted and I also get 30% though for two lines.
Thanks for helping. I’m going to abandon the upgrade attempt and stick with the current plan.