topic Re: Urgent Help Needed: Phone Line Transfer Issue and Device Replacement Delays in Contracts & Billing

Urgent Help Needed: Phone Line Transfer Issue and Device Replacement Delays

Ben-Jamine_1111 — Wed, 06 Nov 2024 16:06:40 GMT

Hi everyone,

I'm reaching out for urgent assistance. Recently, I placed an order for a new device and arranged to carry over my existing phone number using the S Tac service. Everything seemed set up properly, and I was informed that a new device would be shipped to me as soon as it was back in stock. Unfortunately, the device I received had a technical glitch, making it unusable. The company assured me a replacement would be sent out once stock became available.

However, this morning, I woke up to find that my old phone has lost signal entirely. I can’t make calls or use any of the remaining data I had purchased, and it appears my line has been transferred to the faulty new device. This has left me completely cut off from communicating with friends, family, or anyone who could provide help. I’m also unable to receive updates about the replacement device or amend my direct debit date, which urgently needs adjustment.

At this point, I feel stranded without any form of reliable communication, and the only way I can make calls is by having someone physically come over and lend me their phone. It’s becoming a dire situation, and I’m not sure what to do next.

Has anyone faced something similar, or could anyone advise on how to escalate this issue effectively? I’d greatly appreciate any guidance or support.

The App is useless to me at this stage!

Thank you so much.

Re: Urgent Help Needed: Phone Line Transfer Issue and Device Replacement Delays

Northerner — Wed, 06 Nov 2024 17:37:13 GMT

Hi @Ben-Jamine_1111

Download Skype and use the number in my signature to call EE.

Thanks

Re: Urgent Help Needed: Phone Line Transfer Issue and Device Replacement Delays

Christopher_G — Wed, 06 Nov 2024 18:53:48 GMT

Hi @Ben-Jamine_1111

Welcome to the community.

Did you manage to get in touch using the method that @Northerner posted? I know you've mentioned that the app hasn't helped, but have you tried the live chat service in the 'help' section?

Please update us with what's happening.

Chris

Re: Urgent Help Needed: Phone Line Transfer Issue and Device Replacement Delays

Ben-Jamine_1111 — Wed, 06 Nov 2024 19:11:02 GMT

I couldn’t find any live chat services anywhere in help on the app. I had a friend come over and I called using their phone. Apparently a new device will be delivered tomorrow and I have given a number to retrieve a delivery pin. I am still without it the ability to make any calls or texts until I have this device setup as my old number is already partially ported to EE.

Sent from my iPhone

Re: Urgent Help Needed: Phone Line Transfer Issue and Device Replacement Delays

Michael_D — Thu, 07 Nov 2024 08:08:34 GMT

Thanks for the update @Ben-Jamine_1111.

Please keep it posted with how it goes after the new phone arrives.

Michael