topic upgrade mobile found to be not working and after two calls still no new phone in Orders

upgrade mobile found to be not working and after two calls still no new phone

inverparkwill — Tue, 28 Mar 2023 12:58:59 GMT

i upgraded my mobile and found new upgraded phone not working and after two lenghtly calls still no new phone , first call seems to have been lost as second ee tech had no notice off it.? Now after near a month charged my account for phone not working and today an insurace (not asked for) for the phone arrived for non existing phone which means more expense for nothing

Re: upgrade mobile found to be not working and after two calls still no new phone

Christopher_G — Tue, 28 Mar 2023 15:00:10 GMT

Hi @inverparkwill

Welcome to the community.

What is the problem with the phone? Have you discussed the insurance with our Mobile Care team.

Chris

Re: upgrade mobile found to be not working and after two calls still no new phone

inverparkwill — Tue, 28 Mar 2023 16:05:03 GMT

phone wont work ,tried for half an hour on phone with ee tech guy but he said to send it back and i will get a replacement,,still waiting
w,allison

Re: upgrade mobile found to be not working and after two calls still no new phone

Christopher_G — Tue, 28 Mar 2023 16:17:56 GMT

When is the replacement scheduled for, @inverparkwill? When did you speak to the technical support team to organise it?

Chris

Re: upgrade mobile found to be not working and after two calls still no new phone

inverparkwill — Tue, 28 Mar 2023 16:31:03 GMT

8th march it started with them being told phone not working,then told that no notes found about our call to 150 then on to tech person who said all will be sorted ,as i live a 200 mile trip to nearest EE store all is done on a phone calls,but we do have a good postal service.upgrade phone arrived inside 4-5days ( pity it was a dud)
w,allison

Re: upgrade mobile found to be not working and after two calls still no new phone

Christopher_G — Tue, 28 Mar 2023 16:50:24 GMT

You should have definitely had a replacement by now, @inverparkwill

I would suggest speaking to our technical support team again to find out what's happening.

Chris

Re: upgrade mobile found to be not working and after two calls still no new phone

inverparkwill — Wed, 29 Mar 2023 08:56:09 GMT

or go to another mobile and internet if nothing occurs soon

Re: upgrade mobile found to be not working and after two calls still no new phone

inverparkwill — Sun, 02 Apr 2023 10:31:52 GMT

still the saga continues, phoned 150 this morning and told not sent out yet as now i have to return faulty phone to another number 0800790103 to find out how to return phone somewhere (not mentioned before as first tec said i give old phone to delivery driver w ho was bringing replacement mobile) no notes on line where to send faulty equipment? and now drive to nearest post office ( 20-mile) to send and wait for it to get there and some one send out another phone so about a month all ready not counting time befor upgrade when i reported a small fault with last phone i had. so hope no charge for next bill on 11th but extra cost of new sim as lost old one (mislaid i think to stop it getting lost ,old timer thing) and maybe cost time fuel postage? been with ee for a good time now and mobile and internet but seriously thinking why