topic Re: Absolute chaos switching from another provider in Orders

Absolute chaos switching from another provider

drszabo — Wed, 24 Jan 2024 10:51:09 GMT

Hi,

I am posting here for any suggestions and hopefully to get the attention of some EE staff. I recently ordered 2 monthly mobile services and specifically requested eSIM due to exisiting SIMs that I need to keep active. One of the services was ordered to replace an existing eSIM with Lycamobile. I gave the agent the PAC and all I was told to do is wait for the QR codes to arrive in the mail. Easy.

I received one physical SIM in the post a few days later. When I called to ask about the eSIM, the new agent said that the eSIMs were never ordered. However when the agent tried to order a eSIM to replace the existing Lycamobile service, this would not work because presumably the service was already in the middle of changing hands. Im worried that my number will be lost to the ether.

Now, I don't have service from Lycamobile OR EE and I cannot make a call to have this fixed. I need someone from EE to call the only number that I have active now.

Overall, a terrible experience with EE. You would think they would look after new customers. Im thinking I should just cancel and stick with Lycamobile after all. Especially since EE lost my number anyway.

Re: Absolute chaos switching from another provider

Harryw66 — Wed, 24 Jan 2024 11:17:21 GMT

interesting that you were able to request an ESIM at the time of order.

I placed an order online yesterday and could not see an option for ESIM

I then had a text message asking me to ring up to complete the order - as some info was missing.

I rang up to place the order and they had to do the whole order again - I asked if I could get an ESIM - rather than have to wait for a SIM in the post and convert it.

But I was told they don't do ESIM outright for a new order - you have to receive the physical SIM and then convert??

Re: Absolute chaos switching from another provider

bristolian — Wed, 24 Jan 2024 11:17:24 GMT

You can contact EE CS on 0800 0798586 from any working phone.

Re: Absolute chaos switching from another provider

drszabo — Wed, 24 Jan 2024 11:19:23 GMT

Interesting. I called to place the order and the agent said nothing about this when I requested the eSIM. Maybe that's why its become such a mess for me now.

Re: Absolute chaos switching from another provider

drszabo — Wed, 24 Jan 2024 11:22:11 GMT

I just moved to the UK from abroad. Thats why I had the Lycamobile pay-as-you-go service to begin with. Now that service has been shut off, I don't have a number to call CS. I just called them with my SIM from Sweden, but I am getting charged international rates. They were not able to call me back.

Im not sure what to do anymore.

Re: Absolute chaos switching from another provider

BrendonH — Wed, 24 Jan 2024 11:26:13 GMT

Once the sim has been activated you can get an eSim via our MyEE account

Re: Absolute chaos switching from another provider

drszabo — Wed, 24 Jan 2024 11:35:13 GMT

I tried using the physical SIM I received in the post. It wont connect to the network. Also, I cannot seem to log into MyEE account. I have emails confirming my order, but it says there is no account with that email.

Re: Absolute chaos switching from another provider

BrendonH — Wed, 24 Jan 2024 12:09:40 GMT

When did you do the PAC code transfer?

Re: Absolute chaos switching from another provider

drszabo — Wed, 24 Jan 2024 12:25:51 GMT

I did the PAC code transfer on Sunday when I originally ordered the new services. Then, yesterday they tried to do it again and it failed.

Re: Absolute chaos switching from another provider

bristolian — Wed, 24 Jan 2024 12:31:27 GMT

@drszabo wrote:

I just moved to the UK from abroad. Thats why I had the Lycamobile pay-as-you-go service to begin with. Now that service has been shut off, I don't have a number to call CS.

Do you have any friends or relatives from whom you could borrow a phone, to make the free call?

If not, install the Skype web-calling app and use that to call +44 800 0798586 over any working internet connection.

Re: Absolute chaos switching from another provider

BrendonH — Wed, 24 Jan 2024 12:32:54 GMT

I you did the transfer on Sunday the tranfer should have completed yesterday. You need to contact EE to see what is going on.

Re: Absolute chaos switching from another provider

Harryw66 — Wed, 24 Jan 2024 17:48:37 GMT

@drszabo

Just to note, if you are not sure how to access the Replace SIM/ESIM option on the website - just go to https://ee.co.uk/exp/home and select the relevant SIM from the dropdown list.

Then click on 'View full usage'
and then click on 'Manage this device'
Once you do that, you will see the option to 'Manage your SIM / eSIM' - underneath which you will see the 'Replace SIM/ESIM' option.
Click the above and follow the instructions - making sure your physical SIM is active in a phone - as they will send you an SMS at some point - before they activate the ESIM.

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