topic Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix in Orders

EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

trial812 — Sun, 21 Jul 2024 22:33:32 GMT

Hey folks. Completed my switch to EE today, with my SIM to be sent to a different delivery address to my ‘billing/account address’ successfully. All good and completed online.

I was then in a chat later with EE about a watch - so at the start I asked the person to make sure this would go to the different delivery address too .. as per the order I’d just completed for the SIM (also re-stating NOT the billing address) if I went ahead with the order.

I was reassured that we’d confirm addresses later.

A wee while later the person gets me to pay the upfront charge for it and then says - ‘that’s all done’.

I ask to confirm the delivery address. He couldn’t tell me where it was being delivered and refused to do anything further to find out (seems weird that a sale can be processed without knowing the delivery address).

At that point I get worried and he suggests I speak to customer services. After a bit of pushing he says they’ll call me inside 30 mins.

no phone call

I call CS later on and am told that the order has been put through with delivery to my billing address.

So I ask for that to be changed to the delivery address on my SIM order, which he says he has done.

but DPD have confirmed it’s still going to my billing address.

i think im as much irked by the fact that two separate people said they’d sort out the address and didn’t, as much as anything.
but in the meantime - does anyone know how this change of address thing works with DPD?
Any chance it has been changed but just isn’t showing on DPD?

Not my best start to a new life with EE (making the switch due to a very specific mast/area location which is better for remote connections, but I could live without it (have for ten years … if I have to revert back to Vodafone))

Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

Leanne_T — Mon, 22 Jul 2024 07:17:20 GMT

Morning @trial812

Thanks for coming back to the community.

I am very sorry to hear this has happened when placing the order.

To get the delivery address checked and any changes that are needed for DPD, please give us another call on 150, and the team will get this looked into for you.

Let me know how you get on.

Thanks 🙂

Leanne.

Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

trial812 — Mon, 22 Jul 2024 08:04:09 GMT

Thanks for the reply. Didn’t realise there would be EE folks here too 👍. That’s cool. Similar to Virgin and Vodafone I’ve noticed. Good plan.
I’ve had an update from DPD and it’s definitely on the way to the wrong address. Interestingly they also say that even EE can’t change the delivery address.

All boils down to one person not doing what they promise and the cascade effect is delays, missing watch, forum posts, phone calls to try and resolve. It ‘feels’ like in my case the desire to complete a sale was more important than the customer. But that can never be proved. The outcome is the same though. Hassle.

I’ll try customer services again when I have a break. Really appreciate you replying.

Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

Leanne_T — Mon, 22 Jul 2024 09:24:48 GMT

No problem @trial812

I am sorry to hear the address is incorrect, our mobile guides on 150 will go through your options and let you know what can be done.

If the team are unable to make any changes and DPD are unable to deliver your order at the address they have, DPD would return the device back to EE and you could set up a new order to the correct address.

Thanks.

Leanne.

Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

trial812 — Tue, 23 Jul 2024 15:45:24 GMT

——

To get the delivery address checked and any changes that are needed for DPD, please give us another call on 150, and the team will get this looked into for you.

Let me know how you get on.
——

As you were kind enough to comment the other day .. just a wee update … I’ve an ongoing chat with customer services .. so far it’s been 8.5 hours today (includes a 3hour break in the middle).
I have so far found out that EE chose not to send the device to my delivery address, and chose not to tell me. ‘New customer’ being the reason. (That’s two individuals at separate times as well, which is a bit sad)

Which means DPD follow their own processes now and will keep trying to deliver, rather pointlessly, to another address.

Have asked Customer Services (CS) to give me a call once they have a solution, and that way we can hopefully either just cancel the whole thing, or ideally find a different solution.
I’ve now spent so many hours trying to resolve this I’ve lost the will a bit, but hey ho.
I hope that CS will call me today 🤞

Bizarrely I’ve been sent a bill for my new EE mobile phone contract and EE Apple Watch contract in the meantime, which is actually quite funny.

My impression is that the company is probably so focussed on Sales, that other aspects are being forgotten. But let’s see what CS do next.

Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

trial812 — Tue, 23 Jul 2024 16:40:23 GMT

@Leanne_T
Received an update from EE

The representative suggested I wait a month and change my address.
So I’ve kicked off the refund and return process.
it took 7.5 hours elapsed today (but can take 3hrs off that as I had to travel) to get to that information.
It appears the Sales teams are not provided with the information they need at sale time, which is a shame. As it’s been a few days of my life I’ll not get back 🤣🤣

Also a shame as EE happen to have a handy mast nearby for me due to the emergency service work they have. But hey ho.

Vodafone it is.

Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

Leanne_T — Wed, 24 Jul 2024 06:37:58 GMT

Morning @trial812

Thanks for coming back to me with an update.

I am very sorry to hear you are leaving and have started the return.

All the best.

Leanne.

Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

trial812 — Thu, 25 Jul 2024 14:31:15 GMT

Folks

New to EE (switched last night)
Port complete of old number, so I’m all good on the phone side
Apple Watch has arrived, along with it’s own SIM - which was bought on a ‘Paired’ plan, which means (I think) that my Watch will use my phone plan unless the phone isn’t present. I also assume it will use the same phone number as the phone.

So - to set this up ..
EE app tells me that Watch SIM is a different number (presumably because the SIM starts life with a number until it is changed by a later process)

The Watch app on the phone is asking me if I want to set up mobile data, but not clear what will happen when I do that and I don’t want to break anything.

What process is it that ensures that the SIM that came with the Watch changes its number to my iphone number?
And how do i make sure the Watch uses the phone ‘plan’ when it’s nearby?
And lastly, assuming I’m right about the phone number - I assume I can receive calls on that watch without the phone being nearby, but on the same number as the phone, once all this is done.

These are going to seem dumb questions as there’s an option on the phone to ‘set up mobile’, but I’ve read too many difficult notes on these forums in the last 24 hours where people have problems with EE and SIM cards (me included).

I have checked the documentation that came with the Watch - no information there, and the order email pointed me to a guide which suggests I should see “set up mobile service” in the watch app settings, but I only have the option to “add a new plan” and another line thats says I have a ‘not in use’ service called EE.

Really could have use a one page - this is how to follow through your Apple Watch Ultra 2 set up as a link with the order form.

And that’s probably all too long above … so if anyone has any suggestions on what to do to get this Watch set up with the same number as my phone that would be great

Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

trial812 — Thu, 25 Jul 2024 14:39:55 GMT

Also worth noting that if i do choose ‘Set up Mobile Data’ under the ‘add a new plan’ option I’m offered a £7/month unlimited data plan on the watch,which is incredibly weird as I’m already paying for a plan, albeit I seem to be paying £8/m for4Gb on thr Paired plan.

So obvs I don’t want to set up a second contract. All very confusing.

Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

trial812 — Thu, 25 Jul 2024 14:44:26 GMT

Well, as soon as the return process was kicked off, and a complaint raised, this was resolved in the end @Leanne_T . Thanks for taking the time to reply

So for anyone else reading this - when things arfen’t going to plan - it appears a ‘case’ needs to be raised so that the issue is given focus, and then stuff happens. (In my case a second device was sent out in parallel while the first was recalled).
It got worse a day later with Port’ing the old number across, but that’s another story for another thread maybe. It’s fixed now after a 10.5hour (not a typo) chat session

I have a working phone, on the correct number. Now for setting up the Watch Ultra 2 …..

Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

James_B — Thu, 25 Jul 2024 14:53:46 GMT

Thanks for the update, @trial812

I'm sorry it took longer than it should have to get a resolution.

James

Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

trial812 — Thu, 25 Jul 2024 15:19:07 GMT

Thanks @James_B

Have focus groups with customers been used to help improve specific areas, such as onboarding?
More than happy to contribute should that ever be something that happens. There are quite a few ‘gaps’ in the customer experience that could be filled, in the spirit of helping future customers.

Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

Schockwave — Thu, 25 Jul 2024 16:11:13 GMT

@trial812 , the watch has its own number for billing purposes.

You need the data plan so that you can use your watch without having the phone with you, it does not use the plan from the phone, they each have a plan.

Did you get the watch from EE or somewhere else? If from EE, they only sell them with cellular, if you bought it elsewhere and are not going to use the cellular and always have the phone nearby, then you can just connect using bluetooth.

Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

trial812 — Thu, 25 Jul 2024 17:26:53 GMT

Hey @Schockwave

- EE SIM only contract taken out at the weekend for the phone.
- EE paired plan taken out for the Watch the next day.

All done via EE officially and seemed all nice and lined up.

When I took out the Watch plan - the plan is described (from the EE website) below

—————-

4GB data

£30 upfront

£38 monthly increases 31 March

Personal Paired plan

Share minutes and text allowance from your current plan
Receive/send calls and texts just like your phone
Uses same phone number as your Phone

Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

James_B — Thu, 25 Jul 2024 17:32:30 GMT

No problem, @trial812

Thanks for offering your support. It sounds like complaint case was raised by the team helping get the issues you mentioned fixed.

As well as resolving the issue, our complaints team would highlight any system or process issues that may have contributed to the problem with the relevant teams.

James

Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

trial812 — Thu, 25 Jul 2024 17:43:56 GMT

So I have since received the SIM for my iPhone.
My existing number has been successfully ported to my phone, so my iPhone is now fully EE, on its new contract, and working fine as of this afternoon (ok it took all sort so hassle to get that fixed yesterday and today but it did happen eventually).

Then the Watch arrived today. Wrong band, I really need to report that, included a physical SIM which threw me completely off track, and no set up process.

Couldn’t find anything in the help guides re what to do with the SIM so I chose to get the watch paired to the phone like normal and to the bypass ‘set up mobile’ screen by pressing ‘not now’ so I could at least get one thing done, get software updates and so on.

So, updated to WatchOs 10.5 and paired to the iPhone
1. went back in to the Watch app in the phone to do the mobile access tbing as I’d now seen enough to be sure the SIM was a red herring (all my watches in the past were old, non cellular ones so this bit is new)

2. I get the option to ‘set up a new plan’ when I’m in there and that asks me to authenticate with EE and then eventually offers me a second £7/m cellular data plan. I close that down as I’ve already got a plan.

And that’s when I give up and call 150. Someone there did try and help, though initially was suggesting I needed the SIM. Once we’d got over that bit, EE came to conclusion that the SIM needed reset/repaired - I didn’t quite catch the terminology.

4. I’ve since gone back in to the Watch app in the phone and it has let me ‘activate’ a watch plan. I’ve copied what the Watch app now looks like .

5. and then I switched everything off and in again

6. switched phone in to flight mode and got someone to call me. Straight to voicemail, the watch isn’t picking up calls

7. tried to make an out bound call from the watch ‘call failed’

Ho hum

Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

trial812 — Fri, 26 Jul 2024 06:59:14 GMT

One wee oddity.
When I look at Mobile service and tap the wee ‘i’ button next to the EE plan it gives me the attached message (and has done for the last 10 hours approximately).
The message doesn’t make sense as there’s nothing in mobile service to say whether something is activated or not.

Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

Schockwave — Fri, 26 Jul 2024 12:03:37 GMT

@trial812 , if you put the phone into flight mode, then the watch will also be in flight mode, as it will do the same as your phone, but when you switch your phone off, then you should still get calls and text, etc, on your watch, as it will work the same if you go out without your phone.

You can check when putting phone in flight mode, check your watch, you will see that it also has flight mode.

You can download the instructions how it all works in books or take a look at the Apple website for more information.

Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

trial812 — Fri, 26 Jul 2024 20:53:44 GMT

—-
you put the phone into flight mode, then the watch will also be in flight mode
—-
@Schockwave i know you meant this well, so thanks.
You may be unaware, this is incorrect. It is possible to mirror the phone to the watch, but in all the years I’ve owned Apple Watches I’ve never enabled that.
I’ve been reading Apple manuals for a fair length of time as I love tech. Of course there’s always new stuff and I’ve probably forgotten more than I remember 🤣

Thanks though.

re your suggestion below - pretty good with how mirroring options work for flight mode. Cheers again though.

—-
You can download the instructions how it all works in books or take a look at the Apple website for more information.

—-

Re: EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

trial812 — Fri, 26 Jul 2024 21:00:48 GMT

Update.
EE work to reset the eSIM, alongside a bit of Bluetooth digging, has been successful.
There was an issue at EE with there being an incorrect ‘number’ attached to the eSIM (I’m not party to the precise details of what was done but the person I spoke to said they’d done something different this time). Then the extra bit. Disabling Bluetooth fully in settings to ensure the watch cannot see the phone at all.
and problem now solved.
Happy days. Both contracts now active and both devices now working fine. Data download speeds are fine on 4G, and I don’t need to carry my iPhone anymore unless I want to.