topic Can't receive PIN in Orders

Can't receive PIN

bgreen2 — Mon, 28 Oct 2024 14:42:29 GMT

My phone is bricked. I've raised with Google and they won't fix. I'd like to use my free EE upgrade to get a new phone. However, the EE checkout page asks for a number for a DPD PIN. I can't get the PIN as my phone isn't working. I do not have another device. Help?

Re: Can't receive PIN

Chris_B — Mon, 28 Oct 2024 14:07:21 GMT

@bgreen2 as you have an Internet connection you are obviously using some means to connect to the Internet. You can create a DPD account and you will find the pin on there that you have to give to the courier.

Re: Can't receive PIN

bgreen2 — Mon, 28 Oct 2024 14:41:37 GMT

Forgive me if I'm misreading your tone, I've been dealing with Google's customer service all day where they've told me that a pixel 6 getting bricked by an update is a known issue and they will not replace it and I don't have the money to repair, so I'm quite frazzled. But saying "you are obviously using some means to connect to the Internet" is quite snarky. Yes, I'm connected to the internet. But I'm also trying my best with the information available to me.

On the checkout page it says they will send the PIN to my EE number.

If I can get the PIN via DPD's website, sure, that'll work. But the checkout page doesn't say that. It just tells me I can't move forward without a PIN. I don't have a different device that can receive a number.

I'm in the middle of cancer treatments and need an active phone so I can contact my doctor. Being without one is frustrating.
Edit: I created a DPD account. It has not worked. I cannot checkout.

Re: Can't receive PIN

Leanne_T — Mon, 28 Oct 2024 15:00:20 GMT

Hi there @bgreen2

I am very sorry you have been unable to get the phone fixed and appreciate how important this is for you at such a difficult time.

To complete the upgrade online you would need to enter the PIN code, do you have anyone else with you or due to visit you can pop your SIM card into their phone and get the PIN that you need?

If you have access to another phone or VoIP service such as Skype you can call us and the team will get the order completed for you and let you know when this is due to be dispatched.

Thanks.

Leanne.

Re: Can't receive PIN

bgreen2 — Mon, 28 Oct 2024 15:46:30 GMT

I don't have a different device. The next visitor is due for Friday, which means a week without phone, and I realistically probably won't know if there's anything wrong before then. I've tried using VOIP (Skype) and after buying credit the calls keep being shut off while I'm on hold.

At this point the customer service experience has been pretty poor. Poor information signaling from EE, poor handling from Google. Being unable to contact EE except through a forum is also not great. I don't know how many days I have, but I've lost half of one to google and EE at this point.

Re: Can't receive PIN

Leanne_T — Mon, 28 Oct 2024 15:58:16 GMT

Hi @bgreen2

Thanks so much for trying and I completely understand.

I have sent you a private message for some details, if you could take a look and get back to me.

Leanne.

Re: Can't receive PIN

bristolian — Mon, 28 Oct 2024 16:25:55 GMT

@bgreen2 wrote:

I've been dealing with Google's customer service all day where they've told me that a pixel 6 getting bricked by an update is a known issue and they will not replace it

If you've followed all manufacturer instructions and done an update via the manufacturer's own process, I don't see how they can wash their hands of any issues that result, within the warranty period. Google admitting a known issue is all the more reason for them to assist, not less.

I suspect Trading Standards would take a dim view of this behaviour.