topic Re: Unable to get through to EE store in Other phones & Devices

Unable to get through to EE store

anitamullins — Tue, 19 Mar 2024 12:33:42 GMT

Been trying to contact EE store to get a quote and book in a repair of my phone. It is a google phone and they recommend EE as an approved repairer. The phone gives you options, then cuts you off. Have tried a few stores and the same issues. Anyone know what is wrong?

Re: Unable to get through to EE store

Chris_B — Tue, 19 Mar 2024 13:21:44 GMT

@anitamullins The staff at the store can only answer the phone if they are free to answer. If they are dealing with customers they can not answer the phone. The device has to be sent off to be looked at before you’ll get a price to fix it they don’t repair in stores. Best just to go to a store to start the repair process.

Re: Unable to get through to EE store

anitamullins — Tue, 19 Mar 2024 13:32:09 GMT

If you book a slot online, does that mean you are just booking for them to look at what the repair cost is then?

I am surprised the phones are not ever getting answered to be honest as often I have walked past the store and noone is busy!

Re: Unable to get through to EE store

James_B — Tue, 19 Mar 2024 15:18:24 GMT

Welcome to the EE Community, @anitamullins

For everything you need to know about in store repairs, please see Mobile Phone Repairs | EE 2-hour Repairs | EE.

Hope this helps.

James

Re: Unable to get through to EE store

S61073 — Tue, 26 Nov 2024 20:45:01 GMT

I am a serious health risk on public transport because of unpredictable seizures and ASD and my nearest store is Buckinghamshire so what can I do to get their safely cause I don't get any warning signs or symptoms with my seizures

Re: Unable to get through to EE store

Ali_A — Wed, 27 Nov 2024 11:34:09 GMT

Hi @S61073

Welcome to the Community

What's the reason that you need to pop into the EE store? Are you looking to get your handset repaired?

Ali

Re: Unable to get through to EE store

S61073 — Wed, 27 Nov 2024 17:50:40 GMT

I was told that I needed to pop into my nearest EE store to help me unlock
my mobile phone....

But cause of serious health issues like unpredictable seizures with ASD and
that there is no warning signs or symptoms with my seizures

Re: Unable to get through to EE store

Ali_A — Thu, 28 Nov 2024 11:13:46 GMT

@S61073

Is this to unlock the handset so that it works with other network SIM cards, or is it to unlock a passcode?

Ali

Re: Unable to get through to EE store

S61073 — Thu, 28 Nov 2024 11:26:02 GMT

Both default codes will not unlock the mobile phone so that it can be used.
Then it has a message on it with a code for when a smart watch version 7 is
delivered until then I'm stuck... The use of a mobile phone is a whole new
level for me and it takes me longer to process things cause I suffer with
ASD and unpredictable and irregular seizures...
Steven Mowatt

Re: Unable to get through to EE store

Ali_A — Thu, 28 Nov 2024 12:08:07 GMT

@S61073

It sounds like as you have a security lock on your phone, and they're suggesting a one-to-one session with a store guide who may be able to help you through the steps to unlock it.

The store themselves will be unable to unlock the security code, as this is a device/manufacturer feature, but they may be able to guide you how to do it.

What make / model is your phone?

By the way, we have a range of ways to support customers with additional needs. Have you had a chance to register your needs?

Have a look at Account support for vulnerable customers | EE for more information on how we can support you as well as the steps for you to take.

Ali

Re: Unable to get through to EE store

S61073 — Thu, 28 Nov 2024 12:17:02 GMT

It's a Samsung galaxy A13 mobile phone
Steven Mowatt

Re: Unable to get through to EE store

Ali_A — Thu, 28 Nov 2024 13:52:35 GMT

@S61073

You may be able to avoid visiting the EE store for help with unlocking-

Have a look at Samsung's What can you do if you forgot the PIN, pattern or password of your Galaxy device page for help and steps on unlocking the handset.

Let me know how you get on.

Ali