topic Re: EE has been just pathetic. in SIM cards & Porting

EE has been just pathetic.

Rattlerat — Fri, 18 Oct 2024 09:19:51 GMT

I ported my Sim from Vodafone to EE and was send out a new sim. Their first screwup was with the delivery being made to the opposite block of appartments. Fortunately, the guy they delivered it to is a work colleague in my own team and was able to hand me the sim the next day.

I put the sim in the phone and it doesn't work so I go the store after 24hrs and they try to sort it out. The guy checks the database and says the phone number they send me belongs to a completely different person and that my vodafone sim has never been ported. Which is true, since I still have the Vodafone sim running in the background. He tries to do something extremely hopeful and says if it works the sim should start the next day, because the store couldn't just give me a new sim in my case (Which is fine, I mean no offence to him since he atleast tried to help and connected with the customer service himself). I waited there for around 30 minutes after work for this.

Next day, the sim still isn't working. I went to the store again to tell them this and the lady says this, please mark the exact words, 'the store cannot do anything about this. You'll have to call customer service youselves'. This is not the response they should be having when a customer visits their store. I didn't say anything on the day, because I didn't mean to disrespect someone right then and there.

Next day, I give a call to customer service phone number that was sent to me with the sim, and they say this is the wrong service and can't help me. I would have to call another number. If it was wrong, why would you send it to me in the first place? I didn't get the number on my own, its on the bill they sent with clear words, in case you want to cancel the order in the next 14 days, call this number from another mobile. He gives me another number though, and I hopefully give them a call and the response? 'We cannot do anuthing about it now cause our systems aren't working at the moment and we do not know when they'll restart'.

Re: EE has been just pathetic.

Peter_W — Fri, 18 Oct 2024 12:14:36 GMT

Good afternoon @Rattlerat.

Welcome to the EE Community, and I'm disappointed to hear the start of your experience with us hasn't gone the way we would expect.

We don't have access to customer accounts via this public forum, but I really want to make sure we help signpost you to the best support possible with this.

Which numbers have you been calling here?

Also don't share any personal details, but when speaking with us has anyone confirmed they have successfully located your account?

Peter

Re: EE has been just pathetic.

Rattlerat — Fri, 18 Oct 2024 12:51:04 GMT

+447953966150 and 08009566000.

The guy in the store on the first day was able to locate the account and confirm that the Vodafone number should've been ported. But when he checked the number they've sent me out, they find out it belongs to someone else.

Re: EE has been just pathetic.

Chris_B — Fri, 18 Oct 2024 12:52:54 GMT

@Rattlerat while I do understand what you’re saying I also feel the need to point out to you that EE don’t own the Royal mail or DPD who ever delivered this sim to you. So EE isn’t really accountable for that mixup.

And whoever you spoke with at the store that chap did seem to try and help you but all he was doing was chatting with customer services and then the lady you spoke with the next day actually did tell you the truth. They are not there to deal with customer issues such as this they are there to sell.

I do however hope you get this resolved.

Re: EE has been just pathetic.

Rattlerat — Fri, 18 Oct 2024 12:57:35 GMT

The guy that I connected with on the Customer services team was actaully shocked that the store didn't just give me a new sim.

Re: EE has been just pathetic.

Peter_W — Fri, 18 Oct 2024 13:20:10 GMT

@Rattlerat Thanks for confirming that, our stores are able to do SIM replacements on the day, provided you've got photo ID in the form of a valid passport or UK Driving License.

The bit that could be adding extra complication here is the other person's name showing as linked to the temporary number you've received.

My best recommendation here would be to get back in touch with customer care on +447953966150, and provide them with the following details:

Your full name and postcode
The 12 digit SIM serial number for the SIM you currently have
The temporary number and account number that show on the bill you received in the post.

With these details we should be able to get you verified, confirm if there is a port pending on the account for your switch from Vodafone, and advise exactly what is happening with your numbers too.

Peter

Re: EE has been just pathetic.

Rattlerat — Fri, 18 Oct 2024 14:03:29 GMT

1. I had my identity verification on the first day I visited.

2. I've already given them acall on the number you've just mentioned and was pretty clearly told they can't help with this. Since that is not the designated service. (I got the other number from them too).

3. I do not have an account number that will show on the bill, since I do not have a previous bill. But lets just think I can find it somewhere else but just need someone that can actually help with it (due to the server issue I guess).

The best case that can be done is completely cancel the order and make a new order (which I don't think I want to anymore). Which is what I am trying to do, but everyone I connect hasn't been able to help (Some due to reasons outside their control and some I just dont know why).

Re: EE has been just pathetic.

Peter_W — Fri, 18 Oct 2024 14:11:56 GMT

My apologies @Rattlerat, you mentioned a number on a bill in your original post, so I assumed you had received your first bill in the post.

The number I shared here is for our main phone system, so it's absolutely the right number to reach someone that will be able to help here.

Just follow the options to mobile billing, and provided you have your name, postcode and SIM serial number, someone should be able to help locate all the relevant details.

Peter

Re: EE has been just pathetic.

Rattlerat — Fri, 18 Oct 2024 15:15:41 GMT

I already reached out to that number and as I pointed out, was blatently told that is the incorrect number. Which is the reason I said, EE has been pathetic.

I've been on the phone with agents all day. 6 seperate agents and none was actually able to help (reasons out of their control or not). The last two guys actually collaborated and were trying to help. But I've just decided to cancel the port and the contract.

I'm not sure why, it's going to take 24 to 48 hours for that to happen if it hasn't even been initiated. But I'll wait for it until Sunday.

If I don't receive any communication from EE regarding the cancellation, I'll just have to contact the Ombudsman association or Trading standards officer and go through the Consumer Rights Act.

Re: EE has been just pathetic.

Rattlerat — Fri, 18 Oct 2024 15:22:44 GMT

Also, a big thank you for trying to be helpful. It's just that the wider EE team was not as good as I had expected.

With Vodafone, when I ported my Sim to them, all I had to do was undergo identity verification and put the new sim in the phone. And that's all.

Also, Vodafone offers the same deal for cheaper than EE and I've never had a complaint with them, which is why expected EE to be better if not just as competent.

Also, I know EE is attached to BT and even though I had my fair share of problems with BT broadband when I got the new connection (openreach issues) I thought of them to be good enough as them. But they simply really are not.

Re: EE has been just pathetic.

Rattlerat — Fri, 18 Oct 2024 15:31:21 GMT

One more advice if you can offer.

My sim isn't even registered on the network. My phone says sim not provisioned.

Then why would an customer service agent ask me to call a UK number from that sim and keep connected for 2 minutes?

What part of Sim not provisioned, or not connecting to the network do they not understand? Because I've just tried to do that and it cannot call anyone because of no network. Are they horribly undertrained? Or are they just trying to make a fool out of the customer?

I hope you can explain this to me.

Re: EE has been just pathetic.

Peter_W — Fri, 18 Oct 2024 16:01:12 GMT

Once again, I'm really sorry that this experience has fallen short of what we would expect for you, @Rattlerat.

In regards to the advice you received to try making a call - this would be relevant advice if the issue purely lay with the number port, as when a SIM first activates on our network this is what also initiates a port request for the next available date.

In this instance though, as you mentioned this sounds like a SIM provisioning issue rather than anything to do with the port-in request, so it won't make any difference.

Without viewing your account I can't say for sure, but it sounds like this can be a number of different issues, but we'd always expect our team to support you with things.

How was it you requested to cancel this, and was any reason given for why this would take a few days?
Peter

Re: EE has been just pathetic.

Rattlerat — Fri, 18 Oct 2024 19:36:03 GMT

I requested it through the customer service phone number I was given. And tbh I don't know why it will take 24 to 48 hrs to cancel. But I'm willing to wait for it.

Is there any way of contacting some higher up at EE, not to complaint about things but you know letting them know about stuff and let them know where they need to improve.

Re: EE has been just pathetic.

Alex_H — Sat, 19 Oct 2024 11:26:54 GMT

@Rattlerat The form here Fill out our complaints form | Help | EE is the best bet. I know you mentioned not making a complaint specifically but that form will go to our executive team who will be able to pass on any necessary feedback and make sure your issue does get resolved if you are not been getting the assistance you need on the normal customer service number.

Though hopefully all action needed has been taken on your last call and if so the executive team can just send on the feedback you provide.

Alex

Re: EE has been just pathetic.

Rattlerat — Sat, 19 Oct 2024 12:57:21 GMT

Thanks Alex!