The new SIM arrived on 28 December - quick work by Rebecca, well done. But it was unfortunately in my husband's name. A telephone call to EE telno150 resulted in assurances that the matter would be remedied and the balance transferred from the Orange SIM within 48 hours - again, good work, on the face of it.
Tried the phone 48 hours later - no change. Tried the EE website, only to find that it was offline, and would in fact be so for another two days. Tried on 3 January, and was told by an EE 150 supervisor that I had been given the wrong information on 28 December - the file had been marked "Couldn't resolve the problem" after I had been told that all was OK, but nobody had taken the trouble to inform me.
The supervisor then pushed a few buttons and twiddled a few knobs, and was FINALLY able to get the matter sorted.
So here I am, all now actually OK.
The unfortunate fact is that the issue, which involved merely the transfer of my account from Orange PAYG (a subsidiary of EE) to EE PAYG, and which I started on 6 December, took four weeks to resolve. This I consider unacceptable, and I hope that EE management (perhaps specifically Mr Max Taylor) will agree, and learn some lessons from it. First, ensure that the telno 150 assistants are properly briefed so that they can deal adequately with what I imagine will be a large number of persons migrating their Orange account, in view of its disappearance from online access, to EE, and not merely refer the caller to the other organisation; second ensure that the menu of assistance on telno 150 specifically includes how to migrate the PAYG account to EE; and third inculcate a culture in which if an assistant mistakenly informs a caller that all is in order, that same assistant corrects the matter, or ensures that a colleague does so, rather than merely clock off and leave the enquirer up in the air. These are modest expectations, but are they vain hopes, I wonder?
