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Hi everyone!
I joined EE as a new customer almost a month ago and since then I have not been able to set a mobile plan on my watch.
I have a monthly plan with iPhone 12 Pro Max and I own a watch series 6 (bought directly from Apple). I seeked assistance via webchat at first to set up my watch line. They advised it would take 4 hours, then to reset and re-pair watch and phone and that’s where all the trouble started.
After these 4 hours nothing happened, webchat told me to wait 24 hours and so I did.
I then called 150 and spoke to several people in Tech which did not know what to do, one of them suggested to restart the plan from scratch since a webchat operator could not just ‘drag n drop’ a plan on a non-EE watch directly.
They cancelled my watch line, everything deleted and they advised me on what to do and how to set up a mobile plan myself.
However on the mobile data page of my watch a weird message keeps appearing:
Your EE account is not eligible to enable mobile data on your Apple Watch. Contact EE at 150 for more information.
Several hours of phone conversation with the phone team, tech 1 and tech 2 have brought nowhere. Finally tech 2 told me that this was a ‘known issue’ and the deadline for this problem to be sorted would be 10 days (it might have come forward and tech 2 advised to keep trying pairing the watch if I wanted!)
I had to open a formal complaint etc, today I received an update from the complaint office since Tech 2 have disappeared and nobody phone called (I also have a separate issue with WiFi calls on other devices too that had to be escalated and has not been solved either) and the complaint office informed me that the timeframe has been extended and there is no set date when this problem will be resolved.
I am utterly disgusted by the level of inconsistency between officers working in the Tech department since everyone I have spoken to has told me different things furthermore I don’t know what to do and i am genuinely loosing the confidence that this problem will be solved.
I had a look at this forum and I saw many people have similar problems but nobody had them recently - I really need this matter sorted as quickly as possible or I won’t have any other choice than leaving EE for good…
Any advice anyone?
Yes. Spoke to 150, and also via Twitter. No real explanation or timescale given for resolution. Considering leaving and making case to break new Sim only contract as they are unable to fulfil my reasons for joining in the first place.
It seems the only answer. Although I now seem to have joined under false pretences, I am being held hostage by a fee of £452 to leave the contract-despite it being SIM only! Completely regretting joining EE.
