I'm moving across because I want to try out 5G and bought myself a Samsung A52 5G.
I requested my PAC and had requested the SIM (pre-provisioned with the £10 Pack a couple of weeks ago.
Popped the SIM in, booted the phone which logged on.
Went to my PC and topped up from the site using the top up option and then proceeded to register for My EE.
While there I put through the request to port in and had this cofirmed via e--mail.
I then proceeded to attempt to set up the direct card payment so my pack automatically renews, using the same card I had just topped up with which is a MasterCard debit card.
Get a text saying it's unsuccessful.
Checked the card details and even just put my initals in the first name as that's how it's shown on the card, again failed.
Try to send a text and then make a call and I notice it's taking money from the balance.
I take my card off and try a MasterCard credit card, again same message.
Ring 150 amd speak to a guy who at no point asks me my name or for any personal information at all.
He says he can see the problem, puts me on hold and meanwhile I get a couple of texts ping in that payment was not successful.
He comes back and says he's fixed it and adjusted the balance to refund what I was incorrectly charged, "just send a text and your pack will start'
I also ask him if he can see my port in request, I explain that it had been confirmed via e-mail.
"no, it doesn't look to have gone through"
I give him the number and PAC again and confirm that it should go through on Tuesday as is my understanding (not the first time I have transferred my number)
He confirms this, I thank him for his help and hang up.
I carry on browsing on the phone and notice when I refresh my EE it's still taking credit.
Now I work within IT so I know systems can take a while to update so was quite happy to leave until tomorrow to allow for overnight updates.
As I'm thinking this I get a text telling me you cannot continue with the port in as the account isn't registered and to call 150 to do this.
Before I do this I look round my EE and find an address option which takes me to your coverage checker, WHY?
I call 150 again and explain to another member of your team who looks and explains that the packs can take a time to activate on new SIMs.
I say I'm aware that systems can take a while and was happy to have left it overnight had I not received the message about the port in.
He looks further at the account and asks me to send a text, he sees that the system had taken this from credit and does a bit more tinkering and takes me through account registration to be sure.
Asked him to also check on the port in and he said that looks to have been done correctly and should be in on Tuesday.
The second chap's name was Callum and he definitely deserves a pat on the back for the service he offered, no idea what the first guy's name was.
