No one knows how to do the EID swap for me after replacement Apple Watch

[Hosegood]

Apple watch series 4 swapped by apple.  When pairing the new one (taking the usual steps of wifi off etc) got the error message up front saying that my account isn't eligible.  (its a pay monthly contract and worked until the swap out yesterday).

On calling yesterday they CS went through the diagnostic and shared that the system wasn't letting them add the new EID.  They spoke to Level 2 who refused to take the call instead demanding we wait 24 hours for it to be resolved after which time it would work.  

Today getting the 003 error code.  Called today and told that there is a bug for changing eSims.  

I feel really unhappy - like I am being fobbed off.  Different 'truths' from different people and no one who actually knows first hand what the problem is is willing to take the time to take the call.  Seriously considering a move away from EE unless someone can be straight with me and get this sorted.

[Leanne_T]

Morning @Hosegood

I am sorry to hear this has happened.

I have sent you a private message on here for some details.

Thanks.

Leanne.

[Hugo2727]

EE support unable to swap standalone plan from an previous apple watch (faulty) to a new one. called EE to cancel with the view to set up a new plan throught the set-up process of the new watch. Instead EE helpdesk made me sign up to a new 7£ standalone plan, asked my watch EID over the phone, was meant to send me instructions by email which i never received. new apple watch is now displaying an EE plan with « no connection » as status. It looks like EE is unable to solve the issue when standalone plan are for family member. Booked a call appointment. EE never called as planned. Connecting on the EE app I have now 2 standalone plan running! none assigned to any device,  on top of my monthly phone plan. it is an appalling client services. How can you force customer to sign up to a new standalone plan without ensuring it actually can work? will try to get hold of some customer helpline to at least cancel the useless running plans... (hopefully getting repaid as well)

[Katie_B]

Good Morning @Hugo2727. 

Thanks for coming to the community. 

I am sorry to hear that this has happened and you now have 2 plans running. 

Have you been able to get in touch with our customer service team?

Speak soon, 

Katie 🙂

[Hugo2727]

of course not. I booked an appointment and never been called back... so on top of taking money for non operating plans, ee is wasting my time because one has to make arrangement to be fully available when you have an appointment. EE customer service does not care, did not call did not message did not reconvene... and nowhere to complain of course, hence the message to ee community...

[Katie_B]

Hi @Hugo2727. 

Thanks for getting back to me. 

I have sent you a private message for more information. 

Katie.

[Ritu_D]

Hey, thank you for taking the time to chat with me today. 

Let me know how you get on when you try setting up the stand alone plan again. 

Thanks 🙂