For up-to-date information and comments, search the EE Community or start a new topic. |
31-05-2020 07:17 PM
Did your own order get sorted eventually?
I'm having essentially the same issue - I'm a new customer with EE, ordered a phone/pay monthly plan, and I've had no communication from EE or Enjoy barring the confirmation e-mail (SuperFast delivery with Enjoy, time slot of 2PM on Suday 31st March).
I did manage to speak to a rep using the chat system, but he ended up advising me to call on the same phone number which I had on my confirmation e-mail (ending 0156) - the Digital Sales team would apparently be unable to see my account details on their end (he seemed to be able to at least find a trace of it) as it is new, and has not been activated yet. The Phone team, apparently, can do so.
Unfortunately, after more than 70 calls between ~2:30 and now, I have had no luck even getting anything other than an automated 'we're busy' message (which hangs up afterwards, bit odd for a customer services-type phone line to not have a queuing system of some sort, though this may be due to coronavirus that this is not in place at the moment) or nothing at all for 35 seconds, after which it hangs up.
Any advice would be appreciated.
01-06-2020 08:32 AM
Hi @Bahamut1112,
Welcome to the EE Community. 🙂
I'm sorry to hear you have had issues getting in touch to discuss your order.
Have you been able to speak to someone yet?
Thanks
James
01-06-2020 10:04 AM
Unfortunately not - I will be trying again during my lunch break, as I am working today (keyworker, so not working from home at the moment)
01-06-2020 10:33 AM
01-06-2020 08:44 PM
Sorted, as far as I am aware. I'm going to give a basic (if perhaps a bit longwinded) explanation as to how my particular issue was resolved (I was going to explain the particular issue, but am not sure if, due to the fact that my issue revolves around a cap on what I can have as a monthly bill, I am allowed to go into any detail on that). I've also specifically mentioned EE Perks as an advisory.
I was given the number for the digital sales team by one of the web chat agents (same first seven digits, but ending 0531 instead of 0156 as was in my confirmation e-mail - if anybody has this issue with a delivery not arriving with no contact from EE, and cannot get through via 0156, I would suggest that you try 0531, which will allow you to actually reach the Sales team to enquire about the order, as I got through to someone near instantly this evening, after 83 attempts on Sunday and three today for 0156, all of which failed) and was able to resolve the issue.
In my case, due to the nature of my specific issue I had to pick out a cheaper phone/contract to actually proceed with the order (Credit score can limit the price of contracts you can get). The Sales team were able to talk me through options, and go through a somewhat truncated repeat of the order process over the phone (copying/transferring as much as possible from my original order, just reconfirming a few things), after which I received another e-mail confirming the order went through OK. Had to settle for DPD delivery rather than Superfast, so I have had to delay until Wednesday as I was already not going to be going into the office that day (technically working from home, though it is just professional development due to the nature of my job) - I can confirm that I received the phone on Wednesday, if necessary.
FYI, if you are eligible for EE Perks (Discount for eligible companies, including, as far as I am aware, a good proportion of the emergency services, which was how I now about it), you will likely need a new code to apply the discount if you have to pick a different phone as I did, as the code used in the original order will not be usable for the 'new' order. While this doesn't apply to everyone, I figured I would mention it as it may be useful knowledge.
Personally, I do wish that there was some warning flag raised, either during the ordering process or an automated e-mail stating that "there is an issue, please call the Sales team for more information" after the order has been placed, but at least it appears to have been resolved now.
The worst part of this process (and admittedly, I do recognise that COVID-19 is likely at least partially the cause, and that the situation will improve as lockdown eases) is that for new customers, it proves rather difficult to actually speak to someone from EE when there is an issue with the order. I could think of a few improvements that may help, as follows:
02-06-2020 07:48 AM
Good Morning @Bahamut1112.
Thanks for providing the details of how your issue was resolved.
I hope you love your new phone.
Take care,
Katie 🙂
03-06-2020 10:25 AM
I have exactly the same issue. I upgraded online on a business account, had an order confirmation but no details as to when / if a phone will be sent out.
There is no on-line way of pinging the service along. The tracking function is only for DPD after you have delivery details.
I also unlocked on existing handset on-line and have had no email conformation of that..
And yes I am checking my spam folder..
If I log on to my account its as if nothing has happened?
come on EE... You are better than this. Sort it out.
03-06-2020 10:33 AM
Good Morning @SteveIsAwesome.
Thanks for joining the EE Community.
When did you upgrade?
When did you process your unlock?
Katie 🙂
03-06-2020 10:37 AM
Hi Katie B,
Yesterday about this time for the unlock;
Yesterday at about 13:00 for the upgrade, ref: 200602-001139
I'd just like to know its in progress and be able to plan when I need to be available for the delivery.
Thanks.
03-06-2020 10:42 AM
Thanks for getting back to me @SteveIsAwesome.
Did you process these requests online or over the phone?
Katie 🙂