In anticipation of my iPhone purchase on October 25th, I requested a replacement eSim online. Received a confirmation. It said 2-3 working days.
When I got in touch with Customer Care later that week, I learned that it normally takes at least 5 working days.
By Monday 26th nothing had arrived.
So, like last year, I went to an EE shop to get this sorted. 2019 it was Cobham. Perfect service. This year, I was in Guildford.
I was told in the shop that they couldn't do it and that if I would call 150 first they could sort it out for me online and fix it straight away.
So I did. Called 150, from the comfort of the outside rain.
Only to learn that only in a shop they can do it straight away and all Customer Care could do for me was sending out a new replacement QR code which... ”will take at least again 5 working days like the last one you didn't receive...
Please go back to the shop and let them call us”
I went back. First a discussion about whether they had to do it or not, but after I told them to call EE as per EE’s instructions, suddenly the cards changes. The person started the procedure. It took a while and a lot of sighs.
Long story short:
Is there room for improvement?
Why can't I pick up my new QR code through my EE or email like with my other provider (T-Mobile Netherlands)?
Just as example: I walk in a shop, renew my contract but am on eSim.
What happens then?
Or what if I renew online? I've received numerous texts from EE that I was eligible for an upgrade but apparently their system isn't prepared for more than moving phones.
As soon as it is eSim related, it all gets stuck.
