Billing, sim card, and my account.

[alan2012c]

Hi,

I have just transferred  to EE from another supplier, and my broadband and home phone are working fine.  I only had broadband and home phone (landline) with previous supplier.

I have received a EE sim card which I do not need, I was told this was necessary to have home phone. 

I dont know what to do. I have just rung  07953 966 150 the number on the  bill  for problems, but that does not recognize my  response of 1 or even 2. 

1.  As soon as sim card arrived, I emailed EE to cancel the  sim card ONLY.  Very briefly,  after many phone calls, I have not had a positive response to my request to cancel sim card ONLY. At one point I was promised refund in 2-3 days time. As of 13th Nov, I have not received a refund for sim  payment of £10.  How do I get a prompt 2-3 day refund?

2. The billing on my account shows another future Direct Debit due for sim card.  Who would remove the charge  for the sim quickly? Obviously I need a Direct Debit for my  EE  broadband and EE  home phone. 

3. My account shows details of the sim card. Should My account  show details of my Broadband  and Home Phone? 

All I need is unlimited broadband and unlimited (UK phone and UK mobile) home phone. These are working fine. I am happy with these and EE. The transfer to EE went well.

Can anyone suggest who would be able to help, quickly and easily.

[Peter_W]

Hello @alan2012c. 

Thanks so much for coming here.

Unfortunately, we have no account access here on the EE Community.

If you need to cancel the SIM on your account this would need to be done by our disconnections team. 

As you have not yet received your refund in the timeframe provided, I'd recommend giving us a call. 

Usually, a refund can take up to 14 days, however, the team may have been able to escalate this. 

Peter

[alan2012c]

Hi Peter_W,

The sim refund has been done and that is ok.

My broadband and Home Phone are working fine. 

I still cannot see in myee my plans , orders etc, after many phone calls. The mobile phone side is now showing refund and account closed (I assume different acct no to broadband,). I did speak to someone before this was done and they said  only mobile phone side would be affected.

But broadband side of house still not functional on my ee. I get service not available (broadband), or some other message, Possibly either bill info web page is not present, or bill info is not in expected place.  Another possibility is that as the mobile phone side has account closed , the program is not going to look at broadband.  I did some programming years ago.  Or could it be as  there are logons for ******** and ******* program takes wrong account.  I did see that my contract details have gone to *******, and not *************.

That could be the reason - no valid contract record on 12.

My concern is that I still cant see what is happening.  And I cant see bill until direct debit is taken in my bank account. I had text message saying "my bill was viewable" , well I looked and isn't.

I wonder if I ordered broadband 67  and home phone keeping old number with unlimited uk phones and  unlimited uk mobiles, again it would suddenly kick into life. Or would I get twice the bill?

In would appreciate any help , and someone from EE who would RING me to sort this out.  

Any thoughts,

Alan

[mod edit: removed personal details from the community]

[Leanne_T]

Morning @alan2012c 

Thanks for coming back to us and providing these details.

I appreciate how important being able to view the bills is and to get the EE account looked into and make sure this is set up with the correct details for you to access the broadband account, please get back in touch with our technical support team. The team will let you know the best course of action to get this resolved and if a new contract would be possible and not bill you twice. 

Ways to contact us can be found on the Contact Us page. 

Thanks. 

Leanne.