New phone but no account - any ideas?

[Simmy04]

Ordered new Pixel Pro Fold 9 on 25th August along with giving PAC code to transfer number. 

Finally received phone yesterday but no return kit for old device as had taken advantage of the google pre offer to reduce tariff by £26 per month. Took 3 attempts and 2 hours to get through yesterday and was told no discount offer had been applied but they would send return kit and escalate to complaints (should be fairly easy as order call hopefully was recorded). 

then popped SIM in - not activated another series of calls over 2 hours to tech support who tell me today I only have a tentative  status on my account and that the SIM I received had been cancelled but as I am not verified they can’t help.

The only way of verifying is a 3hr trip from mid Cornwall which even if I was willing to waste even more of my time I can’t do for 2 weeks as working full time and  PAC will run out in 2 days

Anyone else have anything similar?

[Leanne_T]

Hi @Simmy04 

Thanks for coming to the community, I am sorry the SIM card is not working for you. 

Did the team suggest sending a replacement SIM in the post if you're unable to visit an EE Store? 

Do you have any signal showing on the SIM? 

Speak soon 🙂

Leanne.

[Simmy04]

The team said they couldn't do this or anything else as my account was "tentative"  which is odd as went through checks when ordered and got my Pixel Pro Fold 9

Asked to speak to manager or complaints but told they couldn't do this either because of above

[Leanne_T]

I am sorry this has happened @Simmy04 

I would suggest giving us another call to see if the team can suggest anything else to get this sorted. If you would like to open a complaint you can do this on the Make a Complaint online form. 

Leanne.