Update and payment and activation

[Milecki]

Yesterday I received a new phone (Fold8) with a new SIM card, which I immediately inserted. I registered it to my account and waited, waited, waited. I reset the phone every now and then, but nothing. Only my old S23 Ultra still works. I don't know what else to do to get it working. Secondly, this morning I logged into my account to check if there was anything wrong. What I saw: I need to pay my bill. I've been an EE customer for eight years. They're taking the money via direct debit. What's going on? It should have been taken this morning, but automatically. I paid by card because I want peace of mind. I hope I won't be charged twice. The activation is more important. Do you have any ideas?

[Linzi_H]

Hi @Milecki 

Thanks for explaining what's happened. If a new number has appeared on your account, it sounds like you've ordered an additional line rather than an upgrade. Have you tested both SIM cards in both devices, and do neither work at all?

If you have another line you can contact us from, that's what I'd advise doing so the team over the phone can help put things right. There'd be no need to go into a store to get this resolved. 

Linzi 

[Milecki]

Thank you for your reply, Linzi.

I have no way to contact you because both phones only have emergency calls. I'm a wheelchair user, so I can't get to the salon, and when I dial 150, I get silence. Probably due to a lack of reception. In short, I have no idea what to do, and on top of that, this is my only phone number for the hospital where I'm waiting for a heart transplant (Newcastle). I'm so disappointed that I can't think straight. Why isn't there some kind of chat where I can talk to someone?

[Milecki]

P.S. I didn't order a new service. I was just upgrading.

[Milecki]

Ps. 2 I also couldn't order a new line because the new number replaced my old one. No other number was added. My old number simply disappeared and the new one replaced it on my account.

[Linzi_H]

Have you tried the messaging service within the EE app to speak with our team @Milecki?

Linzi

[Milecki]

Upgrade.

A few minutes ago, the new phone logged into the network. I'm very happy.

However, in addition to my services, there's a new number on my account. When I check it, I get the message: "Your information is temporarily unavailable. Try again later". This is the number I never had and never ordered. 

[Milecki]

One of the problems might be the very weak network signal in my home. I live in a large city center (Darlington), and I have to place my phone near a window to get at least one level reception. I've come to terms with this because I've been with EE for many years. Thank you all for your help.

[Milecki]

Thank you very very much Linzi for your help.

[Linzi_H]

Have you managed to connect to the messaging service in the EE app and speak to our team so they can review what's happening @Milecki?

Linzi 

[Milecki]

Thanks to Linzi for the help. After one of the resets, I connected to the network, and it’s been working ever since. There is an extra number on my account that I didn’t order, but I’ll sort that out later without any rush. The important thing is that my old number works. Thanks again. Now that I can make calls, I’ll get everything else finalized.