Linking new EE Sim to App requiring visit to store with id

[MariaFD]

More EE hassle and incompetence. When I try to link my new Sim to the App, it tells me that I need to present ID in a store or call first. Having spent 12+ hours on calls to EE (typically on hold for 30mins)  since we moved from BT 3 weeks ago with TV and mobile issues, I decided it would be less painful to call into my local store! The staff I spoke to were somewhat confused and bemused... "another of these" ... "No, you have to call 150".  More time wasting lies ahead. We are planning to move our Sim contracts over to O2 (roaming included with all contracts) as soon as our first 30 days are up but I want to be able to view my bill. Presume I have to have access to App to do this? Nothing about my mobile contract when I log in to the website. 

[Peter_W]

Good afternoon @MariaFD, thanks for taking the time to let us know about your experience here. 

We'd really hate to see you switch networks, but I appreciate your experience since joining us hasn't been what we'd expect. 

If you were to switch, a final bill will be produced within 7 days of you cancelling, but this would usually be provided online. 

What's been happening when you were trying to link this, and how were things left with you when last speaking with our team?
Peter

[MariaFD]

Thanks, Peter. Since my unsuccessful visit to the EE store today, I haven't pursued linking my Sim to the App by calling 150. May try calling tomorrow though if I will be able to see my final bill online, maybe there is no point as we plan to leave. I'm afraid we've had a very bad experience with both mobiles and Broadband following our move from BT and have decided to move on with the mobiles.

We feel that we were very much mis-sold the new mobile contract by BT. They  assured us on three occasions that we would keep our free EU roaming (which is a prerequisite for us) for a £10/month contract. It wasn't included and there was nothing in the email contract that we got making this clear. We were fortunate to discover it on a short EU break very soon after switching - we could have been caught out on a 2-weeker in the future!  An extra £6/month each for 2 phones to get it is too much so too £2.47/day (nearly £70 on a 2 week holiday).  EE did try to help with a goodwill gesture for 12 months but there was hassle involved with more new SIM cards to do it - more chasing that came to nothing when they arrived. After 12 months we'd be back to square one and we'll get what we need from O2. 

[Lesley_W]

Appreciate your reply @MariaFD 

I'm sorry that our team couldn't find a resolution that worked for you and that you're set on leaving. Please let us know if there's anything else we can help with.

Lesley