The Worst Onboarding Experience of my life

[RobTheDataHog]

I signed up to EE to get service for my Pixel Watch 4 because my previous operator does not support watches. And since I pay already for Google AI Pro 2TB, the deal with the Unlimted SIM with the free Google AI Pro 2TB is well worth it for me. I'm not going anywhere. I'm stuck with EE. But oh my good lord I have never struggle so much to pay money to a company and get a service.

First of all creating an account: I kept getting dumped back at the login screen. Maybe it's because I have an old account with EE that is long forgotten but still on the system.

So I made a new account with a new email address using the GMail trick of adding +ee to my email name. Which worked fine until I got to a screen that simultaneously said "we have created your account" and also "your email address is invalid".

So I made a new account with a new email address using the GMail trick of putting a dot somewhere in your email name. That worked.

I eventually managed to buy and pay for an eSIM.

So where is it? The order confirmation page has a QR code that doesn't work. Other than that, nowhere in the web site does it say that my account has any service. The EE app just says "We're having trouble linking your products". The web site offers to sell me new things but does not show me what I have already bought. I have an email saying I have a successful purchase, but no instructions for how to set up the eSIM.

I don't know what I am supposed to do now. Any ideas?

I tried to upload screenshots demonstrating this but even that would not work 😞

[RobTheDataHog]

attempt at screenshotstrying to create accountmade account then email address rejectedadd eSIM QR code scan not workingattempt to use EE app

[RobTheDataHog]

How am I supposed to know my eSIM's number? This is so frustrating. It's a catch 22 where I can't see my details until I've "linked" my product to my account (never heard anything like that before) and I can't link my product without knowing details about it.

 

[RobTheDataHog]

You're not the only one. I had a nightmare even getting to the point of setting up the account. I've set up the direct debit. And then nothing.

It's not just a lack of confirmation, when I log in to my account there is nothing, either.

[RobTheDataHog]

No you can't. It doesn't work. You need to know your SIM's number to "link" it to your account or some such nonsense. Something is seriously and fundamentally broken.

 

[Katie_B]

Hi @RobTheDataHog. 

A confirmation email is sent upon placing the order. 

This will provide the customer with their mobile number which can then be used to link. 

Katie

[RobTheDataHog]

Thanks, Katie. Then something is wrong because there is no confirmation email.

[RobTheDataHog]

The only email I have is this one.  Below this it says, "Once you've downloaded your eSIM, your current number will be transferred within 1 working day."

But I can't download the eSIM because I can't "link" it to my account without knowing its number, which is not in the email.

I just tried putting in my number (the one I am transferring in) and now I am not getting the email security pass code, which is odd because I've had dozens of those pass codes during my attempts to get anywhere...

[Katie_B]

Thanks so much for providing the screen shot of the email you have received @RobTheDataHog. 

If you are unable to locate the number please give us a call so our customer care team can look into this further. 

Katie

[RobTheDataHog]

Update: customer services were able to give me the phone number of the eSIM.

I'm still stuck because I'm waiting for the email confirmation code sent during the living process that does not seem to arrive.

I was offered a physical SIM but I don't want to try that yet (I don't want to wait for it)