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]

Ok, a code came and I entered it. Now I have this:

"Some of your details don’t match those on the eSIM billing account."

 

[Dts0802]

Sounds like you’ve done the exact same as I have, rang customer services got the number tried to link it on the app but getting the same message about details not matching. 

im currently waiting for EE to post stuff out to download the ESIM, im out of the country at the moment so hoping its arrived while I’ve been away, im back tomorrow so fingers crossed its there.

On the whole pretty disappointing service from EE they advertise you can download the eSIM straight away and you  can’t

[RobTheDataHog]

Ok customer service say they have linked my eSIM to my account for me, but I'm not seeing anything in the EE app yet. Apparently it might take up to 24 hours.

Let's see...

Would be interesting to hear updates from others.

[RobTheDataHog]

It seems like the eSIM was linked to my account earlier this afternoon. By 5pm I had downloaded it to my phone. Now let's see if I can get my watch working...

[RobTheDataHog]

Ok, credit where it's due, that part was pretty straightforward. It said it might take 4 hours or more but it took about 10 minutes.

I think in summary:

1. There are bugs in account sign up. The worst is the one that accepts an email with a plus sign on account creation but rejects it on purchase.

2. There are bugs with sending out eSIM details. I think if you specify a PAC it's sending you the number you're transferring instead of the temporary number of the new eSIM.

3. There are bugs with linking the eSIM to your account. It just fails and customer service have to do it for you. To be honest it's kind of ridiculous that this is even a thing: I was logged in when I purchased the eSIM, "linking" should be an automatic process invisible to the customer.

Hopefully that is the end of it and it will just work. I think EE's actual telecoms infrastructure is very good. It's their IT systems that are flaky. Also the deal I have is pretty good; if it was not I would not have persevered for so long.

[RobTheDataHog]

EE IT systems are still proving to cause maximum problems at every possible opportunity.

My PAC transfer seems to have just not happened.

I found the form, but the "confirm" button doesn't work. So I made the mistake of pressing back on the browser in hope of retrying and now this.

 

[chistery]

The PAC process will be started soon after you have successfully connected to EE with your temporary number. So in a few working days, your number should transfer.