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I DID WITHOUT DATA GIFTING FOR 6 MONTHS AND NOW I AM BACK IN SAME SITUATION

pammy76
Investigator
Investigator

‎13-11-2024 09:59 PM

I am one of the customers that for over 6 months was locked out of my EE account and unable to gift and transfer data to my children. I was assured at the time this would never happen again once it was fixed. Well, for the last 2-3 months I am back in the same cycle again, with no resolve. Can't gift data again, my children are once again without data when they need it most in difficult situations and I have to spend over half an hour to an hour trying to get through just to get them to move the data manually. I am just out of hospital with 2 kids and self-employed, so over 2 months that is losing me at least £30-£40 in unearned income just by having to call in. Why do EE keep changing the app if it doesn't work? I have screenshots and evidence of my account not being able to manually transfer the data. In addition to this we only ever have a maximum of 1 bar at home now, years ago we always had good coverage with EE, been with them since pre year 2000 and it is feeling more and more like I might have to make a move away and I don't want to have to do this.

0 Helpful
5 REPLIES 5
Rach_H
EE Community Support Team

‎14-11-2024 10:05 AM

Hi @pammy76 

Welcome to the Community!

We know how much our customers rely on our data gifting servic, so i can understand your frustration. What have our team advised when you've spoken with them about the trouble you're having?

Rach

0 Helpful
pammy76
Investigator
Investigator
In response to Rach_H

‎14-11-2024 11:11 AM

Thank you Rach,

They have simply advised that it will be 'sorted soon' but I spent over 6 months without access already and this has been an issue again for 3 months. 

I get the message 'We will have it fixed soon' everyday and it is NEVER fixed. I am having to call them again today, and I don't have the time or money to waste (I am self-employed and this is taking time away from my working day every month) to get data transferred. And no compensation offered either.

0 Helpful
Rach_H
EE Community Support Team
In response to pammy76

‎14-11-2024 12:14 PM

I am sorry to hear that you've been left feeling this way @pammy76.

Have you raised a complaint when you've been speaking with the team about this?

Rach

0 Helpful
pammy76
Investigator
Investigator
In response to Rach_H

‎15-11-2024 11:58 AM

Thanks Rach,

I managed to speak to a very nice advisor yesterday, but unfortunately she could not  help and advised that they DO NOT currently  have a solution to the problem and raised it within the EE portal that I am one of the customers again to be experiencing issues. It is unfortunate that if EE don't try and resolve this quickly (3 months passed already) - it is going to lose them customers if they don't give this immediate attention across the board.

0 Helpful
Peter_W
EE Community Support Team
In response to pammy76

‎15-11-2024 12:08 PM

Thanks for the update here @pammy76.

I'm glad to hear that they managed to at least get this logged for you. 

The more examples we have will aid our support teams in investigating and resolving this, so I'll keep everything crossed that things are back to how they should be soon. 

We'll usually be able to support you in getting the gifting completed from our end in the interim too.

Peter