Not receiving incoming call now for 4 days

[Tony252525]

Really poor customer service care from EE , only been with them 5 weeks after been with another provider for years,  though I would give EE a chance.

no incoming calls unless the caller is another EE  subscriber,  

called the tec team twice and after nearly 2 hours on the phone, no answers as to why . Asked EE to just send me a new sim with a different number because the reason they say I can’t receive incoming calls is when I transferred my Tesco number across!!!!! However it’s been working 5 weeks since transferring across.

then to be told if I cancel the sim then I will be liable for early termination charges , just for clarification EE , no I will not be liable due to EE not honouring the agreement to provide me with a service.

waiting for hospital appointment call due to having cancer a few years ago and waiting for emergency appointments.

tony .

[Christopher_G]

Hi @Tony252525 

Welcome to the community.

Our technical support team have a process to follow with problems like this. If they're not able to get to the bottom of the problem, it will be escalated to the next level to try and find out what's causing it, and hopefully find a solution. 

Please keep us posted here on what happens.

Chris

[Tony252525]

Hi Chris,

I believe it has been escalated to the next level this morning,

I am more anxious that I am awaiting important calls from York hospital and have no idea who I need to speak to at the hospital because I am under different departments.

i was more upset at the way I was threatened with early termination charges.

if EE can’t honour the agreement has promised and stated in the terms and conditions then customers should not be threatened with these charges.

i am sure there are hundreds maybe thousands affected with the technical issues not just myself.

for EE to say well  get a pay. As you sim until rectification of issues are resolved, apologies but that in my view is poor customer care.

tony

[Christopher_G]

I completely understand your concerns, @Tony252525. Do you have another contact number you can give the hospital whilst this is being investigated?

We have to allow the technical support team to follow the process to try to establish and fix the problem. If you have asked what would happen if you cancelled the contract whilst they're looking into fixing the problem, they would have to advise you that there would be a charge to do it. If they can't fix the problem, they will possibly look at other options for you.

Have they organised to call you back when they have an update?

Chris

[Tony252525]

Hi Chris,

yes I have a work mobile but unfortunately I do not know the departments I need to contact,

I have contacted the doctors to ask them to inform the hospital. Sadly they cannot guarantee the hospital will update ASAP .

i have been waiting for the appointments over 4 months and extremely anxious that I may miss the calls now . 

no EE have not mentioned a call . No point call my mobile as that doesn’t work.

tony

[Christopher_G]

OK thanks, @Tony252525. If you would like an update on what's happening, I'd recommend speaking to the technical support team again. If you would like to open a complaint, they'd be able to do that on your account too.

I hope it's sorted soon and that you don't miss any of those calls from the hospital.

Chris

[bristolian]

It's an unfortunate side-effect of the current industry-wide porting setup, that this scenario can sometimes occur. Call & SMS routing is all based on the original host network of a given number range, regardless of which network individual numbers may have subsequently been ported out to.

If you can receive calls from on-net users, this is very strong evidence that the original (O2-hosted) routing data is at least part of the cause of your issues. EE can, and from the sounds of your posts have, raised this with the donor network but ultimately, part of the fix could be in their remit.