I have been with EE for exactly one day and I am already about to pull what little hair I have out. Here is my story.
Signed up for FF 900Mb broadband. All going smoothly so far and installation date is Friday 19th Jan. Openreach have confirmed this. Router has been sent out. Now comes the good part.
Whilst browing MyEE I noticed the offer of discounted sims from £10. Had a good look around and like the look of the Full Works £48 with £20 discount and 3 addons. Bargain I thought. So I picked TNT Sports, Netflix & Apple Music. Got through to the checkout and on the final part it was giving an error, it was late evening so went to bed thinking I will try again in the morning. Got a phone call from CS the next day saying did I want to complete the deal by phone, which I did. Went through it all, sim was sent out and I received it today. Popped it in the phone and went to choose my 3 extras. TNT Sport was missing. So after reading online the next option was to try via text. So I text PICK to 150 and it gives me 4 options, ROAM NETFLIX APPLE MUSIC SPORT. Text SPORT and it comes back with confirmation email so I text YES and the it gives me the cannot add this error. So I call 150, explain what is going on. After about 20 mins on hold she comes back and says it cannot be done, thats it. No solution offered. Not very happy with this outcome, we ended the call and I was going to think about what to do. Then I get a text message saying as I no longer have broadband I no longer get a discount nor my 3 free addons. Now I am in blind panic that my broadband has been cancelled. Back on the phone to 150, and the SIM plan has been changed, so I lost the discount & free addons. I explained again what the problem was, on hold for another 20 mins, and the guy comes back with I have manually added the discount back on, but you cannot have TNT Sports its not offered anymore. This is rubbish as it is advertised on the website, so I tell him its on the website, but he insists I cannot have it. Now I cannot access anything in either MyEE nor the EE App. I cannot add another sim (I was told I was pre authorised for 3 sims) and literally everything I click on the website to do with my account gives me an error. Apparently because the first CS agent changed the plan it cannot be changed again so I am stuck with an expensive plan that isnt what I signed up for. No extras can be chosen via the website or the app although the second CS agent insists I can have 3 extras but not TNT Sports.
TNT/Discovery+ was the main pull for this deal and if I cannot get it, even though the website says I can, I may as well get a cheaper sim deal elsewhere. Is the a direct number to call to cancel this 1 day old sim without jumping through hoops?
Thanks for reading.
