EE Sim only order keeps failing

[Chapster60]

hi,All I can say is EE servers must be struggling. Or can someone tell me if they are always like this. Not a good start.

My wife and myself decided to upgrade our phones to the new iPhone.

i put my order in, worked fine. After three attempts for my  wife  and long wait times with support. We gave up.

i cancelled my order. We have now purchased  two from Apple Store.

So we thought, ok EE “are supposed to be 5G in our area” we shall just buy sim only sims.

let my wife go first, no problem. 
now I cannot buy the same sim…. Almost as though they restricting purchases to one person per household???

four times I have gone through the rigmarole, every time gets verifying bank bit, blank page. No error message, nothing.

A while later I then get “Hi from EE. Your order XKO### has been cancelled. If you want to place a new order, please visit ee.co.uk”

What a joke. Not saying any of the other “communication giants” are any better. 
and please no one say ring them….. I have had enough today. 

if someone could be honest and say “yes, there is a system problem” , it would bring back a bit of confidence in taking a 24 month sim contract. But not looking good is it.

[Northerner · Accepted solution]

Hi @Chapster60 

You'll need to speak to EE CS on 150 as there is no account access on these forums. 

There could be various reasons from too many tries to credit acceptability. CS will be able to assist.

Thanks 

[Chapster60]

Thanks for reply, yes I will phone them, maybe, if  I have a couple of hours spare lol and I know it can’t be solved here. I’m just venting my frustration. Hoping other people having the same problems might learn from our mistakes.

My wife's conversation  with cs didn’t bare any fruit. They said the credit checks where ok and couldn’t find the reason why her order was failing. That was one hour thursday night( without getting through), one hour yesterday and they phoned us this morning. Another hour. Without getting the order to go through.

Nothing wrong with credit, in fact they owe us £450. Because we put down £150 each towards the phones. Two failed attempts and my completed attempt. Cancelled now. Why they take money before the order is accepted within 2 minutes. Then take 5-7 days to reverse is another dodgy action.

We have also just paid off our previous phone loans early with virgin mobile(o2).and as far as I know have not missed an airtime or device payment in the last two years. I have an excellent credit score. Probably too much info lol but arrest the case of credit acceptability. Ma lord.

i still think there system is broken. I’ve never had this many problems in the past purchasing phones. Something gone wonky.

[Schockwave]

@Chapster60 , the money they take, should say pending on your bank account, which, once order has been cancelled will not be taken, so the money is safe in your bank.

The problem may be , because you placed an order then cancelled, so should eventually go through ok, hope that makes sense.

[chapster59]

Update, I have now got a SIM, YAY! I changed my bank account to my personal one instead of the joint account we both used orginally. So it seems @Northerner and @Schockwave where correct, too many attempts! Had to change my username from @Chapster60  to @chapster59 to get back in to here. Bit of confusion, on my part, with passwords and changing my email overwriting my orginal password.

Hi,@Schockwave the payments all went out of the bank. Had one back in this morning.

Anyway all good now, i hope the other networks can soon match the EE coverage in my area. It would have far easier to try another network. But that meant hours on phone cancelling my wife's SIM card. No one has the that time to spare nowadays, not that EE are the only ones that use this support philosophy. All big companies use the false economy excuse. By the time the customer gets through no wonder they are irate, i feel sorry for the call centre emplyees, but its by design.

[Northerner]

Hi @chapster59 

Nice to see you are all sorted 👍🏻

Thanks