EE sending Apple Watch to wrong address - anyone had any luck getting EE to fix

[trial812]

Hey folks. Completed my switch to EE today,  with my SIM to be sent to a different delivery address to my ‘billing/account address’ successfully. All good and completed online. 

I was then in a chat later with EE about a watch - so at the start I asked the person to make sure this would go to the different delivery address too .. as per the order I’d just completed for the SIM  (also re-stating NOT the billing address) if I went ahead with the order. 

I was reassured that we’d confirm addresses later. 

A wee while later the person gets me to pay the upfront charge for it and then says - ‘that’s all done’. 

I ask to confirm the delivery address.  He couldn’t tell me where it was being delivered and refused to do anything further to find out (seems weird that a sale can be processed without knowing the delivery address). 

At that point I get worried and he suggests I speak to customer services. After a bit of pushing he says they’ll call me inside 30 mins. 

no phone call 

I call CS later on and am told that the order has been put through with delivery to my billing address. 

So I ask for that to be changed to the delivery address on my SIM order, which he says he has done. 

but DPD have confirmed it’s still going to my billing address. 

i think im as much irked by the fact that two separate people said they’d sort out the address and didn’t, as much as anything.  
but in the meantime - does anyone know how this change of address thing works with DPD? 
Any chance it has been changed but just isn’t showing on DPD?

Not my best start to a new life with EE (making the switch due to a very specific mast/area location which is better for remote connections, but I could live without it (have for ten years … if I have to revert back to Vodafone))

[James_B]

Thanks for the update, @trial812 

I'm sorry it took longer than it should have to get a resolution.

James

[trial812]

Thanks @James_B 

Have focus groups with customers been used to help improve specific areas, such as onboarding?
More than happy to contribute should that ever be something that happens.   There are quite a few ‘gaps’ in the customer experience that could be filled, in the spirit of helping future customers.  

[Schockwave]

@trial812 , the watch has its own number for billing purposes.

You need the data plan so that you can use your watch without having the phone with you, it does not use the plan from the phone, they each have a plan.

Did you get the watch from EE or somewhere else? If from EE, they only sell them with cellular, if you bought it elsewhere and are not going to use the cellular and always have the phone nearby, then you can just connect using bluetooth.

[trial812]

Hey @Schockwave 

- EE SIM only contract taken out at the weekend for the phone. 
- EE paired plan taken out for the Watch the next day. 

All done via EE officially and seemed all nice and lined up. 

When I took out the Watch plan - the plan is described (from the EE website) below

—————-

4GB data

£30 upfront

£38 monthly increases 31 March

Personal Paired plan

• Share minutes and text allowance from your current plan
• Receive/send calls and texts just like your phone
• Uses same phone number as your Phone

[James_B]

No problem, @trial812 

Thanks for offering your support. It sounds like complaint case was raised by the team helping get the issues you mentioned fixed.

As well as resolving the issue, our complaints team would highlight any system or process issues that may have contributed to the problem with the relevant teams.

James

[trial812]

So I have since received the SIM for my iPhone. 
My existing number has been successfully ported to my phone, so my iPhone is now fully EE, on its new contract, and working fine as of this afternoon (ok it took all sort so hassle to get that fixed yesterday and today but it did happen eventually). 

Then the Watch arrived today. Wrong band, I really need to report that, included a physical SIM which threw me completely off track, and no set up process. 

Couldn’t  find anything in the help guides re what to do with the SIM so I chose to get the watch paired to the phone like normal and to the bypass ‘set up mobile’ screen by pressing ‘not now’ so I could at least get one thing done, get software updates and so on. 

So, updated to WatchOs 10.5 and paired to the iPhone 
1. went back in to the Watch app in the phone to do the mobile access tbing as I’d now seen enough to be sure the SIM was a red herring (all my watches in the past were old, non cellular ones so this bit is new)

2. I get the option to ‘set up a new plan’ when I’m in there and that asks me to authenticate with EE and then eventually offers me a second £7/m cellular data plan. I close that down as I’ve already got a plan. 

And that’s when I give up and call 150. Someone there did try and help, though initially was suggesting I needed the SIM. Once we’d got over that bit, EE came to conclusion that the SIM needed reset/repaired - I didn’t quite catch the terminology. 

4. I’ve since gone back in to the Watch app in the phone and it has let me ‘activate’ a watch plan. I’ve copied what the Watch app now looks like . 

5. and then I switched everything off and in again

6. switched phone in to flight mode and got someone to call me. Straight to voicemail, the watch isn’t picking up calls

7. tried to make an out bound call from the watch ‘call failed’

Ho hum

[trial812]

One wee oddity. 
When I look at Mobile service and tap the wee ‘i’ button next to the EE plan it gives me the attached message (and has done for the last 10 hours approximately). 
The message doesn’t make sense as there’s nothing in mobile service to say whether something is activated or not. 

 

 

[Schockwave]

@trial812 , if you put the phone into flight mode, then the watch will also be in flight mode, as it will do the same as your phone, but when you switch your phone off, then you should still get calls and text, etc, on your watch, as it will work the same if you go out without your phone.

You can check when putting phone in flight mode, check your watch, you will see that it also has flight mode.

You can download the instructions how it all works in books or take a look at the Apple website for more information.

[trial812]

—-
you put the phone into flight mode, then the watch will also be in flight mode
—-
@Schockwave i know you meant this well, so thanks. 
You may be unaware, this is incorrect. It is possible to mirror the phone to the watch, but in all the years I’ve owned Apple Watches I’ve never enabled that. 
I’ve been reading Apple manuals for a fair length of time as I love tech. Of course there’s always new stuff and I’ve probably forgotten more than I remember 🤣

Thanks though. 

re your suggestion below - pretty good with how mirroring options work for flight mode. Cheers again though. 

—-
You can download the instructions how it all works in books or take a look at the Apple website for more information.

—-

[trial812]

Update. 
EE work to reset the eSIM, alongside a bit of Bluetooth digging, has been successful. 
There was an issue at EE with there being an incorrect ‘number’ attached to the eSIM (I’m not party to the precise details of what was done but the person I spoke to said they’d done something different this time). Then the extra bit. Disabling Bluetooth fully in settings to ensure the watch cannot see the phone at all. 
and problem now solved. 
Happy days. Both contracts now active and both devices now working fine. Data download speeds are fine on 4G, and I don’t need to carry my iPhone anymore unless I want to.