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))

[Leanne_T]

Morning @trial812 

Thanks for coming back to the community. 

I am very sorry to hear this has happened when placing the order.

To get the delivery address checked and any changes that are needed for DPD, please give us another call on 150, and the team will get this looked into for you. 

Let me know how you get on. 

Thanks 🙂

Leanne. 

[trial812]

Thanks for the reply. Didn’t realise there would be EE folks here too 👍. That’s cool. Similar to Virgin and Vodafone I’ve noticed. Good plan. 
I’ve had an update from DPD and it’s definitely on the way to the wrong address. Interestingly they also say that even EE can’t change the delivery address. 

All boils down to one person not doing what they promise and the cascade effect is delays, missing watch, forum posts, phone calls to try and resolve. It ‘feels’ like in my case the desire to complete a sale was more important than the customer.  But that can never be proved. The outcome is the same though. Hassle. 

I’ll try customer services again when I have a break. Really appreciate you replying. 

[Leanne_T]

No problem @trial812 

I am sorry to hear the address is incorrect, our mobile guides on 150 will go through your options and let you know what can be done. 

If the team are unable to make any changes and DPD are unable to deliver your order at the address they have, DPD would return the device back to EE and you could set up a new order to the correct address. 

Thanks. 

Leanne. 

[trial812]

——

To get the delivery address checked and any changes that are needed for DPD, please give us another call on 150, and the team will get this looked into for you. 

Let me know how you get on. 
——

As you were kind enough to comment the other day .. just a wee update  … I’ve an ongoing chat with customer services .. so far it’s been 8.5 hours today (includes a 3hour break in the middle). 
I have so far found out that EE chose not to send the device to my delivery address, and chose not to tell me. ‘New customer’ being the reason. (That’s two individuals at separate times as well, which is a bit sad)

Which means DPD follow their own processes now and will keep trying to deliver, rather pointlessly, to another address. 

Have asked Customer Services (CS) to give me a call once they have a solution, and that way we can hopefully either just cancel the whole thing, or ideally find a different solution. 
I’ve now spent so many hours trying to resolve this I’ve lost the will a bit, but hey ho. 
I hope that  CS will call me today 🤞 

Bizarrely I’ve been sent a bill for my new EE mobile phone contract and EE Apple Watch contract in the meantime, which is actually quite funny. 

My impression is that the company is probably so focussed on Sales, that other aspects are being forgotten. But let’s see what CS do next. 

[trial812]

@Leanne_T 
Received an update from EE

The representative suggested I wait a month and change my address. 
So I’ve kicked off the refund and return process. 
it took 7.5 hours elapsed today (but can take 3hrs off that as I had to travel) to get to that information. 
It appears the Sales teams are not provided with the information they need at sale time, which is a shame.  As it’s been a few days of my life I’ll not get back 🤣🤣

Also a shame as EE happen to have a handy mast nearby for me due to the emergency service work they have. But hey ho. 

Vodafone it is. 

[Leanne_T]

Morning @trial812 

Thanks for coming back to me with an update. 

I am very sorry to hear you are leaving and have started the return. 

All the best. 

Leanne.

[trial812]

Folks 

New to EE (switched last night)
Port complete of old number, so I’m all good on the phone side
Apple Watch has arrived, along with it’s own SIM - which was bought on a ‘Paired’ plan, which means (I think) that my Watch will use my phone plan unless the phone isn’t present. I also assume it will use the same phone number as the phone.

So - to set this up ..
EE app tells me that Watch SIM is a different number (presumably because the SIM starts life with a number until it is changed by a later process)

The Watch app on the phone is asking me if I want to set up mobile data, but not clear what will happen when I do that and I don’t want to break anything.

What process is it that ensures that the SIM that came with the Watch changes its number to my iphone number?
And how do i make sure the Watch uses the phone ‘plan’ when it’s nearby?
And lastly, assuming I’m right about the phone number - I assume I can receive calls on that watch without the phone being nearby, but on the same number as the phone, once all this is done.

These are going to seem dumb questions as there’s an option on the phone to ‘set up mobile’, but I’ve read too many difficult notes on these forums in the last 24 hours where people have problems with EE and SIM cards (me included).

I have checked the documentation that came with the Watch - no information there, and the order email pointed me to a guide which suggests I should see “set up mobile service” in the watch app settings, but I only have the option to “add a new plan” and another line thats says I have a ‘not in use’ service called EE.

Really could have use a one page - this is how to follow through your Apple Watch Ultra 2 set up as a link with the order form.

And that’s probably all too long above … so if anyone has any suggestions on what to do to get this Watch set up with the same number as my phone that would be great

[trial812]

Also worth noting that if i do choose ‘Set up Mobile Data’ under the ‘add a new plan’ option I’m offered a £7/month unlimited data plan on the watch,which is incredibly weird as I’m already paying for a plan, albeit I seem to be paying £8/m for4Gb on thr Paired plan.

So obvs I don’t want to set up a second contract.   All very confusing.    

[trial812]

Well, as soon as the return process was kicked off, and a complaint raised, this was resolved in the end @Leanne_T .  Thanks for taking the time to reply

So for anyone else reading this - when things arfen’t going to plan - it appears a ‘case’ needs to be raised so that the issue is given focus, and then stuff happens. (In my case a second device was sent out in parallel while the first was recalled).
It got worse a day later with Port’ing the old number across, but that’s another story for another thread maybe.  It’s fixed now after a 10.5hour (not a typo) chat session

I have a working phone, on the correct number. Now for setting up the Watch Ultra 2 …..