How an earth do you actually talk to somebody.

Hootie99
Valued Contributor
Valued Contributor

Ordered an additional sim plan yesterday online and seemed straight forward. Received an order confirmation but says they need to confirm a couple of things. Spent two days trying to get through and at the point of cancelling everything. For a communication company it’s shocking. Why can they just not ask me thise questions within the app that need claryfying. I am an existing customer, they take money from my account every month???

15 REPLIES 15
Chris_B
EE Community Star
EE Community Star

@Hootie99  Because they need to confirm it’s actually you doing the ordering.   This protects you as I’m sure you don’t want someone trying to take out an additional line on your account. 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
Hootie99
Valued Contributor
Valued Contributor

I am an existing customer. I ordered yesterday an additional sim plan via the app , all rounder fixed data 30gb 24 months with one included extra..selected tnt. Was £33 now £14.00. Received order confirmation but asked me to cofirm a couple of details. Having wasted best part of day they tell me it is £19. 80. Could anyone do me a favour and see if they can select/see that on the app or if it is just me?! At the point of going off to trading standards.

Still available on my app!

 

Peter_W
EE Community Support Team

Hi there @Hootie99

Thanks for reaching out to us about this!

Sometimes when your place an order through our website, our dedicated digital sales team may just need to check over a few details of the order so we can be sure that everything is correct. 

As @Chris_B mentioned, this is sometimes for security, or is often for things such as an address mismatch or stock update.

Please do keep trying though, and I'm confident they'll be able to help you get this sorted.

Peter

Hootie99
Valued Contributor
Valued Contributor

I have spent 1.5 hrs on the phone line, and the same time messaging. I finally get through at the same time on both! 
didn’t appear to want to know anything other than to try to sell me broadband etc but at the same time slipped into the conversation that the price was £19.80 not £14.00 as on the app? I really don’t get it. I have a confirmation of the order and the price and discounts applied at £14.00 a month. I have deleted the app reinstalled it and still the offer is available at £14.00? Am i doing something wrong? Any chance if you could see it? It is an additional sim plan to an existing customer 24 month fixed data at 30gb all rounder with one added extra as tnt sports. At the point of going elsewhere and talking to trading standards. Had a confirmation of my order by email but not honouring it even though appears to be still available online.

Peter_W
EE Community Support Team

I'm afraid we don't have account access via this public forum to check this out at our end @Hootie99.

I definitely want to make sure we point you in the right direction for getting this sorted though.

How were things left with you at the end of the call, and was the deal you were looking at here an upgrade, a brand new contract, or an additional line on an existing account?

Peter

Hootie99
Valued Contributor
Valued Contributor

An additional 24 month sim plan on the back of an existing contract. The original contract was opened probably a year ago for my son on going to university and i was going to transfer my phone over from another provider on sim only plan. As far as how it was left, he said he could only do what he could do and was completely indifferent to the fact that the offers advertised on the app etc didn't appear to actually be real, even though i had an email confirming the order. I asked him to talk to his manager but didn't seem to have any response to the fact i had a confirmed order price and email and that he was now changing the price? I am presuming the contract will just not be actioned.

Peter_W
EE Community Support Team

Thanks @Hootie99

If you're going for an additional SIM alongside your existing contract, this should receive a 30% discount on the normal price.

What plan was it you were looking to go for?

Peter

Hootie99
Valued Contributor
Valued Contributor

24 month plan fixed data at 30gb all rounder plan with 1 inclusive extra..tnt sport. Advertised as Was £33 now £14.

Hootie99
Valued Contributor
Valued Contributor

in the breakdown of costs it lists a monthly discount of £9.00, a monthly discount of £4.00 and then a 30% additional line discount of £6.00 = £14.00