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Bad experience

Shipman
Visitor

‎14-10-2025 09:54 PM

I’ve decided to move to EE. First I got email saying account was set up then nothing else. I called and it seems you can’t have an ESIM on a new account even though they offer the option.  Agent sorted it all out and sim came next day. I’m now left hanging waiting for the port to complete but it just seems stuck.  When I then log into the app it seems that I’ve randomly got two different accounts and due to be charged twice.  The website is hopeless and nobody to speak to after 9pm. How poor is this for a telecoms company?  Is this normal for EE. Should I just use the 14 day cooling off and put it down to experience or am I unlucky that everything they’ve down so far is crap? 

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2 REPLIES 2
JimM11
Community Hero
Community Hero

‎14-10-2025 10:27 PM

@Shipman Here is the link to the main contact us and you can go whichever way is best for you!

Contact Us | Help & Support | EE

 

0 Helpful
Rach_H
EE Community Support Team

‎15-10-2025 09:51 AM

Hi @Shipman,

Welcome to the Community!

We want to make sure getting your new account setup is as straightforward as possible, so I'm sorry to hear about the issues you've been having.

If you haven't already, please try making a phone call from your SIM, as this will ensure the number change process starts, and your number is moved over. I would recommend reaching out to our team, so they can check why you have 2 numbers showing on your account, as I would hate for you to be charged more than you should be. The team are available between 8am-9pm Monday to Friday, so you should be able to speak with them today.

Rach

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