EE has been just pathetic.

[Rattlerat]

I ported my Sim from Vodafone to EE and was send out a new sim. Their first screwup was with the delivery being made to the opposite block of appartments. Fortunately, the guy they delivered it to is a work colleague in my own team and was able to hand me the sim the next day.

I put the sim in the phone and it doesn't work so I go the store after 24hrs and they try to sort it out. The guy checks the database and says the phone number they send me belongs to a completely different person and that my vodafone sim has never been ported. Which is true, since I still have the Vodafone sim running in the background. He tries to do something extremely hopeful and says if it works the sim should start the next day, because the store couldn't just give me a new sim in my case (Which is fine, I mean no offence to him since he atleast tried to help and connected with the customer service himself). I waited there for around 30 minutes after work for this.

Next day, the sim still isn't working. I went to the store again to tell them this and the lady says this, please mark the exact words, 'the store cannot do anything about this. You'll have to call customer service youselves'. This is not the response they should be having when a customer visits their store. I didn't say anything on the day, because I didn't mean to disrespect someone right then and there.

Next day, I give a call to customer service phone number that was sent to me with the sim, and they say this is the wrong service and can't help me. I would have to call another number. If it was wrong, why would you send it to me in the first place? I didn't get the number on my own, its on the bill they sent with clear words, in case you want to cancel the order in the next 14 days, call this number from another mobile. He gives me another number though, and I hopefully give them a call and the response? 'We cannot do anuthing about it now cause our systems aren't working at the moment and we do not know when they'll restart'. 

[Peter_W]

Good afternoon @Rattlerat.

Welcome to the EE Community, and I'm disappointed to hear the start of your experience with us hasn't gone the way we would expect. 

We don't have access to customer accounts via this public forum, but I really want to make sure we help signpost you to the best support possible with this. 

Which numbers have you been calling here?

Also don't share any personal details, but when speaking with us has anyone confirmed they have successfully located your account?

Peter

[Rattlerat]

+447953966150 and 08009566000.

The guy in the store on the first day was able to locate the account and confirm that the Vodafone number should've been ported. But when he checked the number they've sent me out, they find out it belongs to someone else. 

[Chris_B]

@Rattlerat  while I do understand what you’re saying I also feel the need to point out to you that EE don’t own the Royal mail or DPD  who ever delivered this sim to you.  So EE isn’t really accountable for that mixup.   
 
 And whoever you spoke with at the store that chap did seem to try and help you but all he was doing was chatting with customer services and then the lady you spoke with the next day actually did tell you the truth. They are not there to deal with customer issues such as this they are there to sell.  

I do however hope you get this resolved. 

[Rattlerat]

The guy that I connected with on the Customer services team was actaully shocked that the store didn't just give me a new sim. 

[Peter_W]

@Rattlerat Thanks for confirming that, our stores are able to do SIM replacements on the day, provided you've got photo ID in the form of a valid passport or UK Driving License. 

The bit that could be adding extra complication here is the other person's name showing as linked to the temporary number you've received. 

My best recommendation here would be to get back in touch with customer care on +447953966150, and provide them with the following details:

• Your full name and postcode
• The 12 digit SIM serial number for the SIM you currently have
• The temporary number and account number that show on the bill you received in the post.

With these details we should be able to get you verified, confirm if there is a port pending on the account for your switch from Vodafone, and advise exactly what is happening with your numbers too. 

Peter

[Rattlerat]

1. I had my identity verification on the first day I visited. 

2. I've already given them acall on the number you've just mentioned and was pretty clearly told they can't help with this. Since that is not the designated service. (I got the other number from them too).

3. I do not have an account number that will show on the bill, since I do not have a previous bill. But lets just think I can find it somewhere else but just need someone that can actually help with it (due to the server issue I guess).

The best case that can be done is completely cancel the order and make a new order (which I don't think I want to anymore). Which is what I am trying to do, but everyone I connect hasn't been able to help (Some due to reasons outside their control and some I just dont know why). 

[Peter_W]

My apologies @Rattlerat, you mentioned a number on a bill in your original post, so I assumed you had received your first bill in the post. 

The number I shared here is for our main phone system, so it's absolutely the right number to reach someone that will be able to help here. 

Just follow the options to mobile billing, and provided you have your name, postcode and SIM serial number, someone should be able to help locate all the relevant details.

Peter

[Rattlerat]

I already reached out to that number and as I pointed out, was blatently told that is the incorrect number. Which is the reason I said, EE has been pathetic.

I've been on the phone with agents all day. 6 seperate agents and none was actually able to help (reasons out of their control or not). The last two guys actually collaborated and were trying to help. But I've just decided to cancel the port and the contract.

I'm not sure why, it's going to take 24 to 48 hours for that to happen if it hasn't even been initiated. But I'll wait for it until Sunday.

If I don't receive any communication from EE regarding the cancellation, I'll just have to contact the Ombudsman association or Trading standards officer and go through the Consumer Rights Act. 

[Rattlerat]

Also, a big thank you for trying to be helpful. It's just that the wider EE team was not as good as I had expected.

With Vodafone, when I ported my Sim to them, all I had to do was undergo identity verification and put the new sim in the phone. And that's all.

Also, Vodafone offers the same deal for cheaper than EE and I've never had a complaint with them, which is why expected EE to be better if not just as competent.

Also, I know EE is attached to BT and even though I had my fair share of problems with BT broadband when I got the new connection (openreach issues) I thought of them to be good enough as them. But they simply really are not.