EE phone number not working

[PSPeterman]

We reported one of our business  phones as stolen to EE last Sunday, they told me to get a replacement sim the EE store, the store were unable to register a sim to the number ( which has been in use for 14 years) so EE told me they would post one. The second sim didn’t work either. I called EE and they told me to visit the store again, the store were unable to register a replacement again, EE say they will escalate the technical issue and should get back to us in 5 working days, it will be two weeks without the phone working. I just don’t feel it’s acceptable. 

[PSPeterman]

We have the same problem. It’s been a week and EE don’t know what the problem is and they say they will come back in 5 working days and it will be two weeks in total 

[XRaySpeX]

No, it isn't! When you phone EE to report the loss they should send you a replacement SIM w/out the need to visit a Store.

[PSPeterman]

when I reported it stolen, EE told me to go to the store, the store couldn’t register a sim to the number, so EE sent me a sim and it can’t register either as there’s an problem with the number from EEs side and not our account. So two weeks without a line working is unacceptable 

[bristolian]

Without seeing specifics on EE's side, it's impossible to advise further. But you're clearly being passed from pillar-to-post and should chase up with EE CS and follow their escalation procedure.

Ensure a single-user fault has been raised if necessary, and request a fault reference.

[PSPeterman]

Yes. This is where they said it will take another 5 days to come back to me,  I have a ticket number and fault reference. 

[bristolian]

In which case ensure you follow up on that fault the very second that the 5 (working?) days has expired. Request the escalation process is invoked at that point.

Save the fault reference for any complaint you raise after the event.

[PSPeterman]

It’s already been escalated and we are just waiting now 

[PSPeterman]

Two weeks of shocking IT support on a business like

phone stolen and report to EE over Bank Holiday. Due to BH EE told me to replace sim in store. Several hours in store sim wouldn’t activate to number, IT on phone in store agreed to send sim out in post.  replacement sim arrives, won’t register, called IT, they said to take it into store, 3 hrs in EE store, they can’t register sim to number, several hours later case is escalated and INC raised. I am told someone will call me with 4-24 hrs.

nobody calls.

I call and told to wait 5 business days

yesterday I call IT support and they announce the number had a digital sim and ignore the physical sim and the phone would work 24 hrs as they would activate a digital sim.

this morning I called and they said the same

24 hrs later phone still does work

call back and lady tells me no notes on system and no sim has been activated

I try IT support again, they say digital sim was activated and to remove physical sim and it will work

it doesn’t work, he tells me to go to the store for the third time.

EE store can’t activate a sim. I call IT and they say I don’t know why they told you to go to the store, they hadn’t disabled the esim and she claims she has and in 24 hrs the physical sim will work

two weeks without a line, phone locked out of all passwords for banking, email, pension and shares as need telephone number  to authenticate 

no notes or resolution on the INC raised 

[Leanne_T]

Hi @PSPeterman 

I am very sorry to hear of your experience getting the SIM card registered. 

Our support teams will be working to resolve the issue as quickly as possible for you and our tech guides will be in touch as soon as it is fixed.

Thanks for keeping us updated and I hope this is sorted soon for you. 

Leanne.