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Idiots at EE have cut me off!!!

EAB25
Established Contributor
Established Contributor

‎07-02-2025 12:10 PM

For whatever reason, every time I get a new phone i have to call EE so they refresh my sim/settings to get HD quality calling.

I did this yesterday and after receiving the settings I duly restarted the phone and all was good. 

BUT the guy at EE said he would send a new SIM as this really shouldn't be necessary. I explained I'm at my partner's house and wouldn't be at my billing address for at least 10 days, and he said it wouldn't activate until I put it in my phone so there was no issue. 

This morning for no reason whatsoever I was looking at my EE app and saw I've been charged £1.50 for this new SIM that I don't even really need. So I tried to call EE and complain only to I find I've been disconnected!

I called EE from my partner's phone and was told the new SIM would have been sent out already active, completely contradicting what I was told yesterday and precisely what I explained MUST NOT HAPPEN. 

I am NOWHERE NEAR an EE store, so I am now unable to make calls unless I make a 4 hour round trip to my flat!

I'm absolutely FURIOUS!

0 Helpful
3 REPLIES 3
EAB25
Established Contributor
Established Contributor

‎07-02-2025 12:48 PM

For whatever reason, every time I get a new phone i have to call EE so they refresh my sim/settings to get HD quality calling.

I did this yesterday and after receiving the settings I duly restarted the phone and all was good. 

BUT the guy at EE said he would send a new SIM as this really shouldn't be necessary. I explained I'm at my partner's house and wouldn't be at my billing address for at least 10 days, and he said it wouldn't activate until I put it in my phone so there was no issue. 

This morning for no reason whatsoever I was looking at my EE app and saw I've been charged £1.50 for this new SIM that I don't even really need. So I tried to call EE and complain only to I find I've been disconnected!

I called EE from my partner's phone and was told the new SIM would have been sent out already active, completely contradicting what I was told yesterday and precisely what I explained MUST NOT HAPPEN. 

I am NOWHERE NEAR an EE store, so I am now unable to make calls unless I make a 4 hour round trip to my flat!

I'm absolutely FURIOUS!

0 Helpful
bristolian
EE Community Star
EE Community Star

‎07-02-2025 01:49 PM

@EAB25 wrote:

For whatever reason, every time I get a new phone i have to call EE so they refresh my sim/settings to get HD quality calling.

A very unusual set of symptoms. Voice codecs are part of call setup, including device support at both ends of the call.

I know you've posted about this on the forum previously, but I'd want to have the underlying cause investigated.

 

0 Helpful
Leanne_T
EE Community Support Team

‎07-02-2025 04:02 PM - edited ‎07-02-2025 04:03 PM

Hi @EAB25 

I am really sorry the SIM card has been disconnected before you have received the new SIM and I completely understand how frustrating this would be for you. 

If you would like to raise a complaint for being advised the SIM would stay active, please see our Contact Us page. 

I hope the new SIM is with you quickly and this does not happen again when you get a new phone. 

Leanne.