Is it just Christmas?!

[Clareykc]

I am trying to move my family accounts from another provider to EE (broadband plus 8 sims). Had a great loooong chat with member of the sales team on 27th and 28th, gave my bank details and verbal agreement,  they promised to call me back on 30th morning so I stayed in all day but didn’t hear until late afternoon and then only to say that I would be contacted shortly. Still heard nothing and starting to wonder if I am moving to the right provider if this is how slow the customer service is?!  (Even wondered if I might have been scammed!). I appreciate it is the Christmas/NY period, so perhaps that is why? But I was moving from previous provider in part to get better customer service… now seriously wondering, what the heck is going on??

[Schockwave]

Hello @Clareykc ,

Welcome to the community,

For the SIM cards, if you want to keep the same numbers, did you get PAC codes from your previous networks, that is one for each of the numbers? 

Broadband is a different thing altogether, as it also takes time and you should receive notification when this will be done, check your junk/spam folder to see if anything is there.

You should receive notifications when transfer is complete with SIM cards, but yes, it could take a while, as it is holiday times, so we would not have any account access here, so you may have to wait until tomorrow to see if it is done or contact customer service.

[Clareykc]

Hi, yes I gave PAC codes on my second phone call. I appreciate it is Christmas, it is just that e-sims have happened so fast previously! Son is itching to set up his new Apple Watch. Thanks for the reply. 

[Michael_D]

Hi @Clareykc 

Have you received the new SIMs/eSIMs at all, or have you not received anything since your last call?

Michael

[Clareykc]

Heard absolutely nothing. Straight after the phone call I had an email saying our broadband would be set up on the 14th Jan, but that I would be able to use our sims as soon as they arrived. Some are physical sims and there were three e-sims. My son isn’t allowed a phone yet but he has been given an Apple Watch for Christmas that he can use on its own with the are e-sim which I thought we would get fairly instantly - but it still hasn’t arrived. Feeling fairly disappointed after spending more than five hours on the phone trying to sort all of this out and can’t face ringing again!!!!

[Michael_D]

Thanks @Clareykc 

You'd usually get an email confirming that account was set up, which would tell you to login to the EE app to download the eSIM, and any physical SIM cards would arrive in the post after a few days.

I appreciate you have spent plenty of time on the phone already, but if you haven't heard anything else, I would recommend speaking to the team again so they can locate the account and see what is happening with the SIM orders for you.

Michael

[Clareykc]

I clicked on solution accident! This hasn’t been solved. I have received no emails from EE, just from this community.  I rang the 0800 number for new customers and got through a maze of automated questions which ended with a menu with no options which related to me. Now in a queue they say will be 20 mins. So disappointed and very tempted to just stick with current company - better the devil you know….

[Michael_D]

It will be best to wait on the line @Clareykc, just so they can team can see what is happening and work to get it resolved for you.

Even if you don't get to the right place the team will be able to transfer you to someone who can help.

Michael