I am a very new EE user. To summarise, this is request for advice re linking my EE eSIM to my EE account.
About a month ago, in an EE store, I signed up to a monthly plan, and received an eSIM At the time of signup, I provided the relevant details, with the exception of my email address, which I was not in a position to provide at that time.
I duly activated the eSIM with no problems, and subsequently received a soft copy of the relevant contract documentation. In that documentation, the email address was blank.
In the store, I had been told to download the EE app on to my iphone, and did this at home a day or two later.
I then created an EE customer account with all relevant details including the email address which I was not in a position to provide earlier. After account creation was completed, I received a couple of emails, which demonstrates that (1) my email address is on the EE system and that (2) I am correctly receiving those emails, i.e. they are not being diverted to the junk folder, which I routinely and very regularly monitor anyway.
I then tried to link the account to my eSIM, and was asked to provide the email address which was originally used to place the order for the eSIM. Of course, I could not provide it as this info was not available at the time at which the order was created in-store by the EE sales assistant.
For completeness, I did actually complete, or try to complete (I forget which) the linking process using the email info which had been registered on my EE customer account, but that was not successful.
I then called EE customer support (CS), and explained the issue. The CS specialist said that she would take the necessary action and that I would receive an email containing the necessary info (perhaps a link or whatever) in the next day or so.
After a few days, I checked by email, including the junk folder of course, and found no email.
I then contacted CS again, and repeated the details. The gentleman, who was clearly trying hard to help, mentioned something about it taking time for some EE systems to become synchronised. He than said that he would initiate the relevant process to send an email containing the requisite details, and that I should receive it in the next day or so.
However when subsequently checked my mailbox, including of course the junk folder no email had been received.
So I am not comfortable in this situation. I have a contract and an active eSIM, and have mobile connectivity, but do not have the proper degree of control.
I have some questions for the community before I contact CS for the third time:
- is this eSIM order / email situation a known issue that others have encountered ?
- would it be worthwhile to return to the original EE store, or will they simp[y refer me back to CS ?
- any other suggestions to help get this resolved ?
Thanks in advance for any comments which you may have.
