Old Number NOT Ported - Zero help from EE

[mehere]

I am disabled. Cannot speak. I was using 1 mth rolling £12 contract with Smarty/3 network but low data speed in my area. Switched to EE/BT for 5G speeds. I told Smarty I was moving. Requested a PAC. They sent it immediately. I applied for £37 pcm unlimited data 12 mth contract with EE. I filled out form to transfer my number and gave pac. So far so good. Today the EE sim arrived. No instructions in envelope about what to do to complete number transfer. Tried sim. Works but wrong number. Tried EE website. No clear instructions. Eventually found a link to a form to change my number. Filled out the form and it said it did not recognise the PAC. I went back to Smarty. They said PAC was correct. Went back to EE. Still no help. Being disabled, was pointed by EE to use BT Relay app that is meant to convert phone conversations to text. Found the app. Installed it. Tried to ring EE Technical Help. No one answered the phone. This is why Relay is a non-solution to disabled people and why we all rate the app as c**p. Meanwhile, I get an email from Smarty 'something has gone wrong with number transfer'. Checked Smarty SIM and it is still working but shows 'no number'. Tried to contact Smarty live chat but that is now turned off. Tried using EE again to get help but my browser would not load EE website pages. Every attempt says 'blocked'. Never had this happen before. Tried to get help through to this community using the new EE SIM as everything else no longer works. That was no use.  Had to set up and use a spare GiffGaff sim and link it to my laptop to write this. Absolute nightmare and no help whatsoever from EE. I sent in two complaints (second to update with info from Smarty) and received a bot-generated email acknowledging only the first. Six hours later. Still no help from EE. Still no one at EE can be **bleep**d to tell me what is going on. I am wondering if anyone else has suffered this and what they did to fix it. I also expect some employee of EE to read this and get off their **bleep** and fix this or at least tell me what is going on. Right now, I have lost my old number and that means access to everything registered with the old number for 2-step security so that means all my banks, shopping, email and other online accounts. I want this fixed within 24 hours or I will cancel the contract and start a complaint with the Ombudsman. How the hell I will get into my accounts to change the registered phone number now Smarty has stopped working I do not know. I am so angry. I better stop now before I type something I regret. HELP ME!!!

[mehere]

EE spent 3 days messing me around. During which first they did not port my old number and then after porting I had no reliable SMS which I need for ALL communication. Therefore, I spent those days changing every account and contact to use another number so I could contact social worker, doctor, bank, email etc. I find this difficult. I am exhausted.

During the three days I discovered they had no support for disabled people or support so inefficient that it caused more problems than it solved. For example, I was directed to register as a disabled customer on the website. After completing the form I was bounced to a 'page not found' message and assumed the form had malfunctioned. Sometime later I received an email 'you are registered as disabled user' and then the next day an sms from EE saying the same. Mixed messages. Which do I believe? Although now 'registered' it has made no difference to the service I get since this forum remains my only form of communication with EE. And even that is unreliable. When my problem went from 'number not ported' to 'no sms'

Yesterday, I decided that (1) I could not trust EE technology - nothing works as it should, it eventually works but I cannot wait days for vital services (2) Despite a display of helping disabled people nothing actually works, or if it works it makes zero difference to my experience - what is the point of being 'registered' or using the live chat that is never live or the relay app that no one at EE ever answers? (3) EE is £37 pcm, more than all other services I have used. I like 5G speeds but nothing else about EE. It is not worth the money.

My decision: I have tried EE for three stressful days and it is not good enough. I want to cancel my contract. I am not asking for a PAC number because I cannot go through this stress again. Just cancel the contract. email confirmation. I have removed the EE sim from my phone so do not try to use it. Confirm today. Thanks to those who tried to help but your solo efforts cannot fix a bad corporate culture.

[James_B]

Hi @mehere,

I understand your frustration around the problems you have experienced with contacting customer care. We’re committed to providing all our customers with the best service possible and we'd love to try to resolve the issues you have experienced.

Please can you provide me with the URL of the page where you were served the 'page not found' error message so I can report it?

Did you see my earlier message about checking to see if pop ups are allowed on your browser? If you aren't seeing the live chat dialog box, this could be the issue.

James

[mehere]

I am disabled, house-bound, mute. I tried EE but it is unable to meet my needs as a disabled person. I cannot find any accessible customer care except this forum.

I need to know how to cancel the contract within the 14 day period. I cannot call 150. None of the disabled access options (live chat, relay) actually work. In the envelope with my sim was a sheet which said write to Darlington. Question: when I write what info do I put in the letter and do I include the sim? 

Thanks for helping.

[mehere]

Hi James

Thanks for trying to help but all I need now is help to cancel the EE contract. 

URL generating 'page not found' includes 

1) ee.co.uk/terms -- printed leaflet sent with sim is out of date. Wrong url redirects to 'page not found' or "BLOCKED" but on repeated attempts, resetting browser, emptying cache etc, I did eventually and with great difficulty get to https://ee.co.uk/help/help-new/managing-and-using-my-account/leaving-ee/how-do-i-cancel-my-contract-.... That gave me a pdf form to complete and return to either channel.returns@ee.co.uk or 

Channel Returns

Mercia House

Senhouse Road

Darlington DL1 4YB

2) Registering as disabled user - I took a screenshot so its a jpg but what is visible is:

ee.co.uk/our-company/corporate-responsibility/sharing-connectivity/digital-living/digital-for-all/tailored-disability-se (rest of url not caught by screenshot, sorry). 

Removing 'pop-up blocker' made no difference. Still no visible 'button' to start live chat just a claim it is available 8:30am til 10pm and a link will appear shortly. Been waiting three days and no link. Been trying to ring EE using Relay for three days and no one answers. 

Disabled access at EE is just a gimmick not a real service. Looking at the above urls and the convoluted boxes inside boxes its obvious to me that 'corporate organisation' is the structural problem, plus lack of investment, plus bias. 

My decision to cancel my EE contract looks wiser every minute. 

I am now going to fill out the form and get closure on this nightmare.

[Chris_B]

I’m more surprised that a number port as mentioned has been done is 15 mins when this isn’t actually possible on any network.  

[bristolian]

Be aware that cancelling your EE contract under 14days will serve to disconnect your number.

It'll be released back to the issuing network operator and will no longer be yours.