Please try and help me

[Varboss1982]

Hi its a long story but here goes. 

I joined ee and ported my number across, i was given an e sim temp number. When the port was complete the temp number stopped working. My ported number didnt work either. I couldnt do anything. I waited until 6pm which i was told then was advised to wait until midnight. The next day came and still nothing would work.

I waited all day and contacted ee again, they confirmed the port was fine and didnt know why i couldnt connect to network. I have signal bar but emergency calls only. So she went thru some steps with me, basically downloading a new e sim and waiting 24 hours ( this was today) she also said if i didnt want to wait go to a physical shop and they can program a sim with your number.

I though great il go to the shop. I get a phsyical sim and the young lad was great. It wouldnt work so he said dont worry il get another in case its faulty, he done this it didnt work. So he tried it in his phone and it didnt work. So he said its defintly not your phone as his phone is doing the same with my sim, it just comes up with "sim not provisioned" . His sim worked in my phone. Just a side note " all other sims do work in my phone its just anything related to my number wont. 

He believes that there is an account issue however there was no faults showing. He spent nearly an hour trying different things with no success on his own phone and mine.

So he wrote some notes on the account and said phone ee back and tell them to read the notes and it most certainly is an account issue.

I do this and yet again am told to wait 24 hours because a new diagnostics starts because a new sim has been put in the phone.

Now im at day 3 without a phone unless i use a different number and quite frankly am getting annoyed at being told to wait 24 hours daily. So currently i have to wait until 5pm tomorrow for tech just to raise it, then god knows how long after that for a fix due to easter. When ive been told even by tech its almost certainly an account issue.

im lost now and completly frustrated.

Thank you for taking the time to read my rant.

[Northerner]

Hi @Varboss1982 

Is your phone unlocked. 

Thanks 

[Varboss1982]

Yes i bought it sim free

[Varboss1982]

I actually bought the phone from ee

[Chris_S]

Hi @Varboss1982 

I'm sorry to hear that you're still no further forward after three days of no service.

It sounds like a few guides have already attempted to fix your issue, so the next stage would be to get the issue passed on to our level 2 tech team.

If you give us a call, a guide can help further.

Chris S

[Varboss1982]

Thank you for your reply, with respect  everytime I phone you guys i get told that troubleshooting is happening and it cant be passed up until that is done. Wait 24 hours then call back. Today at 5pm will be the 3rd time i will call and to be honest with you im very close to saying keep it as i need my phone for work and this is costing me money. 

I am within my cooling off period so thats not an issue but i would rather be with you guys due to superior coverage in areas i work.

Ive now got to go and buy another sim to use until this is fixed just to have access which i shouldnt have too.

[Chris_S · Accepted solution]

It's understandable that you'd be hesitant to call again, given your past experiences, @Varboss1982.

If you'd like our complaints team to look into this for you, you can make a complaint by completing our online complaints form.

Chris S

[Varboss1982]

To make it clear, you guys on here have been great. I have no issue calling now but i know that il be on the phone for 20 mins to be told wait until after 17.12 today. 

Just for the record u have been out and bought an ee sim an o2 sim and a three sim, everyone works instantly, so this is defintly an issue at ee end.

When i was in the ee shop 2 guides there tried my sim in thier phones aswell and it wouldnt work. They both told me that ee need to reset the account and start again and this was simple. They said the system wasnt flagging any issues, so they tried thier sims in my phone which worked fine.

They said this shows that its an account issue. So anyway i told ee tech this yesterday and they said when the new sim was entered into the phone the 24 hour clock starts again as diagnostics restarts.

Exact words  "we cant pass this further until that 24 hours passes please phone back after 17-12 today".

[Chris_S]

Thanks for fully explaining the situation @Varboss1982.

It does sound like our store guides have tried to go through some diagnoses when you were in there too.

As we don't have access to customer accounts here in the Community, I'd need to advise you to give us another call so that we can get your issue passed on to our next-level technical team.

You can still make a complaint so our complaints team can look into the experience that you've had.

Chris S