Refund for eSim

[Temporary123]

If the moderator finds this is the wrong spot please change it!

I can't call 150, I can't find a way to talk to a person on the app, all I want to do is get refund for the eSim I purchased.

How can I do that, please?

[XRaySpeX]

Where are you?

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto.

Did you receive a Welcome text upon arrival?

Are you on contract or PAYG? Had you used that SIM for making calls or texts in UK before leaving to go abroad?

If you are on contract, did you activate roaming on your EE a/c before leaving UK by texting ROAMING to 150? Having a roaming billing add-on doesn't of itself activate roaming on your a/c. Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

Otherwise if you are on contract you need to call CS to get your roaming activated. Try calling CS on the Freephone no. in my sig. using a web-calling app over WiFi.

[Temporary123]

I'm in the UK on holiday.

I've tried the whole list of troubleshooting and nothing has worked.

To be honest I just want to refund, is there any other way to talk to a customer service representative?

[XRaySpeX · Accepted solution]

@Temporary123 : Then you are not roaming on an EE SIM. What is wrong with it?

Try calling EE CS on the Freephone no.(Opt 2) in my sig.

[Temporary123]

I would like a refund for a product I cannot use. How do I get in contact with a customer service representative?

[Lesley_W]

Hi @Temporary123 

Welcome to our community. 

We don't have access to accounts here on the forum, but if you can find a way to call our team, they will be able to discuss this further with you. 

Lesley

[Temporary123]

It isn't working. The email said that I would be able to use it in the UK. It's okay these things happen, just hoping for a refund.

It's supposed to be a eSim data only and it's not working, I've emailed the complaints team as it seems to be the only way to communicate without the ability to telephone.

Thank you to you all for your assistance 🙂

 

[Temporary123]

Thanks Lesley I can't actually use my phone but I've emailed the complaints team as there doesn't even seem to be a chat help function. Thanks for your help all the same 🙂