SIM card activation

[FedUEE]

First SIM went missing in the post; second SIM card had a different number, not the phone number it told me it should be, wasn't getting signal tho at some point got five random texts that were obviously for someone else.

So third SIM received, trying to activate it, still not getting any passcode... 

Does EE even realise that the first instruction to activate your SIM is to insert it into your phone, and the second instruction given by EE is have your old SIM handy so we can text you a passcode. Please tell me how that's supposed to work...

I'm sick of swapping, trying, and phoning for help. Never had this much trouble swapping SIM before. Please tell me EE service gets better from here on in... 

[Christopher_G]

Hi @FedUEE 

Welcome to the community, I'm really sorry to hear of your experience so far. Are you near an EE Store? f so, it may be best to pop in so they can manually register a SIM card for you in-store. You would need to be the account holder with photo ID to do this.

Chris

[FedUEE]

Hi Chris, thanks for your reply but unfortunately I don't live near an EE store... shrugs

[Christopher_G]

OK, that's a shame, @FedUEE 

I can only suggest speaking to our Mobile Care team for an update on what's happening.

Chris

[SunshineOnLake]

Hi, I'm having the same issue, did you get anywhere with it (I can't do it through the phone support because I can't remember my password so they won't speak to me!). Cheers Bill

[FedUEE]

I spent four days over the course of several weeks, trying to get through
on the chat function, and eventually it was escalated to supervisor level,
chap was nice and tried to be helpful, you got to keep sending a message
every five mins or so, because it times out after 15-20 mins of being
patient and politely waiting; and you'll end up back at square one. Or
you're accidentally bounced from the system, I guess text or phone they
have limits/targets as to deal with issues within a set time frame and
you'll cost them their average, eventually I was lucky with a patient
operator, so we ended up discussing poetry and local landscapes while he
balanced other customers and trying to get my difficulties resolved, took
over four hours, and he said it'll be sorted that night, 26 hours later it
was.

Everyone else said it was the "flick of a button on the computer" he
admitted for whatever reason that wasn't working. Not sure how the
supervisor resolved it, still disappointed in the service and difficulty in
getting it resolved, four days of my time well outweighed the "free monthly
and £10 apology" it was over six weeks trying to get it sorted so a free
month was already well past gone. If I'd have given up I'd have had to lose
the exact telephone number I have - which I couldn't really afford to do.

Sometimes you fall through a crack in the system/computer... Companies
could do better acknowledging that. I did get an email reply from the
complaints department on the Friday after the supervisor had 'fixed' it
that Thursday and then it was working before the complaints department chap
was back in work on the Monday. So...

Email complaints as quickly as possible, you might hear back from them
before it's resolved, you might not... And then persistence and asking for
escalation to supervisor, because flicking the button on the system isn't
working for you, chat or phone function... Keep talking every 5mins so you
don't get switched off.

Or give up and go elsewhere?

Good luck

[SunshineOnLake]

Hi,

  many thanks for your in-depth reply,  sounds like you really got put through the wringer - well done for persevering!

Sounds as if I'll only get somewhere if I can work around the password issue & then talk to a supervisor. Or go elsewhere  but I'd then have to pay an early termination fee.  Having said that, Vodafone are equally bad - I had a 4G router of theirs for 2 yrs that only worked 10% of the time - tried to cancel the subscription after endless complaints to them but they wanted to charge me £700 early termination because it "still provided some service"!  Only solution is to return to carrier pigeons!

Cheers Bill

[James_B]

Hi @SunshineOnLake,

If you've forgotten your password, our Customer Care Team will be able to run through some alternative security checks when you call.

James

[SunshineOnLake]

Hi James,

  thanks for your comment, however, when I asked if they could do this they said they couldn't? Will try again & insist this time.

Cheers Bill

[James_B]

No problem, @SunshineOnLake 

In the worst case scenario of all verification methods failing over the phone, you can visit your local EE store with some identification.

James