Sim Card Stopped Working

[SyedImran]

I have recently upgraded my phone to 14 pro max, while transferring data accidentally clicked on Esim, now it is been two days without service, I been to two EE stores but no one can solve the problem contacted customer service twice same answer, technical team same reply.

they cannot issue a replacement card because the E sim was order which is supposed to be activated with 24 hours and until now not active.

I am out of my business from last two days , when I called customer service the answer is shop can replace the sim they are misguiding you and EE store don’t have such system to delete the Esim and issue a new SIM card

can anyone help to resolve this issue.

[David_Mc]

Hi James.

C. failed to ring me at the 'agreed' time - which was 19:50.  There was no possible misunderstanding about the time as we spoke about it just 11 minutes prior - in the car.  So something happened in the following 11 minutes that prevented C. from ringing me back 'as agreed', but left no note to say why.

The support ticket was closed, as per my earlier note. 

So you have well educated, sympathetic, and technically proficient staff, who until I learn more, seem to suffer from the worst tendencies of call centre staff: closing calls before they are resolved, failing to take responsibility for a customer's issue, failing to keep any sort of useful information, so that the next guy can't help.  

I understand that stuff happens to us all and taking endless calls from **bleep**ed-off customers is not the greatest way to spend a day but as the self-appointed "UK's Number One Telecoms Company" - i'm just laughing. 

[ajchatts89]

Sorry, you just told me that they can't activate my esim?

[James_B]

Hi @ajchatts89,

You won't be able to activate it yourself, without being able to receive your security code, but our customer care team can activate it for you.

I'm sorry for any confusion caused.

James

[James_B]

Hi @David_Mc,

I'm very sorry for the poor service you have received. If you don't receive an update today, please let us know so we can escalate this issue for you.

James

[David_Mc]

Hi James

Apologies if I betray any hint of annoyance at the 'wait another day' option before "escalation"

To date:

6th November Phone Upgrade

9 November  EE Store 1 hour - couldn't fix it - ordered replacement SIM

10 November 28 minute ( plus wait time)  = Spoke to "C?"

11 November Call from EE 41 minutes.

12 November 23 minutes - Recommended store visit to activate SIM.  They couldn't.

12 November EE Store 1 & 1/2 hours 

13 November 32 mins  - No record - probably ordered replacement SIM

14 November 27 mins - Spoke to "S". promised call back at 3pm. Called at 3:30 ok 41 minutes

16 November 32 mins  - Probably spoke to "T". Ref L2 & promised to raise Single Device Fault

2 December EE Store Spoke to "D" 1 hour.  He did ring back.

10 December 22 mins - Spoke to "R" Ref T2 and promised to raise Single Device Fault

22 December 44 mins - Spoke I think to "L"

28 December 65 mins - Spoke to "S" Promised a ring back on 30th. Didn't

5 January 26 mins - Spoke to "C" - Discovered incident closed. Promised call back 19:50. Didn't

5 January 11 mins - Spoke to "J" Sent an email to "C" - Call interrupted spoke to "A".

5 January 7 mins  - Call continued - Spoke to "J" placed on hold three times over the interrupted call.

Not looking promising is it.  I'm really waiting to find out what happened to "S" on the 28th because he was the most helpful, knowledgeable and took some accountability and it's a mystery what happened to him?

I need to go through the various SIM records at your end to see if there are any discrepancies also what did "S" do that he planned and talked about on the phone on the 28th.

[ajchatts89]

Hi, to get this fixed, I went to an EE store and had them activate a physical sim card, popped this in my iPhone and it worked

[James_B]

I've sent you a private message @David_Mc

Please check your inbox and get back to me when you have a moment.

Thanks

James

[David_Mc]

Thanks James - for the record - Sent.

[David_Mc]

@James_B 

@Katie_B 

On Friday, you asked for a phone number and a time for EE to contact me.  I offered a window of Friday 16:00 until 21:00, or Saturday 8:30 am until 21:00.  17 hours + after escalating a failure of C. to phone me back on Thursday and the failure of S. to phone me back for three days in the new year after our conversation on the 28th.  This time the entire Outbound Call team were mysteriously awol.

Where exactly would you place this extra day and a half wait in the annals of **bleep**-poor customer service?  

Yes, I know what's coming.  Another polite apology and a promise to get someone to call me.  Another pass the buck .... 

[Leanne_T]

Hi @Davidmc

I have replied to your private message. 

Leanne.