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Staines

Egorka04
Visitor

‎26-01-2026 02:28 PM - last edited on ‎26-01-2026 04:18 PM by

My name is Lesia. I recently visited your EE Staines store, TW18 4 QB, Unit 45 North Mall, to change my SIM card. My old SIM card wasn't working because it was expired. I explained my problem to your employee, Bijay. I asked him to leave my phone number but change my SIM card. Before doing so, I read about how your company could help me in my situation. The information offered was to change the SIM card, keep my phone number, and transfer all my data, including my data plan and remaining data. There was no mention of signing a contract. I had my ID card with me. When your incompetent employee asked me to sign a contract, he lied and said I needed to sign it! I repeated many times that I didn't need it, but he insisted on signing it. Your employee is completely incompetent and intolerant! Because of your employee's STUPIDITY, I can't work properly because my internet connection is partially or completely down. I've been

losing time and money since January 8th because I can't work properly; my work depends on my internet speed! Your employee has caused me problems. Please take action!

0 Helpful
3 REPLIES 3
Chris_B
EE Community Star
EE Community Star

‎26-01-2026 02:38 PM

@Egorka04  Was your previous sim on pay as you go ?  SIM cards don’t expire if on contract but on pay as you go they go into hibernation if they are not used and you call customer support to request it to be reactivated.   PAYG sim speed is 25meg and you say your work depends on a fast speed.   So if it was on PAYG why did you stop using it if your work depends on it ?   

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
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RickPhil
Investigator
Investigator

‎26-01-2026 03:26 PM

EE has by far the worst employee customer support. I got in touch with the call support and a lady literally yelled at me. Had to explain everything to an agent for 30 mins, and then he transferred me to another agent and I had to explain everything from the beginning for another 30 mins and she had no clue what's happening and said she has to talk to her manager. So I was basically done and just filed a complaint. Done with EE. absolutely worst

0 Helpful
Peter_W
EE Community Support Team

‎26-01-2026 04:39 PM

Welcome to the Community, @Egorka04.

Thanks for taking the time to share your experience here, too.

Based on what you've shared here, there is a good chance that your original pay as you go SIM had gone into hibernation like @Chris_B mentioned, but this would only be the case if you hadn't used the SIM for an extended period.

Either way though, this is definitely something that can be fixed without signing any contracts, and that doesn't explain why you would be left without service, too.

At what point did you notice you were unable to connect, and was this before or after you left the store?

Peter

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