e sim and account fault

[Chloe243]

Hi,

I upgraded from an 11  - 14, took an e-sim. The 14 was faulty so went back down to the 11 while I waited for a 14 replacement. When going back up to a 14 the e-sim would not transfer and I lost all signal. The Ee store could not activate a sim and I’ve had 2 in the post, support cannot activate. Have said my account is broken because of multiple esims and a single user fault has been raised.

is this something that will be fixed? I’ve been without a sim for 2 weeks and getting extremely frustrated.

thank you

[Christopher_G]

Hi @Chloe243 

Welcome to the community.

I'm sorry to hear that there has been a problem. Yes, this should be resolved, but it depends on the complexity as to how long it may take. It sounds like it has been raised in the correct way so that the right people are looking into it.

Thanks for your patience so far. Hopefully you're back up and running soon.

Chris

[Chloe243]

Is there anyway to check on the progress of this? It’s very hard waiting without hearing what’s going on.

[Christopher_G]

Yes, if you contact our technical support team, they'll be able to check the ticket and give you an update, @Chloe243 

Chris

[Chloe243]

I’ve tried that and been told nobody can give me an update.

2 weeks on and can’t speak to a manager, get an idea of how things are progressing. I use my phone for work so it’s a huge inconvenience.

To be left in limbo is just shocking

[Christopher_G]

Did they tell you how and when you will get an update, when there is one, @Chloe243?

Chris

[Chloe243]

No nothing. I only know this it’s open and being worked on but no idea around what happens next. 

[Christopher_G]

OK, thanks @Chloe243 

When there's a problem with your account that can't be fixed over the phone, the details of the problem are sent through your account to a specialist team and it's all documented. They have your contact information, so when there's an update, they'll be in touch with you.

Chris