eSIM transfer failure!

[DLW29]

Last Wednesday I was persuaded by an EE consultant to move from my BT account/numbers to EE. All I wanted to do was add data roaming to my BT numbers at this stage as my son and I were travelling the next day to the US. I was told that the eSIM transfer would mean our phones would only be out of action for half an hour. I said I didn’t want to go this now because I was travelling overseas but I was assured that there would not be a problem. 

5 days later and neither of us can actually use our mobile phones - the only way we can contact home is by using WhatsApp through the hotel WiFi.

i can’t call ee from out here as we no longer have a network provider connected to our phones! The only way of communicating this problem with them is through email, which they are only trying to every other day.

They have been provided all the information I have been sent regarding transferring the four numbers from BT to EE but they still can’t complete the transfer!

I was told that the accounts were set up for roaming and we would receive a message on arrival to the US enabling us to buy a roaming package but this hasn’t happened either!

The whole way is so stressful - I was completely mis sold! 

[Lesley_W]

Hi @DLW29 

Welcome to our community.

I'm sorry that you are having trouble using your phone abroad, I can understand why you would be disappointed in your experience as you were assured it would work.

I assume it is someone in the complaints team you are speaking with by email, is that right?

Lesley

[DLW29]

Hi

I have no idea who I am speaking to but 5 days later we still don’t have mobile phones that we can use.

The communication with EE has been terrible.


Sent from my iPhone

[Lesley_W]

How did you initially make contact with them @DLW29?

Lesley

[DLW29]

I contacted them by phone initially as I called BT and was transferred to EE who then have completely messed up the transfer of the 4 mobile phone numbers on my family account.

The only communication I have now is by email with a member of their team who does not specialise in esims apparently.


Sent from my iPhone

[Lesley_W]

What was the last update they gave @DLW29?

Were the eSIMs working as expected when you were in the UK?

Lesley

[DLW29]

No none of the eSIMs were working before we left but we were told they would be sorted by the time we reached the US on Friday 27 July.

All I wanted to do was add data to our existing BT accounts, and we have ended up with no service at all since we got to the US. It is very stressful when I am travelling alone either my son.


Sent from my iPhone

[Lesley_W]

As far as the last email you received from them @DLW29, did they say what they were doing next to fix it?

Lesley

[DLW29]

Not really.

They just keep advising I contact customer services through the My EE app but the app doesn’t recognise me because the eSIM hadn’t been added!

Sent from my iPhone

[Peter_W]

Thanks for explaining that for us, @DLW29.

I appreciate this is far from the news you were wanting to hear, but my hunch on this one is that it's very unlikely we'll be able to resolve this whilst you're outside of the UK. 

For an eSIM to activate, you need to be within the UK and connected to the EE network, so if you're trying to do this whilst abroad, the activation won't complete correctly. 

I want to make sure you get the best support we have available on this though, so just to be sure, where did you get the email address that you're corresponding with at the moment?

If it's not been logged as an official complaint with our dedicated complaints team, I would definitely recommend filling out our webform here so this can be logged as a complaint case.

Peter