I feel your pain here - I had so many issues with another mobile company - they were terrible and their network kept going down, not great when I’m using it for business. I don’t think I can say their name for obvious reasons, but if I did I’d probably say it a “few” times….I decided to try EE on recommendation from a friend. I signed up with EE, didn’t receive the SIM on time but they still started charging me. Received the SIM, without a pin to allow me to access / replace / open the current SIM holder. I bought a pin myself to be able to change the SIM cards, I was then able to do so. This was a week into their contract and their app was showing me I hadn’t used any data - which obviously I couldn’t. Whilst trying to explain this to their customer services that I shouldn’t be paying for a service I couldn’t use, they wouldn’t agree to start my contract only when I could use their services. I realise this may sound very petty, it was one week that I couldn’t use the service and it would have only equated to around £10! - But to me, it is the principle and just “being fair” . The EE team, in their wisdom stated it didn’t matter, I’d agreed a contract. It seems strange - if the new SIM didn’t appear and wasn’t activated - am I still liable, even though I’m still using and paying for my previous provider. What makes this more annoying and worse, I even have a text from EE saying the pac transfer is now out of date! (It wasn’t, they last a month and I’ve still got the text). I really don’t think they realised I was a new client, with a cooling off period. - I’d had enough and just decided after this experience, I will stay with my current provider. Before telling them this - I gained confirmation from EE that proceeding if I cancel this request, my previous provider will then be able to continue with my supply with zero interruption. This was agreed and confirmed (I have screenshots). The next day I receive confirmation my EE agreement is void / cancelled. All fine. - then the day after a text from previous / current supplier “we’ve now disconnected your service”. I was with no phone for two days, my number I’ve had for years I couldn’t access and I couldn’t access EE for any support. I was lost and panicking without a phone or number. I then asked my previous company to reinstate and I’ll agree a contract with them - they couldn’t do anything as EE now held the number. I could only get in contact with EE from someone who had an EE account, but they were still reluctant to speak to me as I used my friends account to speak to me. As I couldn’t go anywhere else and I needed to keep my number, I had to agree to EE’s terms. I felt I was held to ransom.
They offered to refund me for the time that I had paid that I wasn’t allowed to use their service - I stated that is fair and that’s all I have been asking for, but you’ve now taken my number and made me unavailable for two days, without my permission to take my number. Absolutely disgraceful experience I’ve had and communication via the app is terrible - that said - when using someone else’s account and was able to speak to them - very understanding and apologetic - even saying “you’ll have compensation” and apologetic. Rant over!
