EE/TM customer support.

Deleted User 234324

Deleted User 234324

Deleted User 234324

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So basically got an ongoing issue with the above and its getting to the point where I can't be bothered with the hassle but dont want to lose out.

So the story goes. 26 march I call up TM support requesting PAC code as I wish to look elsewhere for a better deal and keep my number as its used for work.

2 days later I call from detentions offering the HTC one m8 on EE on a pretty good deal. I accept and think that's it. Waiting patiently for my new ohone , it arrives the following day. I quickly open the box and have a play with it. It was at this point I realise that my old sim card won't fit. Its a micro sim and the new phone needs a nano sim. So I jump on the phone and call EE support who say they will sent out a new sim but it won't arrive until Monday. Being Friday I ask if I can just go to store instead they agent says yes but there might be a charge. Doesn't matter I reply. I go to a store get a nano sim and am told it should activate in 24 hours.

A day passes and still nothing. In the mean time my old phone can now no longer receive calls or send/receive texts so I am basically without a working phone. I call Up again and they check the details and say wait 24 hours and it should be working. This continues for 10 days, without a working phone I say OK enough messing about about cancel this upgrade and out me back on TM. They comply and my old phone is back up and working within 24 hours.

I then find a better deal elsewhere and proceed to use my PAC code. Which to my surprise doesn't work so I call up asking for a new one. They cannot provide one yet due to the reverse migration. It has now been 2 weeks since then and from latest call this morning it will be anything up to a week before they can provide one.

It is my understanding they are required to provide a PAC code within 48 hours of request. What do I do now because I'm losing work on a daily basis because people can't get me and it would cost me more to get business cards and advertising re printed with a new number.
 
Call them again and escalate the call. The reverse migration thing is an absolute bag of ****.
 
You get 14 days to return the phone with ee. Just sent a upgrade back as they sent the wrong colour. Had to pay £7.15 to do it. I will be getting it back.
 
The call has been escalated god knows how many times and 3 times in the past week I have basically been lied to with false promises of someone calling me back. Today's call basically the guy said he has escalated the case to some department but it can take up to 6 days for them to reply.

Essentially it's been a month of being messed about.
 
EE/TM "support" have been utterly terrible for a couple of years now. They don't do what they say they will. Repeatedly. Escalating makes no difference unless you get lucky and get someone in the UK who can sort it there and then.

I got out as soon as they unlocked my phone. One of the lads at work has been waiting three months for an iPhone unlock after he left before it came through.
 
Madmossy, Your experience very closely matches my recent issues with EE.

My T-Mobile contract had reached expiry at the end of March and the deals offered by retentions were very poor. I therefore decided to request a pac code on 2 April with the intention of moving to 3. However subsequently, I saw a very good deal through a third-party provider for an HTC M8. I therefore completed the deal as an upgrade online (having checked with the retailer that a move from TM to EE is treated as an upgrade/migration by EE) and received the phone the next day with a nano sim.

At this point, the problems began as despite completing the sim migration process, my number failed to port over to the new nano sim. Like yourself, there followed several phone calls to EE and was told twice it had been "escalated" with promises that I would be contacted within 24 hours, none of which have been received.

The third party from whom I purchased the phone have been excellent as they are linked to EE and have also been chasing. They were advised that there is an error on EE's system where my number is showing as migrated, but it has not actually transferred - apparently, the "migrate" button on EE's screens is greyed out. They are therefore unable to provide an estimated timescale to fix the issue.

This problem has been ongoing for a couple of weeks and the third party provider was therefore happy to cancel my contract on Thursday and I have returned the phone to them for a full refund. Like you, I've got to wait for the migration to unwind itself but fortunately, my existing phone has not been disconnected. I'm then going to request a new pac code and transfer out to the 3 network.

Needless to say, I'm very disappointed with EE. I have three contracts with them and suffice to say, I will be moving all of them away from EE as they expire. All companies experience problems and it is how you treat your customers when issues arise that distinguishes good from bad. In this case, I really do feel that EE is not interested in my business with very poor renewal offers and when the problems arose, nobody contacts me despite several promises. Hope that you get your problems resolved.
 
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Sounds like its a common thing with EE then, I was fortunate enough to have recorded my conversations with EE so should the time arise where they try shaft me by charging for contract they will get the book thrown at them as they blatantly lie several times on the phone to me.
 
tbf i was offered a upgrade on a sim only deal, which involved moving from TM to EE, i accepted, and 6 hours later i changed my mind, called up explaining and the reverse migration took 1 day, then i called to get my PAC which worked fine

seems you have been unlucky!
 
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