no phone service for 20 days, can i cancel?

jamesmorris86

jamesmorris86

jamesmorris86

Associate
Joined
11 Oct 2008
Posts
268
My phone was stolen nearly a month a go now, I am with EE. I claimed a new phone through the insurance and a new sim.

When the new sim came, I activated it in store, yet no service.

I phoned them and they told me 24 hours, they then told me 3 days, then a week. Its now been 20 days and I'ts still stuck. No one can give me an answer. Even the managers say they dont know why its taking so long.

My question is, should i be able to cancel my contract without paying. Surely EE are violating some term regarding service? I will give the phone back. The contract is due to end in December this year.
 
Was your contract with Orange or EE? Do you have a copy of your contract terms? I assume it'd say in there although there may be some rules that cover every provider.
 
It was originally with t mobile but the new sim we recieved is an EE one, I also pay EE on the direct debit. Yes i have the contract but i cant see anything that will help to be honest :(
 
Make a formal complaint, that should get the ball rolling then if that doesn't work go to CISAS (the Ombudsman they are part of) and complain to them. I also see nothing in the terms and conditions but I do believe there is further legislated coverage.
 
Surely THEY are failing to provide the service THEY are charging you for.

Breach of contract

But knowing providers it'll never be that simple
 
Don't know if it's connected in any way but about a month ago i ordered a pay2go SIM from Orange and when it arrived it refused to connect to the network, i did'nt bother chasing it up as it was for my backup phone but a week later i got another SIM in the post out of the blue which connected straight away. So maybe they had a dodgy lot of SIM's.
 
I had mine replaced ~40 days ago and the new sim connected as soon as it was inserted into the phone, I would at least be insisting on getting the month free. Tmobile contract with EE simcard.
 
Steeps said:
I had mine replaced ~40 days ago and the new sim connected as soon as it was inserted into the phone, I would at least be insisting on getting the month free. Tmobile contract with EE simcard.
Click to expand...

I had exactly the same - I banjaxed my sim trying to cut it down to micro size to suit my new handset, went to the local EE store, had a new one set up and fitted it which worked immediately.

I'm guessing that if your sim was set up in store, they screwed something up. You could try and go to a different EE store explaining your problem and ask them to try setting a new sim up for you.

As for the whole 20 days without being able to use the phone, customer service is your best bet.
 
Firstly, don't cancel your direct debit - they will likely refunded you loss of service once the issue has been fixed. Cancelling your direct debit will just show as a black mark on your credit history for failure to pay.

Continue to make official complaints, escalate through the relevant management paths and ultimately to the ombudsman.

Seriously though, stop getting worked up about it. It's only a mobile phone - yes it's inconvenient but not exactly life threatening or stopping you getting on with your life. You still have internet (clearly). If it's a massive problem then get a PAYG SIM as a temporary stop-gap (note I said above that you'll likely receive a refund for loss of service when it's fixed).
 
You must log in or register to reply here.
Back
Top Bottom