EE Customer Service Issues

I ended my contract as I am now in Southeast Asia and kept my phone number on pay-as-you-go with an additional £10 credit. I was informed to send a text every 4 months to maintain my number. However, after just over two months, I couldn't send the text. When I called [redacted], it mentioned my phone was blocked due to non-payment. While my number can still receive calls and texts, I'm unable to text to keep it active or register my device. Whenever I attempt to register, the site indicates upgrades or other issues. I'm uncertain about my remaining credit status. Please reach out via email with any assistance to address this problem. The device phone number is +[redacted]05. Thank you.

Hello, I need help with my mobile device issue. My phone unexpectedly lost service after working fine earlier in the day. I tried troubleshooting by removing the SIM card and rebooting the phone, to no avail. When I contacted EE customer service, my number couldn't be recognized for verification. Even after checking the EE app for details, I was logged out, and my number remained unidentifiable. I would appreciate any assistance you can provide. Thank you.

I lost my phone and requested a replacement SIM card on June 6th through the website. I was informed it would be added to my bill. After 2 to 3 weeks without receiving it, I reached out via Twitter, but they requested a contact number I didn't have. While waiting, I purchased another SIM card, added credit, and didn't receive any minutes/data/texts. Now, on August 21st, I am still without a SIM card and haven't paid my bill due to the lack of service. I am disappointed and frustrated by this experience. As a long-time loyal customer, I feel let down. I can provide screenshots of my Twitter interactions if needed. Thank you.

Hello, my name is Leanne Gibbons. I received a text message from EE regarding a free 500MB data boost the next time I purchase a pack. I topped up, bought a pack, but have not received the data boost yet. Earlier, I bought an add-on of [redacted] minutes that ran out quickly even though I didn't use them all. Also, when I top up, EE deducts some credit for unknown reasons. I am left without any credit or much data. Could someone from EE please call me to address these issues? I won't be able to read emails as I have no internet on my phone. Thank you.

I recently purchased a mobile phone for my 96-year-old mother for added security. She has not needed to use it, but recently received a text from EE stating that if the phone remains unused for six months, they will deduct any remaining balance and disconnect the number within three months. When we bought the phone, the assistant who helped us didn't mention this policy. The phone number in question is [redacted]9.

Hello, I am Marian Weber. My previous account number is [redacted]. I resided in 16 Meadowlands, Antrim - BT414EU, United Kingdom but have since moved. In July, I sent a letter requesting to cancel my internet contract due to our relocation. In late August or early September, one of your employees contacted me, and I confirmed the cancellation over the phone as well. Our former landlord retained the letter I sent concerning the cancellation, which also mentioned a payment. Please inform me about the contents of this letter since I no longer live in Northern Ireland and do not understand why payment is being requested if the contract was terminated in July as I had communicated via letter and phone call. I believe you have recorded our conversation where I confirmed the cancellation. Kindly review it to clarify why I am still being contacted for payment when I no longer utilize your internet services. Thank you.

I am reaching out regarding my mother's account transfer from BT to EE. Since Wednesday evening, she has been without phone or internet service. Despite assurances of updates from EE on Wednesday and Thursday, we have received no contact. The provided temporary number does not function, and attempts to reach an agent via the phone system have been unsuccessful due to an error message indicating the number is incorrect. Given my mother's distress at being 84 years old, I am contacting you as an authorized individual to act on her behalf and request your prompt assistance in resolving this matter.

Last Thursday, March 28th, I attempted to top up my phone using my debit card by calling [redacted]. Unfortunately, the first attempt was unsuccessful, prompting me to retry, which was then successful. I added £15 credit, along with [redacted] minutes, unlimited texts, and a 2GB data pack. Later, I noticed a duplicate charge of £15 on my account but only received one confirmation text for the £15 credit. I contacted my bank, and they advised me to reach out to address this issue and requested a transaction number for further assistance. Thank you. Kathryn A.

Hello, I am writing to inquire about the possibility of terminating my contract early. With approximately 5-6 months remaining, I am finding it challenging to keep up with the monthly payments as I am currently traveling the world for a year and unable to use my phone. I have been a loyal customer and would like to return to an EE plan once I am back in the UK. Any assistance or advice you could provide would be greatly appreciated. Thank you, Lucy

On May 17, I upgraded my phone online but forgot to add insurance. After calling the upgrade team at [redacted], they agreed to cancel the first upgrade and refund the £50 handset cost. I then went back on the website to do another upgrade for the same phone, paying another £50 for the handset. On the delivery day, my phone was mistakenly delivered elsewhere. When the driver finally arrived, there was a misunderstanding as he wanted to enter my house, which I declined. I later noticed that £[redacted] in total was charged to my bank account. Despite contacting both the payment center and upgrade center today, I was informed that I won't receive a refund immediately but that my direct debit will be temporarily canceled, and a representative will collect payment before reinstating the direct debit. I am very unhappy with this situation and the treatment I have received. I have been a loyal customer for years and never experienced such issues. I hope to have my money refunded and receive compensation as soon as possible. I am disappointed with the service provided by EE and feel like my concerns have not been taken seriously. The lack of attention to detail is concerning, and I feel undervalued as a customer. Sincerely, Giuseppina Haye

I would like to address two concerns with EE: Firstly, when I signed up for a new phone contract, I was not fully informed about the details. The salesperson at the EE shop offered me a deal with a free phone and a sim with 5gb data, which sounded good. However, I later found out that another sim card was needed to access most of the data, and I had to gift myself data every month, something I was unaware of and had not agreed to. Secondly, I have been unable to access the EE app to gift myself data for the past three days, causing me a lot of inconvenience during a busy work week. I have tried numerous times to use the app without success. I am disappointed with the customer service I have received from EE and the lack of assistance in resolving these issues. I expect the data transfer to be done promptly, and I would like a resolution for the monthly data gifting problem without continued inconvenience. If these issues are not addressed, I will be escalating this matter to the ombudsman.

Hello, I feel like I might have been misled by the deal I got from EE for my mobile phone. After spending £10, it seems like I got nothing in return. During my visit to the Macclesfield EE store, the nice and helpful young lady who assisted me should have the dates and payments on record. I clearly explained that I wanted to use my old Nokia/Orange phone as a backup in my car in case I forgot my current LG/Three phone. I rarely forget my main phone and my car has never broken down since I bought it. I paid £5 for a new SIM in the store and later topped up another £5, although I didn't expect to need it. I thought I was getting a Pay As You Go service, but it seems I may have been sold a different package that looked like better value. I was told the initial £5 would keep rolling over as long as I made a call each month to keep my number active - even a call to [redacted] would suffice. I did make a few calls to [redacted] and some unanswered calls to my LG/Three phone, maybe my partner's EE/iPhone, and my landline to show the new number as missed calls on those devices. Your website suggested that after the second £5 payment, it would renew continuously from 08 August, but now it seems to have expired. Instead of paying just £5 for extended use of my old phone, I feel like I ended up paying £10 for nothing. I'd appreciate it if my credit or package could be reinstated, or a refund of my £10 if there was an error. Could you also confirm how often I need to make a call to keep my account and number active, and if calling [redacted] is sufficient? Thank you, Neil M.

I missed the deadline for my mobile phone bill, which led to my services being suspended. Despite paying my bill, I can't reach EE as I'm constantly redirected to the automated payment system. I settled my bill around 12:30 am on Friday, August 9th, but my services are still inactive. The funds have been deducted from my account, confirmed by my daughter via online banking. It's crucial for me to have my services restored promptly since I have urgent calls to attend to.

I attempted to install an eSIM on my replacement iPhone XS Max from EE. The first replacement phone had multiple glitches, and the second one, which is only a week old, encountered issues when I tried to install the eSIM. During registration, an error message appeared stating the main physical SIM was not authorized, resulting in the loss of mobile number and text capabilities through the main SIM. Currently, I can only access the internet through WiFi. I have reached out to request a replacement SIM and eSIM.

Hello, I am from Germany, and I purchased an iPhone 4 on eBay a few years ago. Unfortunately, it is from the UK and locked to T-Mobile, which I was not aware of at the time of purchase. I never contacted the seller and could not use the phone. I believe the contract period should be over, or it has been more than 24 months, making it eligible for unlocking. I hope to have the device unlocked by EE UK now. I have reset and updated it, but my German SIM card is not being recognized. I kindly request assistance in unlocking my phone.

I am currently overseas and unfortunately, I am unable to pay my upcoming monthly bill of 31.42 pounds for November that is due in two days. I kindly request to defer this payment to next month's bill due on or before the 17th of December when I return to the UK. I have always been prompt with my payments, as reflected in my credit record. My contract with EE for my phone and tablet is concluding next month in December. I want to express my satisfaction as a customer and mention that I have not encountered any issues with EE. I have no hesitation in recommending EE to my acquaintances. I greatly appreciate your consideration of my request. Thank you, EE. - Mrs. Catherine Amadi

I am seeking information and support from EE. I'm interested in EE's 4G home internet with a signal booster. The signal checker indicates a good 4G signal for my postcode and address. However, the pin on the map is misplaced about 2 miles away from my actual location in Argyll, Scotland, postcode PA31 8RJ, Succoth. I have poor 4G and no 2G signal indoors. Despite contacting EE, they seem not to grasp the issue. I require them to assess the feasibility of a 4G home internet installation at my correct address in order to proceed.

I recently purchased a secondhand iPhone 4S in Australia that is locked to your service. I would like to unlock it as I am already using a different provider. I have attempted to unlock it through your website, but I do not have the original phone number linked to the device. Therefore, I have reached a roadblock and have been finding it challenging to resolve without direct contact with your team. The only information I have is the IMEI number: [redacted][redacted]. My email address is [redacted] I hope this message reaches your team. Thank you, Daniel

I recently upgraded to an iPhone 11, but I've been experiencing signal loss and internet disconnection issues. To resolve this, I have to switch to airplane mode and back numerous times a day. I had my provider check my broadband, and it seems to be working fine since my partner's phone has no issues on the same network. It appears that the problem lies with my new phone.

I would like to clarify the following: 1) Can a new number with EE receive FREE INCOMING calls and texts from the US? 2) Is it possible to create a new contract that allows for WiFi calling? It appears this may require a monthly contract, and I will be in Scotland for 4 months. How does this process work? Would it be more advantageous to go with a "package" or a monthly plan? My aim is to have a substantial data package, no roaming charges within the EU, around 16 hours of calling per month, a generous text bundle within the UK and preferably the EU, as well as WiFi calling when connected to WiFi (including to and from the US). Thank you.