EE Customer Service Issues

I apologize for any errors as I'm using a microphone to speak due to being visually impaired. I recently discovered I've been unknowingly charged for a SIM-only contract for possibly over two years, accumulating over £[redacted] in monthly charges. The bank alerted me to the overdraft caused by these charges, and despite being refunded only £60 by the provider after a distressing phone call, I am now facing significant debt and stress. My attempts to contact the provider were unsuccessful as the number provided didn't work. This ordeal has worsened my health condition, leading to severe migraines. I seek advice on how to address this matter via email since phone calls are overwhelming for me. Your assistance in finding an email address that I can dictate a message to would be greatly appreciated. Thank you for your understanding. Best regards, Liz H. P.S. I have been with EE for about five years beyond my contract period and only recently realized the excessive charges I've been incurring, far beyond my expected monthly bill of £17.

Hello, my contract ends in May. Unfortunately, my iPhone 8 is running very slowly, and the battery life barely lasts half a day. Despite being a loyal EE customer for nearly a decade, I have never received any discounts on my contract. Due to this, I do not plan on renewing my contract with EE once it expires. I believe I can get a better phone for a lower price elsewhere, as many companies offer discounts mainly to new customers.

I am having trouble reaching out to you, which has been quite challenging. My inquiry concerns my son's contract, which I pay for monthly through my account. Despite his upgrade a few months ago, we have noticed that the bill has remained high. Upon reviewing the bill, we discovered an unfamiliar number and charge related to an EE tablet from my son's previous package. We were not informed that it would carry over to the new contract, and we never even used it. Furthermore, the sim from this tablet is now being used in an iPhone 5s, which does not belong to us. I request the removal of this charge and number from my son's bill, as well as a refund for any costs associated with the iPhone 5s. The details are as follows: My son's phone is an iPhone 11 Pro with the number [redacted]5. The tablet linked to the old contract is an EE tablet with the EMS number [redacted]7 (being utilized in an unrelated iPhone 5s), incurring an extra £11.57 per month. My name is Amanda Lamb, and the bill is paid from my account. You can contact me via email at [redacted] Kind regards, Amanda.

Hello, my daughter is currently in the hospital due to her extended stay during this difficult time. She has been relocated to a ward without televisions where she has very limited contact and no visitors allowed. I am seeking assistance to arrange a one-time charge for a month so she can watch TV on her laptop without incurring a large bill. I wouldn't usually ask, but as her mother, I feel compelled to improve her current situation. Her name is Martine Richards, and my name is Nicky Gent. Thank you.

I have been an EE customer for a long time. Today, when I logged into my account, I noticed that my old number is still active with a balance of £98 due. The contract for number [redacted]2 was canceled last year, but bills are showing up, and I am puzzled by this oversight on EE's part. It is causing me stress during an already challenging time. The monthly amount mentioned does not match what I remember from the old contract, which was around £40 monthly. I urgently need this issue to be resolved. I await a prompt response to my email to address this situation. Thank you, Stacey M.

A few months back, I contacted to cancel my phone contract. During the call, the representative suggested setting up an automatic cancellation for my iPad in January, to which I agreed. However, upon checking my ClearScore recently, it shows an overdue balance of £[redacted] for the iPad that was supposed to be cancelled in January. I believe this is an error as I was assured it would be taken care of automatically. Given my current financial situation due to losing my job because of the pandemic, I cannot afford to pay for services I believe have been cancelled already.

I'm currently in Trinidad due to lockdown and unable to return to the UK until July as borders are closed. Unfortunately, I don't have service with EE, and my debit cards are blocked by the bank, leaving me with no access to funds to call my banks for assistance. I urgently need roaming to contact my banks, travel agent, airline, and other essential services due to the COVID-19 situation. I'm in urgent need of funds to buy credit for my phone and access my bank accounts. I'm also in need of medication for an additional two months. I'm seeking assistance for free roaming from EE for about two weeks to a month to manage these critical communications.

Hello, I have an interesting story from the summer of [redacted] when I worked the night shift at a convenience store. I found a Samsung S6 Edge left on a display and turned it over to the local police as per company policy. Two years later, I was contacted to collect the phone since the original owner never claimed it. I tried using the phone after my Huawei broke, but it's locked to the UK and unusable for me. I am seeking advice on how to unlock it, even though I am not from the UK. If there are any procedures available, I would appreciate the information. Otherwise, it seems I have a fancy paperweight. Thank you in advance for any assistance. Stay safe! Best wishes.

I recently upgraded my iPhone and got a new SIM card. While transferring to my new phone, I accidentally paid for both SIM cards. I resolved the issue and decided to stick with my new number. I updated all my contacts with the new number, and everything seemed fine until last weekend. When I tried to login to my Amazon account, I couldn't remember my password and had to reset it. However, getting the verification code required accessing my old number, which I no longer have access to. I've been trying to resolve this with Amazon through emails, phone calls, and online chats, but I haven't had any luck and have spent hours in circles without a resolution. If anyone has any advice or suggestions to help me regain access to my old Amazon account, I would greatly appreciate it.

While I am in Sri Lanka, my HUAWEI P Smart phone needs repairs urgently due to a cracked screen and flickering issues. Despite my upcoming upgrade next March, I must have access to my phone now. I am considering a local repair shop but worried about potential data security risks. Can the repair technicians hack into my phone and access my sensitive banking information stored on the device, including my bank account and credit card apps that are protected by passcodes? I have already removed the SIM card to safeguard my information, but I need reassurance before proceeding with the repair.

Hello, I recently signed up for two contracts about 10 days ago. The first contract is for a 4GEE WiFi dongle with 5GB per month, and the second is a 100GB/month SIM card. I requested to keep my Vodafone number as the contract was due to end on the 4th of November [redacted]. The WiFi is working fine, but I noticed my number has not been transferred to EE as requested. I'm wondering if I need to contact Vodafone regarding my old contract or if this could potentially be an issue with my new contract at EE. I already noticed that both contracts with EE have been applied for as I was charged around £31. Due to the lockdown, I can't visit a store, and it's challenging to reach EE's customer service online. I would appreciate any guidance on the next steps. Thank you.

On November 10th at 9 a.m., I got a confirmation email saying the Xbox Series X was added to my EE pay monthly contract. However, EE hasn't charged me £10 yet, and there's been no email about when my Xbox will be shipped. I'm worried after seeing EE customers facing the same issue on Twitter. Despite choosing EE for the Xbox Series X add-on plan as a loyal customer, now the console is sold out everywhere! I need guidance on what to do next and when I can expect to receive my Xbox Series X. Thank you.

My phone is eligible for an upgrade at the start of February [redacted]. Unfortunately, it has been dropped and the screen is cracked. I am inquiring if it would be possible to waive the early upgrade fee so that I can replace the phone. As a long-standing customer, I have been with your company for many years. Due to mobility issues, having a working phone is crucial for me. The challenges posed by the COVID-19 pandemic have made this year particularly tough, especially since I have lost my job. I would greatly appreciate it if you could consider exempting me from the upgrade fee under these circumstances.

Hello, I reached out to BT yesterday to report the telephone supply cable severed from the pole at the curbside to the BT junction box at the front of our house. A truck next door accidentally caught and damaged the cable. Since we are EE customers, BT directed us to contact EE for assistance. The EE representatives tested the line and confirmed an issue. They have informed BT, who stated the repair should occur within two working days. Given our reliance on online shopping for essentials due to our vulnerable age during the pandemic, the loss of phone and internet services is challenging. We are unable to utilize the smart functions on our TVs. Waiting for more than two days for restoration feels inconvenient. Could the repair timeframe be expedited? Our address is 38 Lilford Road, Billericay, Essex, CM11 1BS. Our phone number is [redacted]0, and my mobile number is [redacted]0. Thank you, Paula Clarke

I have been using a Doro PhoneEasy [redacted] for years on a pay-as-you-go plan. Recently, I tried to top up and was guided to sign up for a £9.00 monthly plan, which I eventually opted out of. I struggled to get in touch with customer service due to a busy line. Finally, a helpful representative informed me that I had the wrong SIM card, as I was previously with Orange. He sent me a new SIM card, but it turned out to be the wrong size. I require a 3V type SIM card to suit my needs. My phone number is [redacted]2, and despite having funds in my top-up account, my phone has been disabled. This phone is essential to me, especially for doctor's appointments scheduled through text messages. As an 84-year-old with declining eyesight, I rely on this phone's features. I would appreciate any assistance in obtaining the correct SIM card. Thank you for your help.

I placed a phone order online with EE. After being informed to contact EE post-processing, I spoke with a sales rep who mentioned that I needed to pay a £[redacted] deposit due to a credit check issue. I couldn't afford it then, so I asked for a call back in a week. Despite missing multiple calls, I eventually called back once I had the deposit. I was then informed that my trade-in phone was not on their list, though initially, I was told it was fine for trade-in. A new order was placed without the trade-in, requiring a £[redacted] payment. After receiving a dispatch email, I later found out my order was canceled due to a supposed fraud issue. I was then told it was due to a failed credit check, which confused me as I had already undergone one. I feel frustrated and cheated out of £[redacted], making the whole situation stressful and disappointing.

I placed a phone order with EE online, but after being informed to contact them, I spoke to a polite sales representative. They mentioned my credit check was not strong, requiring a £[redacted] deposit and a trade-in which I couldn't afford at the time. After missing calls and following up, I managed to pay the deposit eventually. Unfortunately, the trade-in was not accepted, leading to a new order without it for £[redacted]. Upon receiving a dispatch email, the order was abruptly canceled due to fraud concerns. Despite agreeing to provide ID upon delivery, EE claimed it was due to a failed credit check which contradicted my initial approval. Seeking a refund, the confusion and misinformation have left me frustrated and out of pocket.

I have an iPhone 11 64GB on an EE plan I purchased in Cardiff. The plan includes 30GB, and my monthly bill is £54. I recently added AirPods and a Samsung Galaxy watch, increasing my total bill to £[redacted]. Last month, my bill was £[redacted].97, but I was in India and did not have enough money in my UK account. I added money to my bank by June 4th but the bill was not debited, so I paid through the EE app. However, a direct debit was attempted when there was insufficient funds. I paid through the app initially because it wasn't debited from my account. I'm currently in India and unable to contact EE. Can you provide me with your email address for further assistance?

Hello, around 8 weeks ago, I misplaced my mobile phone. I purchased the phone from Apple about 18 months ago, but at the time, it had an active ee SIM card inside. Subsequently, upon losing the phone, I deactivated the SIM card and obtained a new one. My mobile phone is insured with Halifax Bank, and they require the activation date of the SIM card prior to deactivation for insurance purposes. Communication in English is challenging for me, so a colleague who shares my language contacted your support. Following that call, an email was sent to me. However, the email only contained the deactivation date, which was not sufficient for the insurance company. I am in need of a written confirmation that includes both the activation and deactivation dates of the SIM card linked to +[redacted]77. Thank you.

My uncle sent me a Samsung S6 phone from the UK. It was not locked to any network when I received it. I used it with my local sim card without any issues until I performed a hard reset due to storage problems. After the reset, my phone no longer recognizes my sim card but shows full signal bars for emergency calls only. I contacted Samsung customer care, who confirmed the phone is fine and advised me to reach out to my network provider. However, when I tried contacting EE network, I couldn't get through. I would appreciate any help from this forum to unlock my phone. I am from Nigeria. Thank you in advance.