EE No Service since upgrade- possible bad account profile.

PaulTurner1975

Hi there,

I’m looking for some help on an issue I’ve been having with EE since I upgraded a few weeks ago.

My previous EE 2yr deal ended back in March 2016. Had no problems or service issues in this time.

On Saturday 7th May I upgraded to a new handset (Iphone 6) and 2yr tariff (keeping same number) in-store at Carphone Warehouse and was also given a new sim card. The new sim card was inserted into the handset and I was told it may take up to 24 hrs to activate – No Service shown on phone for the rest of the day. Unable to make calls or texts, wifi ok. My old handset/sim card also now showed No Service.

Sunday 8th May - 24hrs later and No Service still displayed on phone. Call to EE to explain this, representative performs network/account refresh and asks for phone to be restarted. Service restored, now able to make calls and texts. At approx. 11:00pm No Service is again shown on phone, unable to make calls or texts.

Monday 9th May - Call to EE again on and another refresh carried out, full service restored, able to make calls and texts. Approx. 11:00pm No Service shown on handset.

This cycle then continued from Tuesday 10th May until Thursday 19th May – late every evening my handset would show No Service and every morning I would call EE to get an account refresh which would enable me to make calls, texts and used mobile data. Twice during this period the issue was progressed to 2nd Tier Technical Support who said my account profile is corrupt/incomplete and needs to be rebuilt. Both times a dedicated reference ticket number was issued. The first ticket was closed on Friday 13th May and I received a call from EE resolutions telling me that the problem had been fixed. However later that day No Service was again shown on the handset.

More calls to EE were made over the weekend to refresh the account so I could make calls, texts and use data. On Monday 16th May the issue was progressed to 2nd Tier Support for the second time and the daily cycle of No Service/calls to EE/restart handset continued. On Thursday 19th May a network refresh was carried out and the handset showed full service overnight and into Friday morning. EE resolutions called to check that everything was ok and said they will call again over the weekend to confirm the issued has been resolved. Another call received from EE resolutions on Sunday 22nd May and the phone still showing full service, the ticket is closed again.

The handset showed full service and I was able to make calls, texts and use mobile data until Thursday 26th May when No Service is again shown on the handset. Calls made to EE on the Thursday, Friday 27th, Sunday 29th and Tuesday 31st May each time an account refresh is promised which may take up to 24hrs to complete with no success. No Service has been showing permanently on the handset for the past 6 days and am unable to make calls, texts or used mobile data, only wifi is available.

I am now into my 4th week of a 24 month contract and am starting to feel like a parrot having to call up every day for an update!

I feel like I have been pretty patient over the past 3 and a bit weeks but I’m starting to become increasingly frustrated and am looking for advice on how to proceed when I next call them up!

Is this anything anyone can help with please?

Thanks in advance

Jon_01

Sounds like a major issue with your settings on the network server.

Yon need a new sim at the very least, if that doesn't cure the problem then a new acc needs to be created and all your info re-entered by hand from the old acc so any faults don't port over to it.

You need to talk to a team leader not the csr's.Their systems are limited. But I can't work out why 2nd line support couldn't fix it? So it might need bumping to network support to investigate it...

System

Go into an EE store and get them to call up for you.
Escalate the issue if not fixed in 24 hours.