So. After having no Data Service on my own Business Phone for a week and numerous phone calls to Business Customer Services, then having my phone in effect “barred” for 80 hours and then numerous SIM updates, I am still NOT entitled to upgraded to EE with my 5 phones…
This is the full audit trail of my dealings and problems:
1. Wednesday 24th July Safeguard removed using my account.
2. Thursday 25th July, multiple daily SIM updates received as happened in April 2013
3. Called BCS on 25th July and explained problem. CSR has never seen “failed transactions in CSS before” and raised fault.
4. Daily SIM updates received of around 10 per day and BCS rang again on Monday 29th July as not resolved. CSR was surprised this hadn’t been fixed and escalated. I explained I was to be going on Holiday on the 31st and wouldn’t want to experience issues whilst away.
5. SIM updates continued on Tuesday 30th and Wednesday 31st and then at 09:31 final batch we sent.
6. Data Services were removed from my account after the last batch of SIM updates. A number of calls made to BCS and Leanne Atkins (who was very helpful) did try and fix my problem but had to resort to sending me a new SIM. This was not necessary and what SHOULD have happened was that my account was fully rebuilt in CSS! I also won’t go in to the various amounts of stress this caused whilst away from home for 8 days – when I needed data services the most!
7. I swapped the SIM card with my daughters iPhone and the fault went with the SIM card.
9. Whilst away I also asked BCS if I could migrate my 4 existing phones to EE and add another. I was told that I would have to buy out of this account or wait until November 2013 to use your 4G services. I was also told that EE is a separate company to Orange (which I was also told in April when I last tried to upgrade to 4G). Having 4 phones on three accounts with 3 separate direct debits is not working for me.
10. I returned home on Monday 5th August still with no data services.
11. SIM card received on Wednesday 7th August and I tried to perform SIM swap using the 0800 number – which failed. Ruth (IVR) suggested I tried the Your Account portal, which I did and the SIM swap was successful and full service was restored later on the 7th August. I emaield Leanne Atkins to thank her for her help.
12. On Wednesday 7th August I emailed Exec CS and received an automated response, thanking me for my email.
13. On Thursday 8th August I arrived at Stonehouse station to obtain my train ticket using their app, however I couldn’t as my phone was showing NO SERVICE! And on ringing the number a message stating “you have dialled an incorrect number”.
14. Leanne Atkins advised of No SERVICE by email at 09:13. BCS contacted via phone at 11:37 again, they saw failed transactions in CSS. No response or update.
15. Leanne responded at 17:53 and asked for my MSISDN and SIM number which sent through. She responded at 19:04 and informed me “her systems were down so she couldn’t check”. Email sent to Francoise Clemes at 19:10 . Email sent from Leaane at 19:52 to ask if my phone was working yet – it wasn’t!
16. Rang 345 again on Friday 9th August and was put through to Tech Support (James) who stated all looked OK. I asked him to check the HLR and he said I had been removed from the network. He raised a fault under IM1095948 and I asked him to prioritise it. I asked him to escalated it and he said he couldn’t but would see if his Line Manager was available however he wasn’t. I informed him I was giving him “Time of Essence” and saying that I would hold EE in breach of contract if full service was not restored by 17:00. He said I was being unreasonable. I also gave him another contact number for me. His manager never called me and I still had no service and my number when called gave the impression my account had been terminated.
17. Email sent to Olaf Swantee at 13:32 Friday 9th August – however I wouldn’t expect him to respond and I know he is away.
17a – Friday 9th at 17:00. Letter sent to Patchway Post Box address advising a Time of Essence for fixing my fault and I would hold EE in breach of contract.
18. Email received by Exec CS at 14:46 advising my fault had been fixed and when Dawne attempted to call me it appeared I busied her. I was actually flying at the time and my phone had not attached to the network since Thursday morning. Incidentally the short burst of ringing received before voicemail is supplied by the mobile network when the voicemail platform doesn’t respond quick enough and is to stop the customer hearing a brief silence.
19. When I switched off my phone and turned it back on again I could make voice calls but no Data Service again!
20. I emailed Exec CS again 18:47 to advise but got no response.
21. No data services on Sunday 11th August.
22. 12th August. Had a call from James again to ask if my service was working at 10:11. I said that I had voice and SMS but no Data, again. He said I had failed transactions in CSS again. I asked if he could contact Exec CS for me and say he’d spoken to me and he said he couldn’t but would add a note on my account.
23. 12th August at 11.48. Exec CS emailed to advise of still no data services. Automated response received but no follow up.
24. 12th August just after midday. I received the usual SIM updates again and then I turned my phone off and back on again. I had 3G and data services again.
25. 12th August at around 15:00. data services disappeared and when I turned the phone off and on again I had no Service and when my number was run I received number unobtainable.
26.12th August at 15:48 Exec CS emailed to advise of total loss of service again. No follow up.
27. 13th August. Turned the phone off and on again at 6.01 and received around 15 SIM updates. It would appear that my service has been restored apart from Visual Voicemail, however I can live without that!
28. 13th August 14:35 – multiple SIM multiple SIM updates received. Data service lost until phone power cycled.
29. 13th August 16:36 – updates received. Data service lost until phone power cycled.
The phone appears to still be working, however I really have little confidence that I won’t lose Data Services or worst lose total service again. This will be likely (based on previous experiences since April 2013) if I have any products added or removed to my account.
Exec CS have again not responded to my two emails of last week!
Oh well. 
