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Tmobile/EE customer service is pretty awful at the moment. I’ve only stayed as its the only network that works at home and their roaming tariff of £60 month for all uk and calls when outside the uk (most countries) is stupidly cheap compared to anyone else. After much help from a friend of a friend I obtained the following number which takes you through to the highest level of customer service and they do actually sort your problems without being obnoxious or giving abuse….0870 870 0862