MSE News: EE users suffer mobile problems: What are your rights?

Anoneemoose

dealer_wins wrote: »

Seriously are you really suggesting making a complaint for 1 evening loss of service!!

Completely agree with this. I can't believe MSE are telling people to complain...really?

Their T&C's covers things like this and I can understand if it was a prolonged outage but again, really? It was for less than. 12 hours.

Their t&c's also state they don't offer compensation for loss incurred because of things like this.

I am on Orange still with my old leaver's discount but my husband was affected. No biggie!

Nodding_Donkey

I don't think you understand how much a number of their customers hate EE. Any stick to beat them with is a good thing imv.

Anoneemoose

Nodding_Donkey wrote: »

I don't think you understand how much a number of their customers hate EE. Any stick to beat them with is a good thing imv.

Judging by the number of posts on here about them, I believe I do understand. I do however think it is wise sometimes to 'pick your battles' and complaining about being offline for 12 hours is not worth it imo.

I also can't remember the last time the energy companies compensated for a power cut which, some would argue, it much more detrimental to people!

Anoneemoose

In addition, the title of this is 'What are your rights' - compensation culture ahoy!!

As far as I know, you don't particularly have any 'rights' to anything other than an apology seeing the issue was resolved relatively swiftly!

I'm all for moneysaving but this is a step too far!

50Twuncle

I agree that a simple loss of connectivity for a few hours overnight is not cause to claim compensation but when it is combined with all the other issues caused by ee (Who, incidentally don't give a fig about their customers) - then YES - CLAIM EVERY PENNY THAT YOU CAN !!
Make life hard for ee - as they try to make life hard for their customers.

Anoneemoose

50Twuncle wrote: »

I agree that a simple loss of connectivity for a few hours overnight is not cause to claim compensation but when it is combined with all the other issues caused by EE (Who, incidentally don't give a fig about their customers) - then YES - CLAIM EVERY PENNY THAT YOU CAN !!
Make life hard for ee - as they try to make life hard for their customers.

I can understand your sentiments and of course, there is no harm in trying. The point is though, you are not 'enititled' to anything so when they refuse your request for compensation, there's not a lot more you can do in regard to this!

50Twuncle

Anoneemoose wrote: »

I can understand your sentiments and of course, there is no harm in trying. The point is though, you are not 'enititled' to anything so when they refuse your request for compensation, there's not a lot more you can do in regard to this!

That's not necessarily true - if anyone manages to get a case by CISAS - It will cost ee in time if not money coming up with a defence - it will cost the complainant diddly squat !!

KeenCyclist71

EE are in my bottom three of companies, and that is saying something as a former debt advisor. I "upgraded" to a new phone that was worse than my old one, and I can't access any details of my account now. I tried to ring customer services and was on hold, or asked super hard security details like how much was debited from my bank (which was hard as I couldn't access my online bills). Anyway even when I waded through that and advised I wanted to complain they put me on hold for 14 minutes (thanks to the American office!). I gave up and found some quite good tips via Facebook strangely, as there are a lot of angry people out there, and at lest they respond to FB comments as they are so public.

This is a good website, but a quick tip emailing CEO Olaf doesn't work; assume his account has been swamped or deleted. Just email everyone, and BCC it. I did get a response from Executive Office asking for my contact numbers (hello? You supply my mobile and landline?), asking me to ring, did so, and they are out the office until middle of next week.You couldn't make it up could you? It's a "splattergun" approach and not one I would use at work, but I've written a letter, complained to Customer Services, so what to do eh?

Escalate to a Deadlock Letter I'd suggest then take to Ofcom. If they threaten you with court action at least you have the evidence that you are being the reasonable party.

I can't post link apparently but just type in EE & Complaints and Making a complaint and it should pop up. The website is eecomplaints.co.uk.

Anoneemoose

50Twuncle wrote: »

That's not necessarily true - if anyone manages to get a case by CISAS - It will cost ee in time if not money coming up with a defence - it will cost the complainant diddly squat !!

I highly doubt CISAS will take the case on when the issue was resolved in a reasonable amount of time.

Anoneemoose

KeenCyclist71 wrote: »

EE are in my bottom three of companies, and that is saying something as a former debt advisor. I "upgraded" to a new phone that was worse than my old one, and I can't access any details of my account now. I tried to ring customer services and was on hold, or asked super hard security details like how much was debited from my bank (which was hard as I couldn't access my online bills). Anyway even when I waded through that and advised I wanted to complain they put me on hold for 14 minutes (thanks to the American office!). I gave up and found some quite good tips via Facebook strangely, as there are a lot of angry people out there, and at lest they respond to FB comments as they are so public.

This is a good website, but a quick tip emailing CEO Olaf doesn't work; assume his account has been swamped or deleted. Just email everyone, and BCC it. I did get a response from Executive Office asking for my contact numbers (hello? You supply my mobile and landline?), asking me to ring, did so, and they are out the office until middle of next week.You couldn't make it up could you? It's a "splattergun" approach and not one I would use at work, but I've written a letter, complained to Customer Services, so what to do eh?

Escalate to a Deadlock Letter I'd suggest then take to Ofcom. If they threaten you with court action at least you have the evidence that you are being the reasonable party.

I can't post link apparently but just type in EE & Complaints and Making a complaint and it should pop up. The website is eecomplaints.co.uk.

A deadlock letter for what? The fact you were without service for a few hours? This thread gets more hilarious with each post.