MSE EE deal

philipitous

Started service 22/05/14, they switched it around midday, no major problems. Kept same number.

Modem sometimes has to "dial" several times to get a connection especially evenings, but once connected is okay. However the line speed is 25% less than my old Talktalk line, and looks set to stay like that.

Torrents are "traffic shaped" until about 1am.

Polite over the phone. An initial billing problem was sorted ok the next month.

Had I known sooner about using a 18 service to get low-cost calls with Talktalk's basic package, I would have probably stuck with them. Even if the switch goes well, it's still a hassle having to change your email accounts.

There are some hidden extras with EE. £6 delivery charge for a router/modem you may not want. £10 for another PAYG sim for a service you may not really need and which gets some marketing.

It's far from a disaster, but the deal really stands or falls by the Amazon voucher, for which I'm still waiting - but the 3 months is not up yet.

dummydaydream

So. 48 hours later and my number is changed but get this - it's out by one digit!!!! I've now got a number that ends 493 instead of 492! So after another irate call to India where I spoke to a lady who was speaking to someone in the uk - why I couldn't just speak to them is beyond me - I've been assured that my original number will be reinstated in 24 hours but I don't hold out much hope. It''s a total farce.

Feel like contacting Sky and begging to be forgiven and to please take me back and make it all right again. Sob.

TimCee_2

dummydaydream wrote: »

So. 48 hours later and my number is changed but get this - it's out by one digit!!!! I've now got a number that ends 493 instead of 492! .... I've been assured that my original number will be reinstated in 24 hours but I don't hold out much hope.

I wonder if the "typo" is because EE can't restore your old number. Per the experience of others in this thread, they may not be able to until it's made available on the open market again.

I have been promised by a friendly and helpful EE support person that she will make a personal note to herself to logon early the day my number becomes available again.

PS I'm still searching for a contact in EE / Orange / BT Open to whom I can personally address my situation and get it fixed. I will be most grateful if anyone can help. Thanks.

TimCee_2

Moneyer wrote: »

One possible option is to talk to your old provider: if they still have the number on their books they might be able to switch you back and reinstate it..

I have been able to return to Utility Warehouse, my original suppier. They have fantastic customer service. I should be back with them within one working day on my original number which they still held.

Lessons:

• If it looks too good to be true, it probably is
• Take more account of forum and other feedback (eg Which?) about the quality of goods and services providers
• Act quickly if it's going wrong
• Seek and take account of advice in forums like this one

Lesson for MSE

• Beware of getting into bed with goons like EE. Your reputation may be damaged by it if they don't live up to expectations.

I paste below in case anyone is interested the body of my written notice of termination:

I am cancelling my contract with EE during the cooling off period due to the appalling service and quality of product provided by you:

• My landline number has been replaced without permission by another one
• The broadband line speed is completely unacceptable - currently 2MBPS
• Despite a number of conversations and emails with EE, I have still not been given login info to my new account that works.
• Your website does not allow me to reset my username and password
• I was not notified in advance of the switchover
• I was sent a router which I don't need and for which I will accept no charge whatsoever.
• The quality of one of the calls made to your helpdesk was appalling
• I have received no apology other than the one below, nor acknowledgement of poor performance

I have arranged for my old phone and Broadband provider to take back my business.

Do not attempt to make any charges on my bank who have been instructed to refuse them should they appear.

You may arrange a courier to collect your router from my home address. I will hand it to them at a time and date of mutual convenience.

Good luck to anyone who perseveres and wins with this fiasco of an offer.

Just_caring

Hi TimCee

Your previous post could have been written by me I have had exactly the same problems and thank you for the termination template which I will be using, where have you sent this too please

TimCee_2

Just_caring wrote: »

Hi TimCee

Your previous post could have been written by me I have had exactly the same problems and thank you for the termination template which I will be using, where have you sent this too please

I sent mine by recorded (signed for) delivery to:

Customer Services
Everything Everywhere Limited
Hatfield Business Park,
Hatfield,
Hertfordshire,
AL10 9BW

Just_caring

Thanks TimCee, however, things got even worse and I have cancelled over the telephone and they accepted that as I think they know they have done wrong.

I will be posting a new forum post up to advise other people who may be considering changing to EE as they have blatantly lied to me.

week

Well after moving to EE in Mach I still dont have my old number back. Tesco were still billing me til last month and said if I pay the £80+ bill they will try and give EE my number.

Meantime EE line and number hasnt worked since end of April when they advised me by letter I was changing to a new provider and they were sorry to see me go. So had less than a month of contract and phone line. I called them right away and told them they made a mistake and they reassured me it would be sorted out within 48 hours.

I was also given all the tales about getting my old number back once the service was live, then it would be after 48 hours then 7 days then 10 days then I was told Tesco wouldnt give them it,,,,,, etc.

The Advisors dont know what they are talking about, and put you on hold for ages where the music is awful, 20 seconds of one song, then another, there is no smooth blending and it makes my head hurt listening to it especially Amy Winehouse into the next song.

I have given up calling and am going to launch a formal complaint, which I am going into one of their stores to do. I have no landline and calling from the mobile isnt me preferred way to conduct 30 minute plus coversations with them.

I still have internet,,,,,, not sure why that is still going.

downshifted

Thank you all for posting these experiences and saving me what could be a very poor experience - I'm sticking with my current provider for now. Savings are only worth having if you get a good service!

koenig

Incase anyone isn't aware EE use traffic management at peak times (evenings and weekends), therefore p2p traffic will be slowed down drastically (link below). This is because their using the BT Wholesale network, LLU suppliers like Sky, TalkTalk don't use traffic management as they have their own equipment in the exchange, therefore they have more control over their network.

http://ee.co.uk/help/accounts-billing-and-topping-up/terms-and-conditions/ee-terms-and-conditions/home-phone-and-broadband/broadband-network-management