EE - disaster zone for customer service

Angry_Derby_Housewife

After reading about the great EE deal on broadband and phone, we decided to swop from BT. After all, it was much cheaper, how bad could it be? Well the answer would be VERY VERY BAD. It took much longer to get the services changed over. Despite giving my bank account details for the direct debit, receiving a bill, I then got an email saying they weren't able to take the money. They had hog done completely fictitious bank details from goodness only know where. So after a long protracted phone call that was supposedly sorted out. So I rang up tonight to ask why they hadn't taken the direct debit and where was my bill for the annual phone line rental? I explained that we had only taken on the account because of the amazon gift voucher deal, and if they would care to listen to the original call it was mentioned by me at least 3-4 times. It had not been applied to my account. So I now have to make yet another phone call tomorrow to try and sort it out again. So far I have spent a ridiculous amount of time trying to get them to live up to their promises. EE have literally failed on every single point. From delivery times, through to messing up payment details and account specifics. Is anyone else having these problems?

joolesw1972

Did you sign up recently? My understanding from Martin's email was that you got the voucher 3 months after the start of the contract;

- Compulsory line rent: You pay £132 for the year upfront (you must opt for this during sign-up); equivalent to £11/mth. If you opt to pay by the month, it's £15.75/mth.
- Call costs: Wknd calls to landlines included, others mostly on par/a touch more than BT.
- Unlimited broadband: You pay £2.50/mth, so £30 for 1yr (avail to 95% of UK). The price'll rise after contract end.
- You get a £120 Amazon voucher after 3mths. It's sent automatically provided, as noted above, you go via this EE deal* link and enter code EEBB120 (the code also means you get it on costlier superfast fibre optic deals).

superbigal36

How do I save money on my TV via this post ?

mikepjb

joolesw1972 wrote: »

Did you sign up recently? My understanding from Martin's email was that you got the voucher 3 months after the start of the contract;

- Compulsory line rent: You pay £132 for the year upfront (you must opt for this during sign-up); equivalent to £11/mth. If you opt to pay by the month, it's £15.75/mth.
- Call costs: Wknd calls to landlines included, others mostly on par/a touch more than BT.
- Unlimited broadband: You pay £2.50/mth, so £30 for 1yr (avail to 95% of UK). The price'll rise after contract end.
- You get a £120 Amazon voucher after 3mths. It's sent automatically provided, as noted above, you go via this EE deal* link and enter code EEBB120 (the code also means you get it on costlier superfast fibre optic deals).

I signed up for the so called EE 'deal of a lifetime' EEBB120 advised by MSE ,with £2.50/mth Broadband & Weekend calls & the £120 Amazon Voucher !! EE were very clear what the deal was on the phone but their e mail confirmation to me did NOT confirm the £2.50/mth price or the Amazon vocher, in fact it says I have signed up for the package at £9.95 / mth ! for 12 mths, surely they are in breach of Contract Despite 3 long phone calls requesting e mail confirmation of the £2.50/ mth price I'm now told its with Billing who will e mail correct prices to me in 5 days !. Not sure what the purpose of these EE games are but since they have the MAC no, I guess to have to request this from EE to transfer back to BT, even though I have 14 day cooling off period. Any advice would be welcome.

mije1983

If the order had to be placed through an online link, you could well be ineligible for the offer if you used the phone to complete the order.

EE

Angry_Derby_Housewife wrote: »

After reading about the great EE deal on broadband and phone, we decided to swop from BT. After all, it was much cheaper, how bad could it be? Well the answer would be VERY VERY BAD. It took much longer to get the services changed over. Despite giving my bank account details for the direct debit, receiving a bill, I then got an email saying they weren't able to take the money. They had hog done completely fictitious bank details from goodness only know where. So after a long protracted phone call that was supposedly sorted out. So I rang up tonight to ask why they hadn't taken the direct debit and where was my bill for the annual phone line rental? I explained that we had only taken on the account because of the amazon gift voucher deal, and if they would care to listen to the original call it was mentioned by me at least 3-4 times. It had not been applied to my account. So I now have to make yet another phone call tomorrow to try and sort it out again. So far I have spent a ridiculous amount of time trying to get them to live up to their promises. EE have literally failed on every single point. From delivery times, through to messing up payment details and account specifics. Is anyone else having these problems?

Hi Angry Derby Housewife

We are sorry to hear of the issues you have had with EE Home Broadband.

I have asked MSE to contact you privately to ask for some details, so we can contact you directly to help resolve these issues.

We apologise again for the inconvenience caused
Thank you
Jade- Representing EE

EE

mikepjb wrote: »

I signed up for the so called EE 'deal of a lifetime' EEBB120 advised by MSE ,with £2.50/mth Broadband & Weekend calls & the £120 Amazon Voucher !! EE were very clear what the deal was on the phone but their e mail confirmation to me did NOT confirm the £2.50/mth price or the Amazon vocher, in fact it says I have signed up for the package at £9.95 / mth ! for 12 mths, surely they are in breach of Contract Despite 3 long phone calls requesting e mail confirmation of the £2.50/ mth price I'm now told its with Billing who will e mail correct prices to me in 5 days !. Not sure what the purpose of these EE games are but since they have the MAC no, I guess to have to request this from EE to transfer back to BT, even though I have 14 day cooling off period. Any advice would be welcome.

Hi MikePJB

Sorry to hear you have issues with your EE Home Broadband purchase.

I will ask MSE to contact you privately do they can gather some information for us so we can contact you directly to resolve any outstanding issues.

Again we apologise for the inconvenience caused
Thank you
Jade- Representing EE

sja75

Hello EE

I placed an order via Top Cash Back (the £136.50 cash back offer which was tracked) on 19/07/2014 for Broadband. I received your automated email acknowledging my order the same day. I haven't received any further correspondence from EE. I emailed EE on 25/07/2014 to check progress of my order and I am still awaiting a reply.

EE

sja75 wrote: »

Hello EE

I placed an order via Top Cash Back (the £136.50 cash back offer which was tracked) on 19/07/2014 for Broadband. I received your automated email acknowledging my order the same day. I haven't received any further correspondence from EE. I emailed EE on 25/07/2014 to check progress of my order and I am still awaiting a reply.

Hi

Sorry that you havent heard anything from EE.

I will ask MSE to contact you to get some personal data. Once we have this information we can then pass this on to EE and they will pick this up with you directly.

Thank you
Jade- Representing EE

sja75

EE wrote: »

Hi

Sorry that you havent heard anything from EE.

I will ask MSE to contact you to get some personal data. Once we have this information we can then pass this on to EE and they will pick this up with you directly.

Thank you
Jade- Representing EE

Hello Jade

I had a missed call on my landline (no message left) about 30 mins ago. The number was 01133902114 (internet search suggests this number was EE).

EE

sja75 wrote: »

Hello Jade

I had a missed call on my landline (no message left) about 30 mins ago. The number was 01133902114 (internet search suggests this number was EE).

Hi

This could be EE. As I am a representative I cannot be 100% sure if this was them. As I previously mentioned we can pick this up directly. If you can provide MSE with your personal details (once they have contacted you), we can move this along with EE.

Thank you
Jade- Representing EE