Warning - Do not switch to EE Broadband

fluffy123

I'm having a mare even trying to get a service from them!

Placed an order 18th July and was given an email confirmation but said would be contacted within the next working day.

Heard nothing so called back a few days later to say the order couldn't go through because I already had a phone line with Sky that was about to lapse and couldn't order until that had happened. I'd already informed them of this and was just told to go ahead and place the order online anyway.

Phone line with Sky lapses, so I call back so they can 'submit' the order. Was asked if I wanted to keep my number, said I wasn't fussed either way but if they wanted to, go ahead. Order 'submitted' and given a date of 8th August for activation.

Fast forward to yesterday as have had no communication regarding anything and my registration details (the email address and password I picked when placing the original order) can't be found online. So I call them to be told that the order had been 'rejected' because the number port couldn't go through. No consideration to even contact me to inform me of this or ask if I wanted to proceed with a different number (which I'd already indicated wasn't a problem anyway).

Hence, order now apparently 'submitted' and have to wait now until 19th August. Told I will have an email confirmation within 48 hours, I know there's 24 hours still to go but as I haven't heard anything yet, this process is really not inspiring me with any confidence.

EE

fluffy123 wrote: »

I'm having a mare even trying to get a service from them!

Placed an order 18th July and was given an email confirmation but said would be contacted within the next working day.

Heard nothing so called back a few days later to say the order couldn't go through because I already had a phone line with Sky that was about to lapse and couldn't order until that had happened. I'd already informed them of this and was just told to go ahead and place the order online anyway.

Phone line with Sky lapses, so I call back so they can 'submit' the order. Was asked if I wanted to keep my number, said I wasn't fussed either way but if they wanted to, go ahead. Order 'submitted' and given a date of 8th August for activation.

Fast forward to yesterday as have had no communication regarding anything and my registration details (the email address and password I picked when placing the original order) can't be found online. So I call them to be told that the order had been 'rejected' because the number port couldn't go through. No consideration to even contact me to inform me of this or ask if I wanted to proceed with a different number (which I'd already indicated wasn't a problem anyway).

Hence, order now apparently 'submitted' and have to wait now until 19th August. Told I will have an email confirmation within 48 hours, I know there's 24 hours still to go but as I haven't heard anything yet, this process is really not inspiring me with any confidence.

Hi Fluffy

Sorry to hear you have had a number of issues here.

I will ask MSE to contact you personally to gather some information so that we can pass this to EE and have them pick this up with your directly. They should then be able to ensure everything is complete and running smoothly.

Keep an eye on your account to recieve a message from MSE.

Again we apologise for the issues you have experienced and we hope to have this resolved shortly.

Thank you
Jade- Representing EE

LYLO

May I add to this list of horror stories from EE switch and technical help.

I am a full time carer and need 24hour contact with my disabled son. Yesterday he didn't answer his phone it was ringing from my end but it was cut off in his home.

The problem being the switch over from SKY broadband to EE. The switch happened yesterday with numerous colleagues checking router was connected ok. At switch over the phone went dead and still is, computer and x box will not connect to broadband. EE technical say everything OK and there is a problem with landline.THERE WAS NO PROBLEM 2 DAYS AGO with sky. They are sending engineer but I am concerned they have told my son there is £60 call out charge, I do not believe land line is faulty.
I had the same problem as other furum users when trying to get help from EE technical. The instruction they gave my son and myself was to unscrew front of connector box and connect router without the cover!!! I rang to see if we had misheard.They were extremely rude.
I have taken advice from OFCOM but we need connection urgently as EE mobile signal does not work inside ,their advice for that "stand by window"
thank you for any suggestions

EE

LYLO wrote: »

May I add to this list of horror stories from EE switch and technical help.

I am a full time carer and need 24hour contact with my disabled son. Yesterday he didn't answer his phone it was ringing from my end but it was cut off in his home.

The problem being the switch over from SKY broadband to EE. The switch happened yesterday with numerous colleagues checking router was connected ok. At switch over the phone went dead and still is, computer and x box will not connect to broadband. EE technical say everything OK and there is a problem with landline.THERE WAS NO PROBLEM 2 DAYS AGO with sky. They are sending engineer but I am concerned they have told my son there is £60 call out charge, I do not believe land line is faulty.
I had the same problem as other furum users when trying to get help from EE technical. The instruction they gave my son and myself was to unscrew front of connector box and connect router without the cover!!! I rang to see if we had misheard.They were extremely rude.
I have taken advice from OFCOM but we need connection urgently as EE mobile signal does not work inside ,their advice for that "stand by window"
thank you for any suggestions

Hi Lylo

We do apologise for the issues you have faced.

I will ask MSE to contact you privately to gather some personal information so that we can contact you directly and hopefully resolve the issues asap.

Thank you
Jade- Representing EE

fluffy123

Well, the 48 hours have passed and unsurprisingly I've still had no notification that this order has gone through which I was promised. I think I'll be calling back to cancel this and will go back to Sky - it's a waste of my time and seems to indicate what the actual service will be like. A mess.

EE

fluffy123 wrote: »

Well, the 48 hours have passed and unsurprisingly I've still had no notification that this order has gone through which I was promised. I think I'll be calling back to cancel this and will go back to Sky - it's a waste of my time and seems to indicate what the actual service will be like. A mess.

Hi Fluffy

Let me contact MSE and chase them to contact you. Unfortuantely without your personal information there is nothing EE can do to pick this up further.

Thank you
Jade- Representing EE

kateweb

My experience is very much that of the first poster - not so much terrible service from EE as no service at all. I have so far spent 4 hours 35 minutes on the phone to them, with no result whatsoever; so far, three managers and an Operations Manager have agreed to call me back and not done so. No broadband and no indication of when I might have any.

As they've repeatedly pointed out, I'm now under contract (because service has been delayed for so long the cooling-off period's over) which will cost me £147 to cancel. Of the nine members of staff I've spoken to so far, one seemed to genuinely try and be helpful - he's leaving EE this weekend. I've found them appalling to deal with.

EE

kateweb wrote: »

My experience is very much that of the first poster - not so much terrible service from EE as no service at all. I have so far spent 4 hours 35 minutes on the phone to them, with no result whatsoever; so far, three managers and an Operations Manager have agreed to call me back and not done so. No broadband and no indication of when I might have any.

As they've repeatedly pointed out, I'm now under contract (because service has been delayed for so long the cooling-off period's over) which will cost me £147 to cancel. Of the nine members of staff I've spoken to so far, one seemed to genuinely try and be helpful - he's leaving EE this weekend. I've found them appalling to deal with.

Hi Kateweb

We do apologise for these issues. As I have said in response to your other thread post, I have asked MSE to contact you directly to gather some perosnal information. We can then pass this to EE to pick the issues up with your directly.

Thank you
Jade- Representing EE

secretmsg

Internet is floating full of negative comments and complaints against ee broadband and also ee mobile.I cancelled my order after reading negative reviews everywhere.And once i cancelled my order i was charged £130 for advance line rental which ee promised that i wont be charged for anything..Called bank and they helped me to get my money back..EE is cheaper but if u dont caught up with technical issues or billing then its great deal.

penrhyn

Pay 50p to jump the customer service queue.
What a crap company.