Warning - Do not switch to EE Broadband

fluffy123

When the 'High Level Escalations team' don't even call back when they say they will, I think that is a final sign isn't it?

I now have a service without a router being sent to me and have been overcharged on the first bill to add to the fun!

RandomCurve

EE wrote: »

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

if you are an EE customer then EE have the personal details. Customers should not heave to come to forums like this to have their case looked at - EE should be looking at it properly when the customer first contacts them!


I had EE broadband about 18 months ago - and for about 6 months of the 12 month contract it was useless (slower than dial up on speed tests) despite several calls to the "technical" people to resolve it. I had Sky before (no problems) and been with Plus net for last 18 months (no problems).


My experience is that even at £2pm (which was what I was paying) it was too much for what I was receiving!

NJB1993

RandomCurve wrote: »

if you are an EE customer then EE have the personal details. Customers should not heave to come to forums like this to have their case looked at - EE should be looking at it properly when the customer first contacts them!


I had EE broadband about 18 months ago - and for about 6 months of the 12 month contract it was useless (slower than dial up on speed tests) despite several calls to the "technical" people to resolve it. I had Sky before (no problems) and been with Plus net for last 18 months (no problems).


My experience is that even at £2pm (which was what I was paying) it was too much for what I was receiving!

You're right they should fix the problem immediately, and with a huge customer base it's likely they do fix a lot of problems quickly too.

but in a perfect world this forum would not exist as we would all be rich and our lives would be faultless (including our internet connection) with any company. I'm pleasantly surprised companies have accounts on websites like this to reach out and look for those customers who have taken their complaints online without resolution and help further.

duchy

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.

I work for .... (well my contract says I can't post online who but one of the big TV/phone/BB companies) and I hear an awful lot of horror stories from customers who have left and then come back about how awful EE and TalkTalk in particular are and I have to wonder why people move. Is it literally to save just a few pounds a year (our prices are competitive so it isn't ever a mega saving) .
To me it seems the biggest issues are dealing with off-shore centres . I know if my boyfriend's BB goes wrong and I need to call in how painful Virgin's offshore tech support can be.

Just curious really as to why people move and how much research they do first. Is it just an impulse- see an offer and jump on it.....or more considered.

(Not asking in a business sense just something I've always wondered)

EE

RandomCurve wrote: »

if you are an EE customer then EE have the personal details. Customers should not heave to come to forums like this to have their case looked at - EE should be looking at it properly when the customer first contacts them!


I had EE broadband about 18 months ago - and for about 6 months of the 12 month contract it was useless (slower than dial up on speed tests) despite several calls to the "technical" people to resolve it. I had Sky before (no problems) and been with Plus net for last 18 months (no problems).


My experience is that even at £2pm (which was what I was paying) it was too much for what I was receiving!

Hi RandomCurve

We completely understand where you are coming from.

I have been chosen as a representative of EE to ensure that any issues that come through on these forums are dealt with. However as they are forums we arent provided with any personal information to be able to find your order details and help directly, hence why MSE have kindly offered to step in and ask for this.

We do understand that ideally queries would be picked up when they are first raised to EE, but this community allows another method of us to pick up any unresolved issues.

I do aplogise for the service issues you are having. Would you like me to raise this with EE? If so I will ask MSE to contact you to gather some personal information so we can pick this up directly.

Thanks
Jade- Representing EE

Money_Muppet

I've just left EE after several years. Customer service has been deteriorating for a while. I left on the 24th Sept, but have had several issues with them during the process of leaving. Received a bill today for next months usage. Called up and took 15 minutes to get through to someone who advised me that it is standard procedure to be billed in advance. I pointed out (again) that I had left EE and was told the bill will be taken (17th Oct) then the account closed and refunded, even though I am in credit for the end of last months usage. I've cancelled my DD so they can't take any more of my money, and will request a refund when they have sorted their mess out. Worth pointing out that the rep was incredibly short, although given their service, they probably deal with complaints all day.

During the process of leaving i was called several times from 01482971048 a number that EE publicly deny they use. I was pressured to cancel my switch, and offered better deals than normal retentions could offer. As far as I'm aware OFCOM do not allow them to do this? Hence the denials.

EE have really gone downhill, I've left broadband, and will be leaving their mobile service as soon as my contract is up. I wouldn't recommend them to anyone.

bigjim1974

Been with them for a month now and apart from a mess up on the intitial connection it's been fine, the brightbox works perfectly well and I don't suffer any buffering on iPlayer/Youtube. Customer services seem to be in N Ireland and I've not had to wait more than a couple of mins. Perhaps we've been lucky but for the knock down price I have to say I'm satisfied,

System

Not looking good for us so far. We are attempting to switch from BT to EE for broadband and anytime home phone, seduced by EE's included mobile minutes, international calls, and presentation of Calling Line Identity, and annoyed by BT's grasping pricing of all three.
We ordered on 29 Sep, and sent EE a MAC on 3 Oct. EE has sent automated emails saying it's all happening, and we'll be switched on 13 Oct. Fortunately, I checked with BT, who told me EE has not contacted BT.
Today 6 Oct, EE customer service admitted our order has not been correctly processed. They twice attempted to put me through to the "New lines" team. Dunno if that is the right team, but in any case, they don't answer the phone.
Meanwhile 01482971048 phones my mobile once or twice a day, but hangs up after 2 rings.
On this showing, EE are, in our case, neither correctly following what I hope is the industry-standard transfer procedure (giving the "losing" provider 14 days notice of the switch), nor correctly instructing Openreach to do their stuff at the exchange to switch the broadband and landline, nor employing enough call centre staff.

Update 7 Oct:
Finally got through to "New Line" team in Northern Ireland on 028 90446574. Allegedly, our broadband (only) will be switched on 13 Oct, and only then will EE contact BT about switching the landline, giving BT the industry-standard 14 days notice. EE's standard welcome emails do not explain that at all, and the ordinary customer service staff aren't briefed about it. Even if it happens, I'm dreading the billing confusion.

System

YoungNick wrote: »

... I'm dreading the billing confusion.

And I was right. EE "Bright box" router arrived in good time, and broadband switched as promised on 13 October.
EE then generated a bill dated 13 October which charges us for "line rental" and Anytime calls from 13 October. Did eventually get to talk to customer service, who were able to tell me that landline and calls are in fact planned to switch to EE on 28 Oct. Chap promised a fair (I think) credit - to appear on the next bill.
Nobody at EE can explain to me why the switching is done in two stages. Some EE staff have said it's only for switches BT to EE, and not, for example, Sky to EE.

parttimeskint

YoungNick wrote: »

And I was right. EE "Bright box" router arrived in good time, and broadband switched as promised on 13 October.
EE then generated a bill dated 13 October which charges us for "line rental" and Anytime calls from 13 October. Did eventually get to talk to customer service, who were able to tell me that landline and calls are in fact planned to switch to EE on 28 Oct. Chap promised a fair (I think) credit - to appear on the next bill.
Nobody at EE can explain to me why the switching is done in two stages. Some EE staff have said it's only for switches BT to EE, and not, for example, Sky to EE.

There is no part of the process or circumstances with any of the suppliers that would necessitate a 2 part transfer of all services. They should all go together.



I would bet the line rental has only just been ordered today or yesterday, when you called in. you will probably receive a few texts , emails, and written confirmation from BT that another provider is taking over your line dated today or yesterday.


It sounds like the original order was placed wrongly as you are actually ordering 3 products, broadband, line rental and calling plan. judging from the rest of the comments here, EE seem to have a few issue with porting a number. Are you keeping your existing number?


I would keep watching your bills. One of the downsides of having to do it in stages, if there have been issues ordering, are offers. Any offer that was on your broadband, due to also taking line rental, has probably been cancelled. This will be as you have broadband and no active line rental with EE. also, if you went through a 3rd party cash back or voucher offer, and they did place the order separately, you have probably lost that too.


Just a heads up.