Warning - Do not switch to EE Broadband

masonic

YoungNick wrote: »

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.

I'm just in the process of switching and today I received what looks like a standard letter outlining the switching process, with a flow diagram showing broadband will go live on Day 8-10 and home phone will go live on Day 10-20. The text states that the home broadband can take up to 10 working days to be activated and "Once that's done we'll start setting up your home phone, which can take up to 10 working days."

I wonder if the difference is something to do with the notice period as you mentioned, since my broadband looks like it will be going live just over 1 week after I placed my order.

masonic

parttimeskint wrote: »

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.

Just a thought, but I seem to recall when moving all services to an LLU provider, the move takes place without a MAC being used. However, some losing providers were charging a disconnection fee when people move without using a MAC. For example, see discussion here relating to Plusnet.

I wonder if this is a means of circumventing that problem?

Martin2248

Where could I start to explain all the hopelessness of connecting to EE.
Seeing the offer on MSE seemed like a great deal from a well known service provider however the problems encountered in obtaining the services from EE are unrelenting.

I orderd two services to two different properties in different parts of the country one on the 13th September and the other on 15th September.

The first service (re-connectionof an existing line) was due to be completed on 2nd October. When the engineer made the connection on the said date there was no voice or broadband service. What transpired was that the wrong cable pair were connected at the exchange JB. This was discovered on 10th October when I had to take a day off to let the engineer into the property. EE were insistant that there was a connection and I would be charged if my equipment was faulty. I could not arrange for a visit other than between 8 and 5 Monday to Friday. There spiel was relentlessly consitent every time i telephoned them.

Once the correction had been made the line had a constant hiss on voice and low amplitude. The broadband router consistently kept trying to connect without success and two days later after many long telephone conversations with EE the service was connected. Having had broadband online for 7 days the speed is at 0.1Mb/s and has only ever reached 0.3Mb/s .

I have been trying to get EE to do something about these problems and when I contacted them yesterday, after going through the exact same dialogue and responding to the checks they wanted confirming, I was not getting anywhere with there customer service adviser. I asked for him to make the visit after 5:30 or at the weekend, his repeated response was that he could not do that. I request to speak to his superviser and was placed on hold. After a long wait I was advised that the supervisor would call me back. I'm still waiting for the callback.

Furthermore to this the small print that was sent via post to me indicated that if I go over 20Gb per month I will be charged an additional £10.00

The second request for a change to my service provider from BT to EE on 15th September required me to supply the MAC code. This was promptly aquired and given to EE. I had opted for a higher BB speed and additional telephone services for this one as it would be more beneficial and a comparison with the BT service I was used to.

EE set about making the transfer and on 23rd September I received an email confirming the transfer progression and in 6 or 7 days time it would be completed. A router would be sent in the post followed by an email to direct me to making the connection.
Having not heard or received any more correspondence from EE I telephoned them yesterday (18th October) and was told they were having some computer tecnical and software problems. The service transfer would be looked into and they would telephone me back.
I did not receive the return call. A bit like being put on hold!

In conclusion to the appalling lack of flexability to provide engineers visits, the slow reponse and lack of communication from EE to the customer and the lack of customer focus from the customer service department I would not recommend anyone to consider them as a service provider.

Although MSE have searched out this offer with the best intentions to help their viewers get a great deal from a service provider it does appear that the service provider has forgotten who pays them and makes their profits swell.

canterswest

Martin2248 wrote: »

Although MSE have searched out this offer with the best intentions to help their viewers get a great deal from a service provider it does appear that the service provider has forgotten who pays them and makes their profits swell.

With respect, MSE makes money from the deals it offers. It has an incentive to play up the benefits, such as a voucher, and not to factor in the customer's time in switching and that from feedback on its forum, many of its users report problems with EE's service.


There are also hundreds of reports of problems receiving vouchers. MSE has made these worse for customers by advertising a high headline voucher amount, which is in fact two vouchers that come from different sources. Potentially, twice as many problems.


Factor in your time, plus changing to EE, then evaluate whether it was money saving or simply a bad deal for customers, out of which MSE made a profit.

oldskintwithyoungkids

Now we have been down the process of trying to sign up for the EE deal. It turns out we live in the 5% of the country that cannot be accessed by EE (even though we live 20 mins from the M4)and we should pay £19.95 per month. We have wondered if this is a way of trying to get us to pay more.

We are presently paying a lot to BT so must move but to where?

The posts about EE have been really useful and have put me off them.

lexington013

3 months since connection date have come and gone, still awaiting the £100 Amazon voucher as part of the deal.
I have kept my part, ie line rental paid up front for a year and monthly direct debit set up and payments made......SO WHERE IS MY a VOUCHER as promised within 3 months!!!!!!
MSE promoted this deal, are you helping to "rattle EEs cage" ?

System

YoungNick wrote: »

... 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.

Call billing did indeed switch to EE on 28 Oct. EE did not confirm in any way that this had happened, and I assumed it hadn't, because 17070 still connects to Openreach's "This circuit is defined as ..." line-testing gizmo. This turns out to be because (in our case, at least) EE is just re-selling a BT Wholesale Calls and Line Rental product.

DC34

I am the same as the first poster absolute nightmare see my thread

DC

mum2one

I've been waiting for a router since sept I have emails and letters saying ur at this stage what was suppose to be a 7 to 10 day process its a joke - it's not as thou I took the cheapest one I didnt - I didn't even use a cashback link.

I have a mobile with them and I can't fault that side of the service but this is a joke.

We need a working Internet service and phone - my father has cancer and need the phone line due to hospital etc and Internet so he Skype family a connection for us needs to be 100% reliable.

My next step will be trying to get my contract cancelled touch wood haven't been charged yet...

System

The foulups continue, but now 100% BT's fault. I reminded BT to send us a final bill. BT numpty claimed that BT is still supplying our broadband. I explained that BT's home hub had stopped working on 13 October, and that since then we have accessed broadband with the userid and password programmed into EE's Brightbox. Numpty was having none of that: "our 'system' shows you are still with BT for broadband." Numpty did agree that calls and line rental switched on 28 October, and was unable to explain why, according to her, BT is supplying bare (which they apparently call "solus") broadband without the line. Suggested she could "cancel" this phantom broadband, but admitted that this would mean our broadband stopped working. Demanded that I contact EE to accuse EE of not doing the switch right.
Very helpful EE chap assured me that BT Wholesale's Tags on the Line checker correctly shows that broadband is with EE. Therefore foulup must be between BT Wholesale and BT Consumer.

Fired off email complaint to BT.
Then, credit when credit due, correct response from BT complaints admitting error, telling us to ignore the standard monthly bill that their 'system' is about to generate, and promising a correct final bill - within 40 days! - and then a refund within 7 days of that, and meanwhile compensation of a rather paltry £10 for my wasted time.
What's the betting that BT will collect the direct debit for the wrong monthly bill ....