EE - Can I cancel?

fluffy123

After encountering another unhelpful CSR, I'd be interested to know where I stand....


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 3rd August 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. Started to get calls from their 'high level escalation team' reassuring me that all is well and that they would contact me on the 20th August to check everything is fine!

Except it's not and they have not called me back today. I still have no router so I can't use the internet even though I've been getting nice emails/texts from them telling me everything is active. I've also been overcharged for my first bill.

I've just come off the phone to a very unhelpful CSR who wouldn't put me through to this 'high level' team as there are no notes left and I'd have to wait for a callback....tomorrow.

Where do I stand? The whole process has been shambolic, am I within my rights to tell them to cancel when they call tomorrow as I haven't got the services I'm going to be (overcharged) for? The phone line is active but I can't use the internet as they haven't fufilled sending the router out in time.

EE

fluffy123 wrote: »

After encountering another unhelpful CSR, I'd be interested to know where I stand....


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 3rd August 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. Started to get calls from their 'high level escalation team' reassuring me that all is well and that they would contact me on the 20th August to check everything is fine!

Except it's not and they have not called me back today. I still have no router so I can't use the internet even though I've been getting nice emails/texts from them telling me everything is active. I've also been overcharged for my first bill.

I've just come off the phone to a very unhelpful CSR who wouldn't put me through to this 'high level' team as there are no notes left and I'd have to wait for a callback....tomorrow.

Where do I stand? The whole process has been shambolic, am I within my rights to tell them to cancel when they call tomorrow as I haven't got the services I'm going to be (overcharged) for? The phone line is active but I can't use the internet as they haven't fufilled sending the router out in time.

Hi Fluffy

Firstly I am sorry to hear you have had a number of service issues.

Are you still having them? If so I can ask MSE to contact you and gather some perosnal information and I should be able to raise this with a higher team, to hopefully move this along quicker.

Please let me know if you would like our help with this issue.
Thanks
Jade- Representing EE