MSE EE broadband deal : We want your feedback

vonBlanko

Swindled is a strong word, but I regretfully sign off on that's how we feel.

I am documenting further interactions with EE elsewhere in the forum here under "The EE + Talk Talk Gangster Diaries". Drama and Christmas elves included.

Safe to say, although talking on the phone their customer service folks are nice enough (it's a difficult job, and rarely their fault), the company is on course to scar our already difficult Christmas with a gauging of £132 for a quickly cancelled service they never had to provide.

Stay clear.

YasminM

Please can someone from EE, affiliates or amazon get in touch with me about the vouchers. i have been connected since 01/08/2014 and have not had anything about my vouchers.
getting very worried now:mad:

Liljen

Dont do it - worst service ever!!. Please, please MSE - don't offer this "deal". They can't deliver, they rarely proactively contact you to say they can't deliver , their wait times on hold are terrible & the CSRs cut you off more times than not. Details and time line are below:

8 October
I originally contacted EE to get the ‘one-week only’ £120 Amazonvoucher that came thru the MSE site mid-October. I called & they said if I wanted to keepmy ph number I’d need a MAC code which would take at least a week before myorder could be processed... (seems like a bit of misleading advertisingthere!) If EE’s CSR had understood myrequirements & explained the correct process on this date it would havesaved a lot of frustration.
14 October
I received a MAC code from BT.
21 October
While the ‘one week only offer’ had expired, I could still get a £100Amazon voucher. I was moving house atthe same time & my existing provider (BT) would only move my number if Itook out a new contract with them... allin all it seemed like a good time to switch. I phoned EE again and it took over half an hour to get the orderprocessed. During this marathon call, I explained severaltimes that I was moving house & I wanted to keep my number. I was never told that EE needed to take overmy line at my old property & then do a house move.
23 October
I moved house. Around this time I rang BT to cancel my service as Ididn’t want the new tenants at my old address to use my account& was told thatI couldn’t cancel & would have to wait for the new provider to pick up theaccount. I then rang EE to say that Iwas paying for broadband that I wasn’t using & what could they do about it, so they gave me a month’s credit to make up for it.
4 Nov (approx)
I rang EE to see what was happening as I hadn’t heard from them viaemail, snail mail or txt only to find that my order was still being processed –2 weeks after first placing the order, and they said it would be processed thatday.
7 November
I received a text from EE saying there was a problem & to give thema call. When I called I was told thatthe MAC code had expired & I’d need a new one. While expressing my frustration the CSR saidthat I could have a £30 credit & suggested that I use this money topurchase a dongle. I was not told atthis point that accepting a credit would mean forgoing the opportunity toexpedite the process. I asked for amanager to give me a call – the CSR assured someone would call. I’ve never heard from them.
13 November
I received a new MAC code from BT, which I promptly gave to EE. I received another text from EE asking me tocontact them as there was a problem. Itturns out that BT wouldn’t release my number, so I’d need to get a new phonenumber - but I still wouldn’t get broadband until 27 November.
I rang BT to see what the problem was & they explained the correctprocess – ie that EE should have taken over my account at my old property &then done a home move. I then asked(again) to cancel my account with them & they said it would take a week(during which the new tenants could use the line & rack up charges on myaccount) & would cost me £30.
29 November
I hadn’t received a promised email or text saying the line was active,so I gave EE a call. They said the activationhad failed & the next possible date was 16 Dec, but good news – my land linewas active. The CSR they checked mypostcode (within walking distance of Canary Wharf) & said that fibre wasn’tavailable & I’d have to get ADSL.
AAAARRRRGGGHHHH.
I’ve since cancelled both landline & Broadband – lets see if theycharge me for the pleasure!

Davesquire

Sorry Martin, but disaster is the only printable term that I can con jour up.
I received an email on 3 November confirming that my broadband and home phone package was on its way. I strangely then received a text informing me a date for an engineer to visit. Never experienced this before on switching lines. I phoned EE to inform them that the date was not good to me, whereupon the customer services admitted that my details had been entered incorrectly, as though I had no line (strange when I have submitted my home number!). The order would have to be resubmitted and I would have to wait another 10 days to get connected.
Not good, as my old company understandably completed their service within the agreed contract time.
I work away from home and get back at weekends, so this meant that my family was left without broadband - children's homework couldn't be completed; my wife couldn't even pay their dinner money (scary how much we now rely upon e-services!).
The new activation date came and went - still no internet services!
This weekend, I contact EE, who (as with previous posts) are all apologetic, and promise to get back to me Monday morning. However, they also state that the next likely connection date is 8th December!!!
Monday morning comes and goes - no internet!
I have now obtained the email address of their CEO. 35 days to switch ISP is not what I had understood as the acceptable service that OFCOM (or whichever quango is pretending to look after consumers these days) promise.
Quite shocking really.

bigjim1974

EE wrote: »

Hi bigjim1974

Sorry about the issues you have faced.

Did you recieve your voucher in the end? If not I am happy to look in to the status of this for you.

Thanks
Jade- Representing EE

Yes I received the voucher thankyou :cool:

EE

YasminM wrote: »

Please can someone from EE, affiliates or amazon get in touch with me about the vouchers. i have been connected since 01/08/2014 and have not had anything about my vouchers.
getting very worried now:mad:

Hi Yasmin

Sorry for the delay and issues you have faced.

Please contact me directly at jade.taylor@affiliatewindow.com and I will respond to you ASAP.

Thanks
Jade- Representing EE

EE

Stretfordmongrel wrote: »

I waited for 3 months heard nothing no voucher. Then they claim it hadn't been tracked but several emails proved it had. Then they said I had to wait to end of the month to be processed then it may arrive a few days later! I wanted this for Xmas but been waiting since August! This is a scam as far as I am concerned they hope many will forget or not bother chasing it up. MSE need to flag these issues up and suggest customer chase the voucher up without waiting.

Hi Stretfordmongrel

Sorry to hear of the issues you have faced. I can confirm this is not a scam, however we have had some issues with the vouchers tracking or sending correctly, and are working to resolve this, between ourselves, EE and Amazon.

Have you recieved your voucher yet? If not please send me the full thread of current conversations with the team and I can look in to this. My address is jade.taylor@affiliatewindow.com

Thanks
Jade- Representing EE

EE

Liljen wrote: »

Dont do it - worst service ever!!. Please, please MSE - don't offer this "deal". They can't deliver, they rarely proactively contact you to say they can't deliver , their wait times on hold are terrible & the CSRs cut you off more times than not. Details and time line are below:

8 October
I originally contacted EE to get the ‘one-week only’ £120 Amazonvoucher that came thru the MSE site mid-October. I called & they said if I wanted to keepmy ph number I’d need a MAC code which would take at least a week before myorder could be processed... (seems like a bit of misleading advertisingthere!) If EE’s CSR had understood myrequirements & explained the correct process on this date it would havesaved a lot of frustration.
14 October
I received a MAC code from BT.
21 October
While the ‘one week only offer’ had expired, I could still get a £100Amazon voucher. I was moving house atthe same time & my existing provider (BT) would only move my number if Itook out a new contract with them... allin all it seemed like a good time to switch. I phoned EE again and it took over half an hour to get the orderprocessed. During this marathon call, I explained severaltimes that I was moving house & I wanted to keep my number. I was never told that EE needed to take overmy line at my old property & then do a house move.
23 October
I moved house. Around this time I rang BT to cancel my service as Ididn’t want the new tenants at my old address to use my account& was told thatI couldn’t cancel & would have to wait for the new provider to pick up theaccount. I then rang EE to say that Iwas paying for broadband that I wasn’t using & what could they do about it, so they gave me a month’s credit to make up for it.
4 Nov (approx)
I rang EE to see what was happening as I hadn’t heard from them viaemail, snail mail or txt only to find that my order was still being processed –2 weeks after first placing the order, and they said it would be processed thatday.
7 November
I received a text from EE saying there was a problem & to give thema call. When I called I was told thatthe MAC code had expired & I’d need a new one. While expressing my frustration the CSR saidthat I could have a £30 credit & suggested that I use this money topurchase a dongle. I was not told atthis point that accepting a credit would mean forgoing the opportunity toexpedite the process. I asked for amanager to give me a call – the CSR assured someone would call. I’ve never heard from them.
13 November
I received a new MAC code from BT, which I promptly gave to EE. I received another text from EE asking me tocontact them as there was a problem. Itturns out that BT wouldn’t release my number, so I’d need to get a new phonenumber - but I still wouldn’t get broadband until 27 November.
I rang BT to see what the problem was & they explained the correctprocess – ie that EE should have taken over my account at my old property &then done a home move. I then asked(again) to cancel my account with them & they said it would take a week(during which the new tenants could use the line & rack up charges on myaccount) & would cost me £30.
29 November
I hadn’t received a promised email or text saying the line was active,so I gave EE a call. They said the activationhad failed & the next possible date was 16 Dec, but good news – my land linewas active. The CSR they checked mypostcode (within walking distance of Canary Wharf) & said that fibre wasn’tavailable & I’d have to get ADSL.
AAAARRRRGGGHHHH.
I’ve since cancelled both landline & Broadband – lets see if theycharge me for the pleasure!

Hi Liljen

I am sorry to hear of the continuous issues you have faced.

Has this now been resolved since ending the contract or are you still having issues? If so I can put EE customer service in contact with you to hopefully fix the issues quicker.

Sorry again for the inconvenience caused
Thanks
Jade- Representing EE

EE

Davesquire wrote: »

Sorry Martin, but disaster is the only printable term that I can con jour up.
I received an email on 3 November confirming that my broadband and home phone package was on its way. I strangely then received a text informing me a date for an engineer to visit. Never experienced this before on switching lines. I phoned EE to inform them that the date was not good to me, whereupon the customer services admitted that my details had been entered incorrectly, as though I had no line (strange when I have submitted my home number!). The order would have to be resubmitted and I would have to wait another 10 days to get connected.
Not good, as my old company understandably completed their service within the agreed contract time.
I work away from home and get back at weekends, so this meant that my family was left without broadband - children's homework couldn't be completed; my wife couldn't even pay their dinner money (scary how much we now rely upon e-services!).
The new activation date came and went - still no internet services!
This weekend, I contact EE, who (as with previous posts) are all apologetic, and promise to get back to me Monday morning. However, they also state that the next likely connection date is 8th December!!!
Monday morning comes and goes - no internet!
I have now obtained the email address of their CEO. 35 days to switch ISP is not what I had understood as the acceptable service that OFCOM (or whichever quango is pretending to look after consumers these days) promise.
Quite shocking really.

Hi Davesquire

Sorry to hear you have had endless issues trying to get your broadband connected.

Are you still having issues? If so I can get MSE to contact you directly and gain some personal data so I can pass this to EE customer services to pick up with you directly and ensure the issue is resovled asap.

Thanks
Jade- Representing EE

EE

cherryblossomzel wrote: »

I got this deal. There were some problems with the initial setup, but hey ho. Sadly I got charged twice (becuase of an accidental duplication of an account for me, which was no-one's fault, just one of those things). I called up on the weekend and was told that I would be refunded in Novemer. If that refund doesn't come through as promised I will be annoyed. I also have slight conceerns about the amazon voucher, based on other people's experiences, but will wait and see.

The actual BB is fine, reliable and fast enough for my needs, including streaming TV. Customer services has been fantastic. Very helpful and friendly.

Hi Cherryblossom

Sorry to hear you had a few issues.

Have you recived your voucher now?

If not please email eevouchers@affiliatewindow.com with your order reference and we can investigate for you.

Thanks
Jade- Representing EE