MSE EE broadband deal : We want your feedback

EE

pgoodall wrote: »

I just posted another rant in the forums before I saw this one. I won't repeat the whole story here (as it is a long one), but basically EE's customer service has been absolutely terrible so far. The service is live (finally), but I don't yet have my number ported. I signed up with EE on the 13th September, and have spent countless hours on the phone with them explaining and re-explaining the situation. On every call I'm told why I have to wait even more time and I am given more and more misinformation. At this point, I may never get my number ported because of all these delays.

To be fair this is only mostly, but not totally, EE's fault. I was with Virgin Media before and Virgin Media don't make the process any easier. VM own their phone numbers, and the number first needs to be "released" by Virgin. However, EE doesn't tell you any of this, and the process has never been clear. There is a complete lack of communication from EE when issues arise - one rep actually told me they are unable to make outbound calls - so I am left to constantly chase them! If I didn't keep calling back my problems would go completely unresolved.

The service itself is fine, but the customer service is awful. If you do decide to go with EE then hope you never have to actually speak with them.

:mad:

[Update - 26 Nov 2014] Hey presto... My phone number is working again. I just wish it didn't take all this to get to that point. :-/ Fwiw, I didn't actually get a call from EE. Just a BT engineer that called to verify the number was working again.

Hi Pgoodall

Sorry to hear you had endless customer services issues. Is everything resolved now, or is there anything I can help with?

Thanks
Jade- Representing EE

EE

Gaijin1996 wrote: »

Not a good experience so far????
I received my router on Saturday 15th November. During the morning of Thursday 20th November my broadband stopped working. Luckily the router came with an EE contact telephone number so I phoned them up. First attempt involved waiting on an automatic system, being put through to a human AND then being cut off!!! The next attempt resulted in talking to a lady in an Irish call center. I was told my line had been taken over and that broadband would be connect NEXT Thursday 27th November. Apparently I should have been informed AND I confirmed they did have my correct contact details. I was offered 1 month free as compensation. I explained I was currently trying to work from home and this was not acceptable. I requested to speak with a manager and was introduced with a rather novel process. You book an appointment for the following day!!!! I asked for a 9am to 10am slot. Later that day my landline stopped working????? The next day before 9am I contacted EE and ensured they (i. e. A manager) had my mobile phone number. That was lucky as they only had my land line and email address.
WAITED
Phoned at 10:20 and was told I was on a managers pending contact list. Phoned at 12:30 and was told I should have been phoned at 12:00. I was told an Urgent request would be sent to the manager. I didn't get a phone call. By this time I calculated I'd spent >1.5 hours on the phone. I managed to speak with a manager the following day after further phone calls and was promised £30 credit But no improvement in connection times. I did get more information on my landline problem. Apparently there is a BT network problem.
Anyway I'm currently no further down the line AND yet to experience the voucher offer.

Hi Gaijin

Sorry to her you have experienced endless issues.

Has this been resolved now, and have you had your voucher? If not I am happy to investigate this for you.

Thanks
Jade- Representing EE

PeteWynne

My girlfriend is with EE, she was called last night (by EE) with a customer only deal for fibre broadband. She rightly told them to phone back tonight because I'd be around..

So they phoned back earlier, the caller went through the deal again.. 10gb of extra data on her phone contract.. 80mb fibre connection, unlimited downloads, £36 install... All this for £15 a month for 3 months - -£29.95 a month after... We asked 3 times if that included line rental, we were told - yes this includes line rental for valued customers only.. I had googled it during the call and queried it..

So after the call my girldfriend gets the email confirming the order, sure enough - £15.something line rental!

Totally miss-sold! Lied to!! If we had not asked so many times, I'd understand.. I really hope the call was recorded so it can be learnt from, am disgusted.. Will never be an EE customer.

EE

PeteWynne wrote: »

My girlfriend is with EE, she was called last night (by EE) with a customer only deal for fibre broadband. She rightly told them to phone back tonight because I'd be around..

So they phoned back earlier, the caller went through the deal again.. 10gb of extra data on her phone contract.. 80mb fibre connection, unlimited downloads, £36 install... All this for £15 a month for 3 months - -£29.95 a month after... We asked 3 times if that included line rental, we were told - yes this includes line rental for valued customers only.. I had googled it during the call and queried it..

So after the call my girldfriend gets the email confirming the order, sure enough - £15.something line rental!

Totally miss-sold! Lied to!! If we had not asked so many times, I'd understand.. I really hope the call was recorded so it can be learnt from, am disgusted.. Will never be an EE customer.

Hi Pete

Sorry to hear of the issue you had last night. Would you like me to raise this with EE customer services to resolve the issue for you?

If so please email me at jade.taylor@affiliatewindow.com, explaining that we spoke on the forum, highlighting the issue, and if you can provide me with a contact number, I can pass this to customer services for you.

Thanks
Jade- Representing EE

sophieboo

Still not got my voucher either. Was really depending on this for Christmas!

Have started the ball rolling, so really hope I get it for Xmas.

Boooo!

EE

sophieboo wrote: »

Still not got my voucher either. Was really depending on this for Christmas!

Have started the ball rolling, so really hope I get it for Xmas.

Boooo!

Hi Sophieboo

Sorry that you still havent recieved it. Please email eevouchers@affiliatewindow.com with your order reference and order date and we will try to have this to you before Xmas.

Thanks
Jade- Representing EE

saxtabulous

having been 'sold' the idea by Martin Lewis on a BBC Radio programme ( how does he get away with promoting his own product like that?) I went through all the hoops in order to make the switch to EE and get the deal. Bottom line: A week later and after several phone calls with EE I am told I cant have the deal unless I change my home phone number, the same number that every person I communicate with on this planet holds for me! The number that is printed on my cards, headed paper etc etc. What a waste of time...

EE

saxtabulous wrote: »

having been 'sold' the idea by Martin Lewis on a BBC Radio programme ( how does he get away with promoting his own product like that?) I went through all the hoops in order to make the switch to EE and get the deal. Bottom line: A week later and after several phone calls with EE I am told I cant have the deal unless I change my home phone number, the same number that every person I communicate with on this planet holds for me! The number that is printed on my cards, headed paper etc etc. What a waste of time...

Hi saxtabulous

Sorry to hear you have had endless issues.

Would you like me to speak to customer services to see if there is anything else I can do?

Thanks
Jade-Representing EE

saxtabulous

this is some kind of MSE publicity stunt right? Last conversation I had with your lot was that I should call BT and persuade them to let me use my old number with a new service provider.. like thats going to happen even if you could get through the maze of the BT call centre to find the right department... like I said complete waste of time a stunt dreamt up by the founder of this site to further boost his inflated ego.

EE

saxtabulous wrote: »

this is some kind of MSE publicity stunt right? Last conversation I had with your lot was that I should call BT and persuade them to let me use my old number with a new service provider.. like thats going to happen even if you could get through the maze of the BT call centre to find the right department... like I said complete waste of time a stunt dreamt up by the founder of this site to further boost his inflated ego.

Hi Saxtabulous

I am only a representative of EE and therefore am unaware of the conversations you have previously had with them. I can however raise it higher with the customer services team, which I am willing to do if you would like. I cannot confirm what they might say however can confirm they will do everything they can to help resolve the issue.

Thanks
Jade- Representing EE