MSE EE broadband deal : We want your feedback

saxtabulous

there is nothing to resolve the offer is worthless to me as i cant keep my phone number and these posts are as much about MSE role in all this as EE. I note there is no response from MSE. I expect the boss is out selling some product or other other via non commercial media to raise his profile still further.

quarky

Ugh. I wish I had never even looked at EE.


I applied to transfer my broadband and phone from Sky on the 19/11/14. After applying I received an email confirm that all was OK, which looked good, but then it said that I needed a new phone number (despite my given them my existing phone number). No problem I thought, so I called them (have proof from my phone log), and they said "don't worry, our system is just broken, and we will sort it").


I received the routed, then yesterday, received a text message, but things went down hill from there.


I got home, and no broadband, and no phone (no dial tone, and if I called my number it was always engaged). After spending an hour on hold to EE, I spoke to Jason (I think) who told that it was my Sky's fault, then BT's fault, but BT was closed so they couldn't do anything. I asked if someone would call me tomorrow when they had spoken to BT, but was told that EE are not allowed to call customers. I asked him if his manager could call me then, and was told that someone would call me before 10am the next day.


No one did.


I called EE after 10am, who after fifteen minutes (which is actually very good for EE) couldn't find my details obviously, but after being transferred several times, finally spoke to someone who could. That was Daniel, who ago blamed BT, and said it was a problem with my Exchange, but someone would call me as soon as it was fixed. I mentioned that I was told yesterday that EE can't make external calls, but Daniel said yes they can.


It didn't make any difference, no one called me.


Just before 1300, I received another message saying it was finally active. I called my number from work and it was still engaged. I called EE again, eventually got through to someone called Karen who told me first that numbers cannot be transferred, then that it was Sky's fault, then that it was a problem with my exchange, then that I should have told them I was moving house (I haven't moved house). Eventually, she told me that she had spoke to BT and it would all be working in about 15 minutes.


Called again at 1430. Again long waiting times and several transfers later, I had to hang up. I had a meeting at 1500, and couldn't afford to spend 30 minutes on the phone without speaking to anyone who knows what they are doing.


Called at 1550. After ten minutes managed to speak to someone who said that, yes, they could help with porting my number. By that time I had to leave the office, but I was given a number (07989 100 150, option 2) which would put me straight through.


Got home at 2050, and spent 50 minutes getting "straight through." Spoke to someone who told me that I can transfer away as I am within my 14 day period (which is apparently 14 days from activate according to her). Of course she wouldn't email it, and told me that it takes ten days for an email to go out through the "communications department". She then put me through to Lorna, who said that EE won't do anything to recover my number for 14 days, but warned that the number could have been assigned to someone else by then. She also told me that if I want to make a formal complaint, it will take eight weeks. And they will not provide a deadlock letter.


So EE have lost my home phone number, won't do anything for a futher two weeks, won't respond to an official complaint for EIGHT WEEKS (so I can't go to the ombudsman).


As failure to port the number seems very common, I don't see how they can be *that* incompetent. So do they screw up the transfer so you are too afraid to transfer away (by the time the number is assigned, the cooling off period will have expired)?


A complete disaster.

saxtabulous

you have had the feed back how about some form of apology from MSE???

MSE_David_P wrote: »

Hi all,

In our broadband guide EE is in our top picks.

We're after feedback from people who have applied this offer and want to know your experience and if you had any trouble getting the broadband.

Thanks for all help in advance

quarky

It isn't good enough from MSE. They have a good reputation and claim to be on the side of consumers, yet I can't help thinking that they have let people down here.


When people are being transferred from another provider without something as critical as their phone number being ported, that really isn't good enough from EE. Yet as these incidents seem anything but isolated, MSE really should be doing more to protect their readers.

canterswest

quarky wrote: »

It isn't good enough from MSE. They have a good reputation and claim to be on the side of consumers, yet I can't help thinking that they have let people down here.


When people are being transferred from another provider without something as critical as their phone number being ported, that really isn't good enough from EE. Yet as these incidents seem anything but isolated, MSE really should be doing more to protect their readers.

MSE is a sales business. When it appears in the media it generally hides this fact. EE and others in the sales chain appear on this forum to help hide MSE as the first link in sales. They are protecting the valuable, free appearances on the BBC and in other media from MSE being an 'editorial' business.

Information from MSE is heavily distorted so it has the power to sell to you. An example is the broadcast on BBC Radio 5 Live that persuaded some of you to take out this deal. It was propaganda and said this was the best deal out there and available from MSE. It hid complaints from customers and problems with vouchers. Any objectivity is fake.

MSE will know the extent to which a high value voucher acts as an incentive to take out a product. It watches sales on all its deals and what triggers most conversions. Even if a lot of consumers complain about a voucher, it will carry on offering them rather than see a drop in conversion.

As I said, it is a sales business, dreadful that it lures people in on the BBC but nobody has to take out its cleverly worded, complex deals.

wimblewomble_2

Wish I had checked properly before ordering.
But this was on MSE so thought it was a good deal.

EEs service has been nothing short of offensive.
Have spent most of last week organising them to send me a new brightbox. Each time I call I get a different response.
They are constantly passing me from one dept to another.
Each time I am required to repeat my full name, postcode, date of birth and first line of address.
They were supposed to call me yesterday as I decided the dreadful service needed escalating to a formal complaint.
I was supposed to be transferred to a customer service person. Instead the call was ended.

The only word I can find to describe this service is offensive.

How can I raise a complaint if they actually cut the call?

wimblewomble_2

Friday was supposed to be the install day.
I was required to be at my home for an engineers visit between 8am and 1pm.
No one turned up.
On phoning them up EE said it wasn't necessary for a visit as it was sorted at the exchange.
Firstly no one said an engineer might not need to turn up and secondly the connecation isn't working. So I now have to take more time off for another visit.
no one bothered to tell me.
I utterly refuse to be treated as if my time is worthless and not worth someones time to call me that no visit was required. Even though it turns out it was.

wimblewomble_2

Just finished a call with EE about my complaint.
do they read this forum?

Had to re-iterate all the problems. Felt sorry for the person taking the call; not their fault ee is abysmal.
have option to cancel contract before next engineer visit.

So, are there any broadband providers worth looking at?

Flapsters

After seeing this deal on the "cheap broadband" page I was about to go for it. So glad I read this forum as now I definitely won't. I'm shocked that a deal that comes with such poor customer service, and that doesn't seem to materialise, can be promoted. Shame, I thought I'd found a good deal, looks like if something seems to be too god to be true, it is.

EE

quarky wrote: »

Ugh. I wish I had never even looked at EE.


I applied to transfer my broadband and phone from Sky on the 19/11/14. After applying I received an email confirm that all was OK, which looked good, but then it said that I needed a new phone number (despite my given them my existing phone number). No problem I thought, so I called them (have proof from my phone log), and they said "don't worry, our system is just broken, and we will sort it").


I received the routed, then yesterday, received a text message, but things went down hill from there.


I got home, and no broadband, and no phone (no dial tone, and if I called my number it was always engaged). After spending an hour on hold to EE, I spoke to Jason (I think) who told that it was my Sky's fault, then BT's fault, but BT was closed so they couldn't do anything. I asked if someone would call me tomorrow when they had spoken to BT, but was told that EE are not allowed to call customers. I asked him if his manager could call me then, and was told that someone would call me before 10am the next day.


No one did.


I called EE after 10am, who after fifteen minutes (which is actually very good for EE) couldn't find my details obviously, but after being transferred several times, finally spoke to someone who could. That was Daniel, who ago blamed BT, and said it was a problem with my Exchange, but someone would call me as soon as it was fixed. I mentioned that I was told yesterday that EE can't make external calls, but Daniel said yes they can.


It didn't make any difference, no one called me.


Just before 1300, I received another message saying it was finally active. I called my number from work and it was still engaged. I called EE again, eventually got through to someone called Karen who told me first that numbers cannot be transferred, then that it was Sky's fault, then that it was a problem with my exchange, then that I should have told them I was moving house (I haven't moved house). Eventually, she told me that she had spoke to BT and it would all be working in about 15 minutes.


Called again at 1430. Again long waiting times and several transfers later, I had to hang up. I had a meeting at 1500, and couldn't afford to spend 30 minutes on the phone without speaking to anyone who knows what they are doing.


Called at 1550. After ten minutes managed to speak to someone who said that, yes, they could help with porting my number. By that time I had to leave the office, but I was given a number (07989 100 150, option 2) which would put me straight through.


Got home at 2050, and spent 50 minutes getting "straight through." Spoke to someone who told me that I can transfer away as I am within my 14 day period (which is apparently 14 days from activate according to her). Of course she wouldn't email it, and told me that it takes ten days for an email to go out through the "communications department". She then put me through to Lorna, who said that EE won't do anything to recover my number for 14 days, but warned that the number could have been assigned to someone else by then. She also told me that if I want to make a formal complaint, it will take eight weeks. And they will not provide a deadlock letter.


So EE have lost my home phone number, won't do anything for a futher two weeks, won't respond to an official complaint for EIGHT WEEKS (so I can't go to the ombudsman).


As failure to port the number seems very common, I don't see how they can be *that* incompetent. So do they screw up the transfer so you are too afraid to transfer away (by the time the number is assigned, the cooling off period will have expired)?


A complete disaster.

Hi quarky

I do apologise for the endless issues you have faced since purchasing this product.

I am happy to put in a formal complaint for you, and help to resolve any outstanding issues.

Please can you email me directly at jade.taylor@affiliatewindow.com, stating we have spoken on the forums and copying this thread, and adding any other issues you have faced, and I will ensure the customer services team pick this up for you.

Sorry again for the inconvience this has caused you
Thanks
Jade- Representing EE