MSE EE broadband deal : We want your feedback

VeryRelentless

I tried to sign up with EE today, only to be told that the offer had expired, despite MSE saying it was valid until 31 DEC.

I've been planning switching since I read about the deal a few months ago. I read all the smallprint, phoned EE a few weeks ago to confirm details etc. Can anyone at EE or MSE still honour the original deal?

seeroo

Signed up for EE broadband using offer and got router ok with a go live date of 22nd December. 22nd December comes and we have no dial tone or Internet. Ring EE on 23rd and they agree to send a BT engineer out the next day after running through usual checks.

BT engineer comes out on 24th and fixes phone line says that EE connected us to the wrong port but no broadband coming down the line. Ring EE as BT engineer says they haven't turned broadband on, on the line. EE makes us go through all the line test, plug into the test socket nonsense then says we need to ring back in 3 hours when the line fault has been closed down so he can raise a broadband fault. Ring back in 3 hours and have to go through all the checks and line tests again. Then they "escalate" it to their advance team who will ring us on the 26th.

Advance team ring us on the 26th and go through same checks. They then say they need to send an engineer out but appointment system not working so will ring us back. By 28th they have not rung back so ring them. Have to go through all the line tests again and then get through to someone who knows what the problem is. BT is doing upgrades on the line but can't do then til Monday 22nd and they will ring me on the 29th after 3pm.

On the 29th receive a text saying they have an update on the fault. Go to ring them and there is no dial tone on the phone again. Ring from my mobile to speak to whoever sent the text but get stuck in the loop of have we plugged it into the test socket etc. Just wanted to know what the update was but they wouldn't tell me. They then did another line test and said they would have to send an engineer out tomorrow (30th). Also didn't receive my phone call back after 3pm. We think they're probably ringing the dead landline which is just ringing out when we ring it from our mobiles.

So we've had no broadband since 22nd and there is nothing wrong with our line because it worked perfectly with sky. They have clearly done something wrong on their end!

Tried to get through to complaints but customer service wouldn't help just said they couldn't deal with technical queries.

We'll see what happens with the BT engineer tomorrow but he will be a line engineer again and doesn't do anything with the broadband.

Argh I'm soooo frustrated!

HumbleSecretary

Hi .. I thought I would write about my experiences with trying for the £100 amazon deal. I couldn't remember if I clicked the right link - pretty sure that I hadn't as I got an email with the para at the beginning: "If you have not yet made your purchase please click here to go on to the EE site and make you purchase online or If you wish to place your broadband order on the phone please call 08000795213."

Clicking through takes you away from the MSE website. It's only reading down that you see this sentence: " "The £100 Amazon dot co dot uk Gift Certificate is only available on an EE Home Broadband contract purchased through moneysavingexpert dot com It is not available for purchases made by post, and is only accepted on telephone sales if it is made via 08000795213."


Numerous phone calls to the 08000795213 phone number and all sorts of helpful and unhelpful people who cannot confirm one way or another whether I have signed up for the deal, I'm happily advised there is something that can be done for me instead - this is suggested when I say that I wish to cancel (with the mindset of cancelling and getting in with the £50 deal!) I'm put through to another department and I speak at length to a person who doesn't understand my issue, or question and I say "what can you do for me" and he responds "we can give you £1 discount over the year and refund the bb box fee".


No thanks!! I'm insulted really to be offered a £1 discount over the year, passed from pillar to post etc.

Be very wary of the 08000795213 number !!


I'm very disappointed with EE.

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EE

Broadband_changer wrote: »

I signed up online for MSE EE broadband and landline deal on 26 Nov. and am STILL waiting for service, which was supposed to be live in 10 days. I tried calling the 'helpline', which cut me off twice when I selected new customer broadband help option. I emailed two separate EE email addresses and both emails were returned as undeliverable. I have sent two cancellation letters (the last one 'signed for') but have had no communication from EE, except a text today to say my service will be activated on 5 Jan. I havent received the router and don't want anything to do with these gangsters EVER. Incidentally, EE had set up a direct debit on my account when I called my bank 2 weeks ago. When I Googled, I discovered many, many complaint template downloads specifically for EE.

Hi Broadbandchanger

I do apologise that you have had endless issues with your broadband. If you have not had your broadband activated by 5th, please email me directly on jade.taylor@affiliatewindow.com, listing your issues and I will do my best to resolve this for you.

Thanks
Jade- Representing EE

EE

jd87 wrote: »

I signed up to the recent MSE offer giving a £100 Amazon voucher when signing up to EE broadband. I paid line rental upfront (approx £130) and am now paying £2.50 a month. Pleased with the fast installation and service so far. There is one problem though:

When I was looking for a broadband provider there was nobody offering fibre in my area. Just after my EE slow broadband was installed, I checked online again and Fibre is now available. Does anyone know if I can upgrade to EE Fibre without losing out on my existing offer savings/amazon voucher?

Hi JD

I believe this is possible. I would recommend calling EE customer services and they will be able to talk you through the process.

Thanks
Jade- Representing EE

EE

Marktheshark wrote: »

Signed 4th December, heard nothing, whats the e-mail addy then.
When I say nothing, the generic thanks your order, we will send xxx e-mails, then nothing.
Nothing, means, nothing.

Hi Mark

As i did explain it would take 3 months from connection to receive your voucher. We can look in to this for you though to ensure it has tracked correctly and it will be sent automatically.

If you can send an email to eevouchers@affiliatewindow.com with your order reference, order date and connection date we can look in to it for you.

Thanks
Jade- Representing EE

EE

VeryRelentless wrote: »

I tried to sign up with EE today, only to be told that the offer had expired, despite MSE saying it was valid until 31 DEC.

I've been planning switching since I read about the deal a few months ago. I read all the smallprint, phoned EE a few weeks ago to confirm details etc. Can anyone at EE or MSE still honour the original deal?

Hi VeryRelentless

Unfortunately this offer has now expired. This was explained in the T&C's and MSE were aware. We do have a new offer live of a £50 voucher.

Thanks
Jade- Representing EE

EE

seeroo wrote: »

Signed up for EE broadband using offer and got router ok with a go live date of 22nd December. 22nd December comes and we have no dial tone or Internet. Ring EE on 23rd and they agree to send a BT engineer out the next day after running through usual checks.

BT engineer comes out on 24th and fixes phone line says that EE connected us to the wrong port but no broadband coming down the line. Ring EE as BT engineer says they haven't turned broadband on, on the line. EE makes us go through all the line test, plug into the test socket nonsense then says we need to ring back in 3 hours when the line fault has been closed down so he can raise a broadband fault. Ring back in 3 hours and have to go through all the checks and line tests again. Then they "escalate" it to their advance team who will ring us on the 26th.

Advance team ring us on the 26th and go through same checks. They then say they need to send an engineer out but appointment system not working so will ring us back. By 28th they have not rung back so ring them. Have to go through all the line tests again and then get through to someone who knows what the problem is. BT is doing upgrades on the line but can't do then til Monday 22nd and they will ring me on the 29th after 3pm.

On the 29th receive a text saying they have an update on the fault. Go to ring them and there is no dial tone on the phone again. Ring from my mobile to speak to whoever sent the text but get stuck in the loop of have we plugged it into the test socket etc. Just wanted to know what the update was but they wouldn't tell me. They then did another line test and said they would have to send an engineer out tomorrow (30th). Also didn't receive my phone call back after 3pm. We think they're probably ringing the dead landline which is just ringing out when we ring it from our mobiles.

So we've had no broadband since 22nd and there is nothing wrong with our line because it worked perfectly with sky. They have clearly done something wrong on their end!

Tried to get through to complaints but customer service wouldn't help just said they couldn't deal with technical queries.

We'll see what happens with the BT engineer tomorrow but he will be a line engineer again and doesn't do anything with the broadband.

Argh I'm soooo frustrated!

Hi Seeroo

I do apologise for that seems like the endless issues you have faced.

Please feel free to email me directly on jade.taylor@affiliatewindow.com listing these issues and that we have spoken on the forums and I can pass this to the head of customer services to pick up directly with you.

Sorry again for the delay.
Thanks
Jade- Representing EE

EE

HumbleSecretary wrote: »

Hi .. I thought I would write about my experiences with trying for the £100 amazon deal. I couldn't remember if I clicked the right link - pretty sure that I hadn't as I got an email with the para at the beginning: "If you have not yet made your purchase please click here to go on to the EE site and make you purchase online or If you wish to place your broadband order on the phone please call 08000795213."

Clicking through takes you away from the MSE website. It's only reading down that you see this sentence: " "The £100 Amazon dot co dot uk Gift Certificate is only available on an EE Home Broadband contract purchased through moneysavingexpert dot com It is not available for purchases made by post, and is only accepted on telephone sales if it is made via 08000795213."


Numerous phone calls to the 08000795213 phone number and all sorts of helpful and unhelpful people who cannot confirm one way or another whether I have signed up for the deal, I'm happily advised there is something that can be done for me instead - this is suggested when I say that I wish to cancel (with the mindset of cancelling and getting in with the £50 deal!) I'm put through to another department and I speak at length to a person who doesn't understand my issue, or question and I say "what can you do for me" and he responds "we can give you £1 discount over the year and refund the bb box fee".


No thanks!! I'm insulted really to be offered a £1 discount over the year, passed from pillar to post etc.

Be very wary of the 08000795213 number !!


I'm very disappointed with EE.

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Hi

I do apologise for the issues you have faced when trying to sign up to this offer.

Did you eventually place an order? If so I can look in to whether the first or second order qualified for the voucher, and if not we can talk about ensuring the voucher is sent to you.

Please email eevouchers@affiliatewindow.com with your order reference and order dates and we will investigate.

Again sorry for the issues you have faced.

Thanks
Jade- Representing EE

feedingtime

What is the voucher code? I click the link to EE from the Cheap Broadand page but the pop-up is asking for a voucher code.