MSE EE broadband deal : We want your feedback

EE

johnb222 wrote: »

I signed up for the MSE deal of £2.50 a month and pay line rental up front. When I received confirmation email it had weekend calls added . I immediately rang customer services who could not do anything as I was not yet on their system. I was told to ring back in a few days. I left it a week, then rang again. This time I was told they couldn't make any changes until the system went LIVE.
7th Jan the system went LIVE, I called again and they said that everything would be reset to £2.50 a month. I was not convinced as had nothing in writing but felt I had no choice than to wait and see.
On 8th Jan I received my first bill via email. They were taking £25 for weekend calls p.m. minus a discount of £15 for some reason or other. Leaving me paying £10 p.m. instead of £2.50 that I'd signed up for.
After another hour plus wait getting through to customer services, I eventually got passed to the billing dept. They said that it was too late to change but my next bill would reimburse the overpaid £7-50 . I asked that they send me a confirmation email, no problem you'd have thought, seems its a problem for ee. They would have to pass the information onto their email team???? This would take another 2/3 days.
4 days have now passed and I've heard nothing. This leaves me with no choice other than to contact my bank and cancel the direct debit.
I have checked my call history and have spent a total of 4 hours 33mins getting through to ee, albeit, mostly held in a queue.
I have had many great deals through MSE over the years, but these clowns at ee are not doing MSE's reputation any good at all.

Hi John

Sorry to hear of the billing issues you have faced. If you would like to contact me directly at jade.taylor@affiliatewindow.com with a contact number and an outline of the issues you have raised in this thread I can pass it to EE Customer Services to pick up and resolve as soon as possible.

Thanks
Jade- Representing EE

Smokey_Lo

I have been an existing mobile customer with EE since 2013.

I ordered the MSE home broadband offer on 03/01/2015 through this website which was advertised at £1.95 a month and £15.75 line rental for 12 months’.

My partner was a customer with Talk Talk and paid a lot more a month for her broadband so after moving in with her I see this offer and we both decided to go ahead with it and take out a 12 months’ contract with a £50 Amazon voucher included.

After ordering the broadband on 03/01/2015 I received my order confirmation via email.

As time went on I still had not received either my welcome pack or my router so I decided to call 150 on 14/01/2015.

I was in the queue from 19:20 until around 19:45 when a welsh lad answered, we went through the initial security questions and then he told me I was through to the wrong department.

I stressed to the advisor about how long I had been on hold to him, he apologised and assured me there are 1 of 6 departments ready to deal with my enquiry with average hold times of 10 minutes.

He told me to stay on the line, he’ll keep connected until I am through to another advisor in a home broadband department.

I could tell by the dial tone that he had instantly released my call back to the queue where I then waited until 20:30 before given up and disconnecting the call.

I tried again nearer to 22:00 but once again I was on hold around 15 minutes before finally giving up for the evening.

On the morning of 15/01/2015 around 9:00 I called 150 to get my enquiry dealt with regarding the broadband I have ordered.

To be fair, an advisor answered nearly straight away, we didn't get off to the best of starts because I was frustrated with the poor service the night before.

He was a nice guy he placed me on hold to find out why I have not received my welcome pack or router.

He came back and told me that my notes on the file stated there was trouble with the home address’s land line connection test through BT Open Reach.

He ran a test himself and it passed on his screen so he then apologised and basically admitted EE must have forgot to despatch my order?!

By 17/01/2015 I still had not received my router or welcome pack so I called again, once again they apologised and apparently sent off my order form to be generated and despatched as soon as possible.

I then get a random text message saying I go live on 26/01/2015 not 19/01/2015.

I called around 12:30 quite frustrated only to get bounced around departments until 16:00.

I kept getting bribed with 6 months' free on EE's behalf for the inconvenience (£1.95 x 6 payments not including line rental) and online vouchers for the EE shop to buy a dongle which I didn't want before finally caving in and cancelling the order completely!

There was no genuine consideration whatsoever, one advisor read a paragraph from his legal script trying to get me to legally oblige to accepting their 6 month's free offer so they would not become liable if I was to be put through to complaints.

I said this is not good enough put me through!

I eventually got put through to complaints 3 or 4 departments later, who I had been asking for most of the afternoon, by then I was emotionally drained after speaking to 8 different people with extreme hold times avg. time 20 minutes plus.

The complaints guy was the only decent person all day, by then I had calmed down and he gave me the simple option of regenerating my order which I eventually accepted because I still need the broadband but he answered the questions I wanted answering in the first place, he has also sent my calls off to be audited by his manager.

As an EE existing customer since 2013, I think their customer service skills are appalling and I wonder how some of them managed to get a job there.

Sadly though this EE broadband offer with the MSE £50 Amazon voucher is most likely the best price this year if you dare go for it.

Thanks to them though I obviously no longer qualify for the Amazon voucher...

keith234

I JUST SENT THIS MESSAGE TO EE VIA THEIR MESSAGE BOARD

why is my broadband so slow your company has ripped me off
i am sick to the back teeth ringing your tech assistance
you fob me off all the time and then tell me 'turn it off and on again and it will be fixed ...goodbye!'
how patronising
'switch it off.. unplug it take it apart... disconnect... its your fault... you get 2meg coming into your property.....' all lies

this is what i get

1. Best Effort Test:
Download Speed : 0.03 Mbps
2. Upstream Test:
Upload Speed : 0.2 Mbps

EE

Smokey_Lo wrote: »

I have been an existing mobile customer with EE since 2013.

I ordered the MSE home broadband offer on 03/01/2015 through this website which was advertised at £1.95 a month and £15.75 line rental for 12 months’.

My partner was a customer with Talk Talk and paid a lot more a month for her broadband so after moving in with her I see this offer and we both decided to go ahead with it and take out a 12 months’ contract with a £50 Amazon voucher included.

After ordering the broadband on 03/01/2015 I received my order confirmation via email.

As time went on I still had not received either my welcome pack or my router so I decided to call 150 on 14/01/2015.

I was in the queue from 19:20 until around 19:45 when a welsh lad answered, we went through the initial security questions and then he told me I was through to the wrong department.

I stressed to the advisor about how long I had been on hold to him, he apologised and assured me there are 1 of 6 departments ready to deal with my enquiry with average hold times of 10 minutes.

He told me to stay on the line, he’ll keep connected until I am through to another advisor in a home broadband department.

I could tell by the dial tone that he had instantly released my call back to the queue where I then waited until 20:30 before given up and disconnecting the call.

I tried again nearer to 22:00 but once again I was on hold around 15 minutes before finally giving up for the evening.

On the morning of 15/01/2015 around 9:00 I called 150 to get my enquiry dealt with regarding the broadband I have ordered.

To be fair, an advisor answered nearly straight away, we didn't get off to the best of starts because I was frustrated with the poor service the night before.

He was a nice guy he placed me on hold to find out why I have not received my welcome pack or router.

He came back and told me that my notes on the file stated there was trouble with the home address’s land line connection test through BT Open Reach.

He ran a test himself and it passed on his screen so he then apologised and basically admitted EE must have forgot to despatch my order?!

By 17/01/2015 I still had not received my router or welcome pack so I called again, once again they apologised and apparently sent off my order form to be generated and despatched as soon as possible.

I then get a random text message saying I go live on 26/01/2015 not 19/01/2015.

I called around 12:30 quite frustrated only to get bounced around departments until 16:00.

I kept getting bribed with 6 months' free on EE's behalf for the inconvenience (£1.95 x 6 payments not including line rental) and online vouchers for the EE shop to buy a dongle which I didn't want before finally caving in and cancelling the order completely!

There was no genuine consideration whatsoever, one advisor read a paragraph from his legal script trying to get me to legally oblige to accepting their 6 month's free offer so they would not become liable if I was to be put through to complaints.

I said this is not good enough put me through!

I eventually got put through to complaints 3 or 4 departments later, who I had been asking for most of the afternoon, by then I was emotionally drained after speaking to 8 different people with extreme hold times avg. time 20 minutes plus.

The complaints guy was the only decent person all day, by then I had calmed down and he gave me the simple option of regenerating my order which I eventually accepted because I still need the broadband but he answered the questions I wanted answering in the first place, he has also sent my calls off to be audited by his manager.

As an EE existing customer since 2013, I think their customer service skills are appalling and I wonder how some of them managed to get a job there.

Sadly though this EE broadband offer with the MSE £50 Amazon voucher is most likely the best price this year if you dare go for it.

Thanks to them though I obviously no longer qualify for the Amazon voucher...

Hi Smokey Lo

Sorry to hear about the above issues you have faced. I can see you have emailed me this directly so will pass this on to the relevant team to resolve. I will aslo email you directly from now on to keep you updated.

Sorry again for the issues you have faced.

Thanks
Jade- Representing EE

EE

keith234 wrote: »

I JUST SENT THIS MESSAGE TO EE VIA THEIR MESSAGE BOARD

why is my broadband so slow your company has ripped me off
i am sick to the back teeth ringing your tech assistance
you fob me off all the time and then tell me 'turn it off and on again and it will be fixed ...goodbye!'
how patronising
'switch it off.. unplug it take it apart... disconnect... its your fault... you get 2meg coming into your property.....' all lies

this is what i get

1. Best Effort Test:
Download Speed : 0.03 Mbps
2. Upstream Test:
Upload Speed : 0.2 Mbps

Hi Keith

I do apologise for the service you are recieving.

Would you like me to raise this with the customer services team? If so please email me directly on jade.taylor@affiliatewindow.com with the issues you have faced, and a contact number and I will do my best to resolve this for you.

Thanks
Jade- Representing EE

mattie1985uk

Hi there, Is there any chance of the Amazon voucher offer coming around again anytime soon?

EE

mattie1985uk wrote: »

Hi there, Is there any chance of the Amazon voucher offer coming around again anytime soon?

Hi

The Amazon voucher offer is still available on ADSL Anytime and all Fibre packages.

Thanks
Jade- Representing EE

brian_1945

Switched to EE because their package fits my pattern of phone use. We don't have fibre in our area. EE said I could expect slightly better speeds than from my old broadband provider. I signed up on the phone from a lead on this website.


Problems:


1. Discount in my contract did not appear on first bill. Had to phone. An error - told it will be on next bill.


2. EE told me MAC code not needed to transfer (I specifically asked). Broadband and phone transferred but old provider continued to bill broadband. Old provider said I should have asked for a MAC code because I was changing between BT wholesale providers. Imposed £35.88 "cease fee".


(Last time I changed a MAC code wasn't needed! - supposedly I'm told because it wasn't between BT suppliers).


3. EE agreed on phone to refund "cease fee" but are being awkward after submitting actual bill. Say it isn't a final bill.


4. EE broadband speed claimed 5Mbps with range 3.5Mbps to 7.5Mbps for my specific address. In practice below 3.5Mbps often dropping well below 2Mbps. Slow in evenings so useless for TV streaming with BBC Iplayer.

EE

brian_1945 wrote: »

Switched to EE because their package fits my pattern of phone use. We don't have fibre in our area. EE said I could expect slightly better speeds than from my old broadband provider. I signed up on the phone from a lead on this website.


Problems:


1. Discount in my contract did not appear on first bill. Had to phone. An error - told it will be on next bill.


2. EE told me MAC code not needed to transfer (I specifically asked). Broadband and phone transferred but old provider continued to bill broadband. Old provider said I should have asked for a MAC code because I was changing between BT wholesale providers. Imposed £35.88 "cease fee".


(Last time I changed a MAC code wasn't needed! - supposedly I'm told because it wasn't between BT suppliers).


3. EE agreed on phone to refund "cease fee" but are being awkward after submitting actual bill. Say it isn't a final bill.


4. EE broadband speed claimed 5Mbps with range 3.5Mbps to 7.5Mbps for my specific address. In practice below 3.5Mbps often dropping well below 2Mbps. Slow in evenings so useless for TV streaming with BBC Iplayer.

Hi Brian

Sorry to hear you have had numerous billing issues since signing up to EE.

Would you like me to raise this with customer services? If so please email me at jade.taylor@affiliatewindow.com with a contact number and the above issues, and I can pas this on and hope to have it resolved ASAP.

Thanks
Jade- Representing EE

Marktheshark

47 days for connection and the discount deal not applied getting charged £24.99 a month and I dont trust they will sort it out as promised