MSE EE broadband deal : We want your feedback

Diddy_Dog

I signed up my mother to the £100 cash back deal on the 9th of December after getting the earlier £120 deal myself with no problems.

In my Mothers case we found out over this last weekend that despite getting emails and texts saying welcome to EE broadband and phone and getting a router (She has been using the router since the 23rd of December when she was told to change over) that only the phone line has been changed.

So after supposedly changing over to EE for both phone and broadband she has just had a bill for just short of £60 from her previous supplier AOL and was told it would be another month before it would be changed over.

There is also no sign of the £100 Amazon voucher

Despite numerous calls to both AOL and EE, neither company is accepting liability for the mess which has left us a bit stuck.

lexington013

I took the deal out in July last year, paying the line rental upfront to qualify for the £2.50 per month deal. My bill in January has now gone up to £18+ per month, WHY?
It now says Orange Home:mad:

Pincher

I see Kevin Bacon is on TV pushing the EE TV box.


But how do you get it? I got an e-mail on 4th February, titled "here’s your EE TV and broadband order confirmation"


Rang up on 16th February, only to be told it wasn't processed, but he will do it then. On 17th February, got another e-mail that is titled "here’s your EE TV and broadband order confirmation".

I was told multiple times since January that it takes 3 to 5 days to send the EE TV box, so I rang on 24th February. This time, he says a "Regrade" takes 12 days, because going from no EE TV to including EE TV is a new contract. Once the "Regrade" is processed, it will take 3 to 5 days to send the EE TV box.

Arrrrrgggghhhhh!!!!!


I hope this means they will not be asking for the EE TV Box back at the end of the contract.

fingerbob7

I joined a few months ago, from Sky. I wish I had stayed, as Sky offered me a good deal, but i wanted a change and I liked the Amazon voucher offer. I used to get 16MB speeds with Sky, with EE I get 10MB max, on most days it's only 2MB!! Most web pages won't load first time, it's like going back into the dark ages. I can't even load a broadband speed checker some days, the speed is too slow. I've tried everything on the EE website suggested to make the speed faster. No luck. Tried getting through to customer services but impossible and long waiting times.

Very disappointing, won't stay with EE and am considering leaving my contract early rather than put up with this.

Pincher

Pincher wrote: »

I hope this means they will not be asking for the EE TV Box back at the end of the contract.

They DO want the EE TV Box back! At the end of the 18 months contract, if I cancel, I have to return it!


Rang up again today. The call centre is open from 7am, and I called around 8am, and got through RIGHTAWAY. Not that it helps, because the Retention department opens from 9am!


Bizarrely, when I rang again around 10am, they didn't need to put me through to Retention. Eventually, got through to Provisions department. Read me a whole load of Terms and Conditions on a really muffled line, but I did catch the EE V Box remains the property of EE, and I have to return it when I stop taking the service. I also need to have a valid TV License and a Rooftop aerial.


Now, the surprise bonus. You now get a FREE Tablet, which you can use like a remote control for the EE TV Box! Unlike the EE TV Box, you get to KEEP the tablet! The whole saga dragged so long, I qualified for the Tablet, which only just started as a promotion.

Pincher

The £100 Quidco cashback is now showing as "confirmed".


So, why faff around for Amazon vouchers, just do it through Quidco or Topcashback, and get real money. The £100 deal disappeared for quite a while, but is back again.

Switcher33

Having used Plusnet broadband for over 4 years I decided to switch to EE in December 2014 following the MSE offer.

EE said that they would do everything and indeed the switch to EE went smoothly on 13 January 2015.

However, 13 January was one day after my billing date with Plusnet and they insisted in collecting by direct debit a full month's payment. When I queried this the response was that credit would be given for the overpaid days. However, on the date of changeover, Plusnet decided to charge a £30 cease charge. Plusnet say I owe them £16.28 and I say Plusnet owe me £13.72.

I discussed this with EE who advised that as they use the BT service, as do Plusnet, there should be no charge. So, how do I get my money back from Plusnet?

I have yet to receive my £100 Amazon voucher.

Boracic-lint_2

Re MSE/EE Broadband/Amazon voucher deal.

I contacted EE in November 2014 to switch to them and my ‘go-live’ date was given as 04 December 2014. This happened as promised.

Included in my ‘package’ with EE was Caller Display and Withhold-my-Number. On 09 December 2014 these two functions failed.

Since then I have been round and round the EE network and been given all sorts of advice from call centres in India and emails from Customer Services and the Broadband Team trying to get this sorted. I even purchased a new telephone on the advice of a call centre advisor; wrote to the head of Customer Services and the Chief Executive (1st Class recorded delivery) – no reply from either.

Back in January EE sent a British Telecom engineer to check my line, telephone and wall socket. He said he had been sent to check a noisy line! He found nothing and I have heard nothing since.

To cut to the chase, I have lodged a complaint via the Communications and Internet Services and Adjudications Scheme, (CISAS). Meanwhile the Withhold-my-Number has magically returned, so far, but my Caller Display still does not display, and EE have gone silent.

I have yet to receive an Amazon voucher.

Pincher

£100 Quidco cashback now in my bank account. Kerrching!
Applied in December 2014, broadband activated end of January 2015, after several failures to switch.


Spent several hours chasing the EE TV box today.
I caused the EE computer to develop a HAL 9000 complex!


The main EE computer is called Scout, and it would appear that it uses the phone line telephone number as the account ID, so it is insanely difficult to change your phone number.


You are supposed to port the old number from PlusNet (or whoever your line was with), and use it from initial setup, and never change it. As EE could not reserve and port my old number, I rang up after the switch to get the old number put back. The Scout computer allocated a temporary number in the beginning, which it considers to be the true and rightful telephone number for my account. The Billing computer, on the other hand, has no problems with the old number. Scout has schizophrenia, and is rejecting our orders because it denies my old telephone number is a valid account!


So far, three attempts to order the EETV Box have failed.
Despite Scout's greatest enthusiasm for the mission, they are now sending in David Bowman to hack Scout, so that my account ID matches the old telephone number.


Funny thing is, they are saying porting a number from PlusNet should be as simply as ticking a box.

Dewpoint

Switched to EE when the MSE offer was on. Got the Amazon voucher on time but suffered a number of hiccups during the transfer of my Home Phone/Broadband service.
Broadband went OK, but they neglected to transfer my Home Phone. As a result I was paying EE and my old HP supplier for a few months before I realised the error. EE compensated me for the loss but it created lots of extra work for me. No free evening calls with EE either.
Then I asked for the free EE voicemail service to be suspended because I had a home-phone answer machine. It took several attempts to get that done too.
The EE customer help service is offshore (India I think) and I find it difficult and frustrating dealing with this kind of service.
Won't be staying with them when my contract runs out, and not looking forward to having to switch these services again.:(