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MSE EE broadband deal : We want your feedback
Comments
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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.0 -
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.0 -
...as previously mentioned there are Cashback deals available which pay rather better than the current £100 Amazon voucher. I switched today online from Sky (still in the initial contract period with them, but as they have increased their line rental this month if you call and inform them you intend to move then no early redemption penalties apply). The cashback has already tracked at £131.30 on Topcashback, albeit only Pending. As I paid the 12 months line rental in advance for £132, my net outlay so far is 70p plus £6 for the postage on the router. Ongoing monthly costs are £2.50 for the first 12 months, or a total of £30 for the year. So, all I need to happen is:
1) Sky honour their promise to not impose early termination charges.
2) EE provide the service they have promised, including delivering the router, setting up the phone, setting up the broadband, and negotiating the changeover from Sky.
3) The Cashback confirms and becomes payable.
4) The broadband actually works!
A promising start, but how many of these pieces will fall into place...? I guess only time will tell. What I do know is that, if it does all work out, then £36.70 for a year's broadband and line rental is the deal of the decade!0 -
lexington013 wrote: »3 months and counting now and have not received the £100 Amazon voucher, feel let down as this was a key incentive for me to sign up.
MSE promoted this therefore can you help to make EE deliver there promise.:(
Hi Lexington013
Sorry for the delayed response and issues you have faced.
Have you now recieved your voucher or had an update on the status of it?
If not I can investigate for you.
Thanks
Jade- Representing EE“Official Company Representative
I am the official company representative of EE. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
bigjim1974 wrote: »Ordered the deal on 15th August. There was a snarl up in the connection which meant we weren't connected until middle of September. Broadband seems fine, no problems watching iPlayer, Netflix, Youtube etc. Bit concerned about the Amazon voucher as I've heard nothing and lots of people seem to be having problems.
Hi bigjim1974
Sorry about the issues you have faced.
Did you recieve your voucher in the end? If not I am happy to look in to the status of this for you.
Thanks
Jade- Representing EE“Official Company Representative
I am the official company representative of EE. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
Poor experience. EE initially didn't bother to take over my old number from Sky so I had to use a different number until they could retrieve it - which I had to chase them to do.
No Amazon voucher has materialised after 4 months. Affiliatewindow said it hadn't tracked but were putting it in line to be actioned at the beginning of September. Since then, no response from them. I'm currently hoping they are going to respond to my post of 17 October in the other thread...
Hi Dauphin
Sorry for the delayed response.
I have sent feedback to you on the other thread.
Hopefully this resolves any issues.
Thanks
Jade“Official Company Representative
I am the official company representative of EE. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
Hi,
I saw the EE deal offer in martins money tips bulletin back in early September. I only had line rental at this time (which I paid £8.49pm for) and needed broadband as I am starting an online course soon so I needed to get broadband set up. I have very limited finances and on looking around I was struggling to find a provider who I could get line rental and broadband with for under £18 a month which was my budget limit. I saw the EE offer on MSE and thought it would be perfect, especially with the £100 amazon cashback being offered at the time. I don't ever use my home phone as I have a mobile contract where I make all my calls so I knew that all I would need was line rental and broadband. The offer at that time was £132 for 12 months line rental if you bought it up front plus £2.50 per month for the broadband = £162 for the year, well within my budget so I signed up online. I even phoned EE afterwards to make sure it had gone through OK and to check that I was only going to be charged £162 for the lot. The rep I spoke to confirmed that this was correct but I would have to pay for any weekday or mobile phone calls I made on top each month. I said that was fine as I don't use my home phone at all and so as far as I was aware, I was going to get a one off charge of £162 and that would pretty much be the end of it for the next 12 months.
I had heard nothing from EE until I got an e mail to say my broadband was going live on 24th Sept and a router/box would be sent to me by 23rd Sept. I did eventually get the router (though not until a week later as they had delivered it to the wrong address and the people were away on holiday so didn't pass it to me until they got back).
I began using the internet and thought nothing more of it until 15th October when I got an e mail to say my first bill had come through. I went online to check the bill expecting to see a charge of £162 and the bill showed a charge of £181.95 which had been taken from my bank the day before on 14th Oct. I immediately phoned EE and after some time eventually got through to someone who advised me that I had signed up for a deal that would cost me £132 for annual line rental plus £30 connection plus £19.95 per month for 20mb broadband and weekend landline calls. I explained this was not what I had ordered and that I had expected to get the deal I saw advertised through MSE because I had signed up through the MSE link as instructed. I was told that if I had been mis-sold this would need to be investigated and I have to wait up to 2 weeks to hear back from their 'mis-sale' team. If I don't hear I can call them back after 2 weeks and try again.
What a nightmare! I am certainly not in a position to pay any more than the £162 I budgeted for initially let alone another £19.95 every month just for 20mb broadband and weekend calls I wont ever use!! I was so upset and feel very frustrated that I can do nothing about it until they call me back! I am at least grateful I called them after I signed up as they are supposedly going to search for my call as it should have been recorded but as it it is not in their interests to be proven wrong, I am convinced my call won't be found!
I just don't know what to do now - please help ?????
Hi Deppity
Sorry to hear about the issues you have faced.
Has this been resolved? If not I can speak to customer services and ensure this is reolved for you.
Sorry again for the issues you have faced.
Thanks
Jade-Representing EE“Official Company Representative
I am the official company representative of EE. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
Can moneysavingexpert let me know how I can contact them about a complaint? I signed up for a recommended deal from the newsletter and my m and s vouchers I told would arrive haven't. Thanks.
Hi Alirhi
Sorry to hear you havent recieved your voucher. If you are still having issues please email eevouchers@affiliatewindow.com
Thanks
Jade- Representing EE“Official Company Representative
I am the official company representative of EE. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
I agree that we have been swindled, I have emailed EE and the affiliates email but to no avail.
I switched to EE through MSE simply because of the £120.00 voucher but it now almost 5 months since I switched, not only have I not received the voucher but I have lost faith in MSE
:money::mad:0 -
I waited for 3 months heard nothing no voucher. Then they claim it hadn't been tracked but several emails proved it had. Then they said I had to wait to end of the month to be processed then it may arrive a few days later! I wanted this for Xmas but been waiting since August! This is a scam as far as I am concerned they hope many will forget or not bother chasing it up. MSE need to flag these issues up and suggest customer chase the voucher up without waiting.0
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