EE BB - Don't do it!

MaCl14

Fuming with EE!
With their deal - cheap BroadBand and an Amazon gift voucher, I transferred from Sky to EE.
I only knew when I was being transferred from Sky to EE as Sky advised - no communication what so ever from EE - just the router sent in the post.
On the day Sky BB ended and EE was due to start, landline only, no BB. Phoned EE - on hold for 20mins, then cut off! Phoned again - call took 1hr in total! - 20mins hold again, transferred - as it turned out to wrong department, transferred from this department to 3rd person who advised I'd have to wait until midnight (I advised there was a signal but NW diagnostics were showing modem connectivity issue). Transferred to 4th person - supposed to be technical who advised he had no activation date, the department was closed and I'd have to phone back in the morning! - this all took an hour!
Phoned the next morning - transferred, finally advised by 2nd person on this call (6th person I'd spoken with in total!) that they had made a mistake and cancelled my BB and only set-up the landline! As it was their mistake they'd set-up BB ideally today, failing that tomorrow. This call took 45mins -from my mobile (There was also a recorded message whilst waiting advising of their BB issues currently!).
Then received a text to say the BB would be set-up in over a weeks time (taking it to 18 days in total!).
I phoned again, on hold as per, transferred advised can't bring it forward, it was BTs problem (they use BT for the line). I stated I couldn't wait a further week with no BB and the customer service was diabolical! - hours of my life wasted, huge cost of phonecalls! and still no BB!)
Unsurprisingly they can't cancel as "Someone at EE was in my account and they'll call me back".
This is a warning to other people - do not waste your time and money with EE! (-Unless you're happy to be kept on hold for a minimum of 20mins. before even speaking to someone at their call centre, transferred to wrong departments and people who can't give any information and wait 18 days+ for BB!).

parttimeskint

If they only ordered your broadband today it will likely be 2 weeks before it is actually set up.


Is the broadband still active with sky?


Usually issues occur due to not using a MAC if required but that would leave your old providers service active on the line. Might be worth trying your old sky router, just in case.

JJ_Egan

Line is BT Open reach both from Sky and EE .
But there are many many negative EE posts on here this year .

MaCl14

Thanks, after approx. 2 weeks (at least the minimum standard 10 days) after contacting EE to switch from Sky, it was due to be set-up 22/10. EE failed to do this - they admitted it was their mistake and have now put the order through again, expecting me to wait over a further week to the 30/10 -with no BB at all! - as Sky rightly cancelled when I switched suppliers after 2 weeks on the 22/10 .
I phoned to cancel yesterday, was advised "Someone at EE was in my account, therefore they couldn't cancel it then and would call me back" - taking my mobile and home number. Of course no callback received.
Shambolic company! I've wasted hours of my life this week being on hold/speaking with people at EE who can't help!
I'm writing a formal complaint and will give them the 8 weeks to respond before escalating to governing body.

MaCl14

So I since switched to TalkTalk after EE failed to supply Broadband. I received a letter from EE stating they had been contacted by another supplier - to contact them if this is not correct and that £0 was owed.
Logged onto to online Banking today to find they have stolen £132 from my Bank account!!!
I've filled in their complaints form, apparently I'll be contacted within 72hrs! Tried their number - listed as complaints number but not given this option! -only existing customers, if planning to leave, etc. and no-one can talk to you about anything other than these options!
Belive Ofcom is my next step to make a formal complaint (one was made with EE at the time of failing to provide BB, nothing done about it of course!).
I can't believe I've now got to try and get my £132 back that they've taken for providing nothing - BB wasn't ever set-up! and I cancelled well within the 14 days!

parttimeskint

The £132 will be early termination charges for the line rental, which they did supply. Unfortunately there is no cooling off period with EE once the services are active. Also broadband, call plan, and line rental are all separate products which means not receiving one service doesn't negate any contract on the services that did go live.


As far as I'm aware Virgin Media and Sky are the only main stream suppliers that give any kind of get out penalty free (under normal circumstances), once the services are active with their money back guarantee. There is an EE rep on the site, may be worthwhile contacting them to see if they can help.


Did they ever give a specific reason why they couldn't supply the broadband?

MaCl14

Thanks.
There's no way I'm paying out £132 for use of a landline for a couple of weeks max. - not used btw, only have as required for BB. When they failed to supply BB. The reason for not supplying BB was that they forgot to place the order -it took countless phonecalls and speaking with various people for myself to find this out! I also wasn't advised at any point they'd take £132 and even have a letter from them stating £0 is owed on cancellation. I WFH so couldn't wait another week with no BB! for them to do what they should have in the first place. They've failed to supply a service and breached their own contract. Will certainly be pursing the £132 they're charging for failing to supply a service! Shocking.

MaCl14

To update (and so that other people can be warned of EE!).
EE contacted me - following my complaint, to say they took £132 out of my Bank Account by error and despite taking - stealing! from my Bank Account in November, they are going to randomly invoice on the 12th December! and return my £132 they have wrongly taken 10 working days later! With Christmas this means they'll be refunding it on 30th December (-if I'm lucky! So far they haven't kept any promises, let alone meet their own T&Cs!) - money taken in November! Holding onto MY money for over a month and taking it before Christmas and not returning until afterwards! (Maybe this is some scam that people could set-up for Christmas! Set-up a Co. fail to provide services. Following cancellation from customer due to services not provided, help yourselves to the Customers Bank account in November, plenty of time for Christmas, pay for the office party and buy all your Christmas presents! and then pay the customer back sometime after Christmas!!!)
No idea why refunding money they've stolen from myself takes over a month!!!
Shocking Company! Stay well clear!

EE

MaCl14 wrote: »

To update (and so that other people can be warned of EE!).
EE contacted me - following my complaint, to say they took £132 out of my Bank Account by error and despite taking - stealing! from my Bank Account in November, they are going to randomly invoice on the 12th December! and return my £132 they have wrongly taken 10 working days later! With Christmas this means they'll be refunding it on 30th December (-if I'm lucky! So far they haven't kept any promises, let alone meet their own T&Cs!) - money taken in November! Holding onto MY money for over a month and taking it before Christmas and not returning until afterwards! (Maybe this is some scam that people could set-up for Christmas! Set-up a Co. fail to provide services. Following cancellation from customer due to services not provided, help yourselves to the Customers Bank account in November, plenty of time for Christmas, pay for the office party and buy all your Christmas presents! and then pay the customer back sometime after Christmas!!!)
No idea why refunding money they've stolen from myself takes over a month!!!
Shocking Company! Stay well clear!

Hi

Please can you email me directly at jade.taylor@affiliatewindow.com, listing the issues you have faced. I can then pass this to EE customer services to pick up with you directly.

Thanks
Jade- Representing EE

dealer_wins

Note to self, avoid EE at all costs!!

MaCl14

[EMAIL="Jade@EE"]Jade@EE[/EMAIL] why would I waste further time emailing EE? When I've made countless phonecalls (-having seen my phone bill, some of these have cost £7 a time!!!) I've logged a formal complaint with EE -which of course is being ignored as is the returning of MY money stolen by EE.
EE have 8 weeks to respond to the complaint and I can then escalate with Offcom. So EE have less than 2 weeks left to respond.
You're leaving 100s of these messages on MSE BB Forum to email and you'll 'pass to Customer Services' when EE 'Customer Services' are aware of all these issues and doing nothing about it! There's countless threads and messages about the shambolic EE!
Hope other people note all these issues - failure to provide services, stealing money from people's bank accounts and stay well clear!
Dealer Wins - Good choice! I wish I had done this!