EE Dreadful service - HELP

DC34

Please help!

Not sure where to turn with this

Sorry it’s so long but my nightmare has been long

Back in August I decided to move from BT FTTC 80/20 Broadband to EE

I Have a mobile contract with them and have had no problems at all

So here’s the story

During the summer I had been bombarded by calls about me switching from BT to EE’s award winning broadband service.

I was reluctant to do this as BT and its broadband have been rock solid for me and have never had any need to change

However recently their speeds have been dropping and that coupled with the Amazon Voucher scheme I decided to take the plunge and migrate my broadband to them
WHAT A MISTAKE THAT WAS! :mad:

I regret ever speaking to EE about this

I work for a business ISP so know how this works they are reselling BT’s Circuits so a simple MAC code from BT should ensure an easy Migration

Now a few days after placing the order (3rd September) I looked online and there was delay until the 23rd September for the migration, this should take 5-10 days, I ordered this on the 3rd September
Not a good beginning was it.

I called their call centre who had me on hold for 12 mins, that’s how long it took him to work out that I needed to speak to someone in Belfast on the Fibre team.
She then took 16 mins to work out they had no answer for me and had no way of knowing what was wrong with the order other than a problem with the address.
She was extremely rude, showed no empathy and couldn’t even be bothered to call me back, would rather have me hanging on the phone at my expense.
She said that they had no facility to make outgoing calls and had too many systems to check so I would have to hold or wait 24 hours. :T

When I said that I might cancel this order she didn’t seem to care, they obviously don’t need the business then?

How can this company win all these awards and not give a damn about their customers?

She had offered to have a manager call me in 24 hours, well thanks. Guess what he never called

One month later

I think I had sent almost 40 emails and had about 6 calls with the HLE team – who seem to ring me on a Sunday for some strange reason which is when they are unable to do anything?

It had taken all this time to migrate me which began on the 3rd September

During this time they have offered me 3 months free line rental wonderful but have migrated me to an inferior service a 40/2 FTTC
After having been on the 80/20 BT Product

Why did I ever bother moving?

To top this off I had then spoken to BT who are billing me still because EE never closed the job off because they tried to expedite this

Another 2 weeks down the line

EE managed to cut me off completely and then promised me £30 to buy a dongle – no sign of it never appeared and in fact decided to charge me £35

Here was my response to them

So I thought I would let you know where we are before I take further action on this

Migration was supposed to complete well over a month ago

I now have no broadband whatsoever for over a week now and have children who can't even do their homework do to our reliance on broadband nowadays, never mind everything else

Have had to pay for data through my EE phone close to £30 never mind the numerous calls I have made to your call centres

Promised £30 credit for a dongle by Jessica Barr never arrived and in fact this morning have been billed for £35 despite also been told that I will get 3 months free line rental

Engineer has been booked to come out tomorrow afternoon to see what is wrong and if successful he will put me on WBC???????
You had originally migrated me to Fibre albeit an inferior product 40/2 So I don’t understand the logic in that

I have been escalated to your HLE and have had looking after me

Noveed Rehman
Jessica Barr
Kirsty McIntyre
Colin somebody who categorically stated that I would be working by midnight on the 24th October And now a guy called David who is doing his best but seems to be having the same issues.

I am being serious when I say that I am thinking about visiting my doctor regarding the stress this is causing me

For this reason I need to draw a line in the sand on this

I will be looking for compensation for all this grief and inconvenience your company has cause me and my family

I will give you a deadline of 2 weeks to have this finally fixed and me on the correct product that I requested back in August FTTC 80/20

I Think I have been more than fair and patient on this, I could have cancelled this service at any time

So 12th November and If this is not fixed I will be cancelling my order and taking my business elsewhere, along with my mobile contract to which I spend over £50/month with you on aswell

I will then take this to the small claims court and instigate proceeding to claim compensation

I will leave it with you

Many thanks

Since then they have connected me to ADSL2+ have sent me 3 different routers one of which gives me ADSL speeds and the other 2 don’t work as they are setup for Fibre
Fibre is the product that I am supposed to be on
I called them this morning and they now say it will be working on the 19th November

My email to CEO above gave them a deadline of the 12th November

What should I do

I am at a loss

Anybody got any advice on this

Many thanks

DC

JJ_Egan

One take advice from the company you work for if anyone has extra knowledge .
Two wait for 19th November and see what happens .
Or just cancel now and pay them off .
Not really much else you can do .

DC34

My God!

Are you saying that big companies like EE can treat customers like this and there is nothing that can be done

Can i not take them to the small claims court or something do i not have any rights?

Why would i pay them for anything???

Thanks

tamtlc

Hi DC,

I feel I may heading down the same road with EE as we speak. I have just got off the phone with them for a second time, having been promised a call back several days ago.

I ordered my broadband on 10th Oct to be installed on 3rd Nov (I thought that would give them enough time to sort out the BT line). I took a day's holiday and waited in but no-one showed up. When I got in touch with them, they said there was a problem with my order and that no-one would be coming. I questioned why I hadn't been informed about this issue beforehand but the customer services representative was no able to give me an answer to this. Frustratingly, I had called them after the 10th Oct to enquire about my broadband service and there seemed to be no problems with my order then.

They now say they are coming 17th Nov which means taking another day's off work. Unfortunately, I have no more annual leave so this will come out of my pocket. Plus, I am without the internet for a further 2 weeks (and as an EE mobile customer, I'm sure they will have no problems charging me for any extra data I use).

They offered me £30 on the account, which only covers the connection charge. However, they would have charged me £108 if I had cancelled the installation without 48hrs notice. I do not see why they relationship doesn't work both ways. I will certainly be more than £30 out of pocket. I've asked this to be escalated and was promised a call back but I have yet to receive said call.

Overall, the service leaves much to be desired. I would like a resolution before 17th Nov as, if this sets the tone for the rest of my service, I'll look elsewhere.

I hope you get your internet sorted soon and would be keen to here how you get on!!

Thanks,

TC

DC34

Is there nothing i can do

They have breached the contract surely i can cancel everything and place a new order with Virgin

DC

DC34

12th November has come and passed they still cant get it working i am going to cancel everything and place an order with Virgin. I am then going to take them legal for compensation - i have no choice now

EE

DC34 wrote: »

12th November has come and passed they still cant get it working i am going to cancel everything and place an order with Virgin. I am then going to take them legal for compensation - i have no choice now

Hi DC34

Sorry to hear you have had service issues since joining EE.

Please drop me an email at jade.taylor@affiliatewindow.com, explaining the issues you have faced (like in the above thread) and I am happy to pass this to a member of the customer services team to pick this up quickly and resolve the issues you have faced.

Again I apologise for the issues you have faced.

Thanks
Jade- Representing EE

DC34

Well Jade only took you a month to respond

Thanks

DC

EE

tamtlc wrote: »

Hi DC,

I feel I may heading down the same road with EE as we speak. I have just got off the phone with them for a second time, having been promised a call back several days ago.

I ordered my broadband on 10th Oct to be installed on 3rd Nov (I thought that would give them enough time to sort out the BT line). I took a day's holiday and waited in but no-one showed up. When I got in touch with them, they said there was a problem with my order and that no-one would be coming. I questioned why I hadn't been informed about this issue beforehand but the customer services representative was no able to give me an answer to this. Frustratingly, I had called them after the 10th Oct to enquire about my broadband service and there seemed to be no problems with my order then.

They now say they are coming 17th Nov which means taking another day's off work. Unfortunately, I have no more annual leave so this will come out of my pocket. Plus, I am without the internet for a further 2 weeks (and as an EE mobile customer, I'm sure they will have no problems charging me for any extra data I use).

They offered me £30 on the account, which only covers the connection charge. However, they would have charged me £108 if I had cancelled the installation without 48hrs notice. I do not see why they relationship doesn't work both ways. I will certainly be more than £30 out of pocket. I've asked this to be escalated and was promised a call back but I have yet to receive said call.

Overall, the service leaves much to be desired. I would like a resolution before 17th Nov as, if this sets the tone for the rest of my service, I'll look elsewhere.

I hope you get your internet sorted soon and would be keen to here how you get on!!

Thanks,

TC

Hi TC

I am sorry to hear you are also having issues with your broadband.

Please feel free to drop me an email on jade.taylor@affiliatewindow.com with the issues and I can pass this to EE's customer service to pick up with you directly, asap.

Thanks
Jade- Representing EE

DC34

Jade must be back from her month long holiday, as i got one of these too

EE

DC34 wrote: »

Jade must be back from her month long holiday, as i got one of these too

Hi DC

Has your issue now been resolved?

Thanks
Jade- Representing EE