EE home broadband - worst customer service ever

pgoodall

Forgive me if this isn't the right place to post this, but I couldn't find anywhere else to do so. This is only a summary of my trials and tribulations with EE customer service. I started this process on 13th September 2014, and it is now 24th November 2014. I apologise for all the exclamation points, but I am just.... so... angry!! And I wanted to be sure others, whom may be considering moving to EE were aware of just how appallingly bad their customer service is.

I signed up for EE home broadband and phone a few couple of months ago (using a deal found on MSE). I'm happy I used MSE, but not happy with EE's customer service.

Long story short: I've been trying to port my number from Virgin Media for a months and right now, it looks like EE has royally messed up. My number is no longer active, and EE say that means it cannot be ported. Ugh!!!!

There have been several problems with EE customer service, and almost all of them relate to porting my number from Virgin Media. When I first signed up to EE using their online form I entered my current number and their system confirmed I wanted to port that number. When I received my confirmation e-mail, it said I elected not to port my number, so I called customer service immediately and they said I had to wait a few hours until the order was processed in their system. I called back later that evening and was told that Virgin Media wouldn't release the number. I called Virgin and they told me there is no reason they wouldn't release the number and EE should be able to manage it themselves.
I called back EE, and they told me the order was already in their system, so they had already provisioned me a number. Further, I was told it would be better to wait until my service was live to port the number as otherwise I would have to cancel the whole order. If I knew what was coming I certainly would have, and never re-ordered.

I patiently waited for the service appointment... and they didn't show up. So I called EE and they said they couldn't help because it was BT that did the installation. Finally, I managed to convince them to reschedule for a week later. This time they did show up, and I called the next day (as aked) to port number. At this point they told me only the phone was live and I needed to wait for the broadband to be live as well to complete the order. Apparently the engineer that came to my house only installed a phone line, and the broadband was delayed. Had they told me this? No!!!! They broadband installation was delayed three more times, and I had to call every single time to find this out because they do not communicate with their customers at all!!! They literally have a policy that they do not make outbound calls... Huh?

Finally my broadband was active, and I waited until the next day (as asked) to call to get my number ported.... Their system was down. Could I call back later?... Ugh. I call back later that day and they tell me they cannot get through to the right team, and they are about to close. Can I call back tomorrow?... Once again I patiently call back the next day, and am told that Virgin Media will release the number on 5th November (which is about a week later). Another wait, but they assure me (once again) the process will take 24 - 48 hours from there.

I (once again) patiently wait for the 5th November, and call in the evening (when they assured me it would be released). Yes, the number is released, but it will take 10 days to actually port!!! Not the 24 - 48 hours I was promised (repeatedly). I've been waiting for those 10 days to expire. That time has come and gone, and I still don't have my number. What's the excuse today? Virgin Media don't have the right post code, so the number cannot be ported. They ask me to call BT Openreach to resolve the issue, and the number they give me isn't even supposed to be used by customers! It was intended for technicians and the menu choices were filled with acronyms I had no knowledge of. I finally speak with someone at BT Openreach who is understandably confused why I am calling him. He gives me an alternate number to call, which turns out to not even be a valid number (despite his insistence it is). Finally after I painfully and excruciatingly explain my situation (for what seems like the 1000th time) to yet another EE customer service person, am put on hold several times while I'm passed around to various departments, I'm told the number cannot be ported because it is no longer active....

Of course it isn't active because you took so "$£%%"&^"% long to port the number!!!!!!!!!!!! They told me they would call me back in a couple of days... A couple MORE days!!! I think I'm going to cry. I am despondent. If you do decide to sign-up to with EE, just pray you never have to call them.

hubb

Right, I am def sticking with SKy despite the tempting offer of £100 Amazon vouchers.

EE

pgoodall wrote: »

Forgive me if this isn't the right place to post this, but I couldn't find anywhere else to do so. This is only a summary of my trials and tribulations with EE customer service. I started this process on 13th September 2014, and it is now 24th November 2014. I apologise for all the exclamation points, but I am just.... so... angry!! And I wanted to be sure others, whom may be considering moving to EE were aware of just how appallingly bad their customer service is.

I signed up for EE home broadband and phone a few couple of months ago (using a deal found on MSE). I'm happy I used MSE, but not happy with EE's customer service.

Long story short: I've been trying to port my number from Virgin Media for a months and right now, it looks like EE has royally messed up. My number is no longer active, and EE say that means it cannot be ported. Ugh!!!!

There have been several problems with EE customer service, and almost all of them relate to porting my number from Virgin Media. When I first signed up to EE using their online form I entered my current number and their system confirmed I wanted to port that number. When I received my confirmation e-mail, it said I elected not to port my number, so I called customer service immediately and they said I had to wait a few hours until the order was processed in their system. I called back later that evening and was told that Virgin Media wouldn't release the number. I called Virgin and they told me there is no reason they wouldn't release the number and EE should be able to manage it themselves.
I called back EE, and they told me the order was already in their system, so they had already provisioned me a number. Further, I was told it would be better to wait until my service was live to port the number as otherwise I would have to cancel the whole order. If I knew what was coming I certainly would have, and never re-ordered.

I patiently waited for the service appointment... and they didn't show up. So I called EE and they said they couldn't help because it was BT that did the installation. Finally, I managed to convince them to reschedule for a week later. This time they did show up, and I called the next day (as aked) to port number. At this point they told me only the phone was live and I needed to wait for the broadband to be live as well to complete the order. Apparently the engineer that came to my house only installed a phone line, and the broadband was delayed. Had they told me this? No!!!! They broadband installation was delayed three more times, and I had to call every single time to find this out because they do not communicate with their customers at all!!! They literally have a policy that they do not make outbound calls... Huh?

Finally my broadband was active, and I waited until the next day (as asked) to call to get my number ported.... Their system was down. Could I call back later?... Ugh. I call back later that day and they tell me they cannot get through to the right team, and they are about to close. Can I call back tomorrow?... Once again I patiently call back the next day, and am told that Virgin Media will release the number on 5th November (which is about a week later). Another wait, but they assure me (once again) the process will take 24 - 48 hours from there.

I (once again) patiently wait for the 5th November, and call in the evening (when they assured me it would be released). Yes, the number is released, but it will take 10 days to actually port!!! Not the 24 - 48 hours I was promised (repeatedly). I've been waiting for those 10 days to expire. That time has come and gone, and I still don't have my number. What's the excuse today? Virgin Media don't have the right post code, so the number cannot be ported. They ask me to call BT Openreach to resolve the issue, and the number they give me isn't even supposed to be used by customers! It was intended for technicians and the menu choices were filled with acronyms I had no knowledge of. I finally speak with someone at BT Openreach who is understandably confused why I am calling him. He gives me an alternate number to call, which turns out to not even be a valid number (despite his insistence it is). Finally after I painfully and excruciatingly explain my situation (for what seems like the 1000th time) to yet another EE customer service person, am put on hold several times while I'm passed around to various departments, I'm told the number cannot be ported because it is no longer active....

Of course it isn't active because you took so "$£%%"&^"% long to port the number!!!!!!!!!!!! They told me they would call me back in a couple of days... A couple MORE days!!! I think I'm going to cry. I am despondent. If you do decide to sign-up to with EE, just pray you never have to call them.

Hi Pgoodall

Sorry to hear the issues you have faced.

Has this now been resolved or would you like me to pick this up with customer services and ensure the issue is resolved asap?

Thanks
Jade- Representing EE

Davesquire

Without any internet, since attempting to switch to EE!
My 9 yr old daughter was in tears last night as she thought she faced detention today for failing to complete her homework via the online portal.
My dyspraxic 15 yr old son has been nightmare all weekend as he hasn't had the normality and distraction in his life. This culminated in a major argument with him last night, for which I feel really great about - NOT!
I also had to leave the house several times to get onto the internet via my O2 sub stick - I runs small business and need to catch up on emails , etc.
I guess the CEO of EE is currently sat in his plush office not giving a flying )you know what) about all of this.
EE, you really stink!!
I also don't currently have much appreciation of all of the voices recently telling us how easy it was to switch.:mad:

EE

Davesquire wrote: »

Without any internet, since attempting to switch to EE!
My 9 yr old daughter was in tears last night as she thought she faced detention today for failing to complete her homework via the online portal.
My dyspraxic 15 yr old son has been nightmare all weekend as he hasn't had the normality and distraction in his life. This culminated in a major argument with him last night, for which I feel really great about - NOT!
I also had to leave the house several times to get onto the internet via my O2 sub stick - I runs small business and need to catch up on emails , etc.
I guess the CEO of EE is currently sat in his plush office not giving a flying )you know what) about all of this.
EE, you really stink!!
I also don't currently have much appreciation of all of the voices recently telling us how easy it was to switch.:mad:

Hi Davesquire

Sorry to hear the issues you have faced. I believe I have messaged you on another thread about this, but incase you havent seen.

Please feel free to email me the issues you have faced and a contact number and I can ensure the customer services team pick this up with you directly asap.

Sorry again for the issues you have faced.
Thanks
Jade- Representing EE

pgoodall

EE wrote: »

Hi Pgoodall

Sorry to hear the issues you have faced.

Has this now been resolved or would you like me to pick this up with customer services and ensure the issue is resolved asap?

Thanks
Jade- Representing EE

This issue is now resolved. After posting this, and sharing on Facebook the issue was magically resolved the next day. I just wish I didn't have to go through all this in the first place. Thank you for your reply.