Broadband deals on MSE

3Dphoto

Hopefully Martin reads this:

I swapped broadband from TalkTalk to EE via the great deal on offer at MSE. Great savings.

What was NOT made clear was the three week delay between being cut-off by TalkTalk and re-connected by EE, meaning NO internet access available.

Thanks!

JJ_Egan

That is not normal .
Usual is down between a half an hour and a day .
Looks like either TT or EE messed up .

MoneyMate

3Dphoto wrote: »

Hopefully Martin reads this:

I swapped broadband from TalkTalk to EE via the great deal on offer at MSE. Great savings.

What was NOT made clear was the three week delay between being cut-off by TalkTalk and re-connected by EE, meaning NO internet access available.

Thanks!

No pleasing some folk

EE

3Dphoto wrote: »

Hopefully Martin reads this:

I swapped broadband from TalkTalk to EE via the great deal on offer at MSE. Great savings.

What was NOT made clear was the three week delay between being cut-off by TalkTalk and re-connected by EE, meaning NO internet access available.

Thanks!

Hi 3Dphoto

Sorry to hear you experienced this delay. Has this now been fixed?

Thanks
Jade- Representing EE

3Dphoto

Dear Jade,

The issue has got worse.
When the internet was eventually turned 'on' I couldn't connect. When I called EE the connection was ADSL instead of the fibre service. I was told the fibre service would take another 13 working days and a new 'order' would be placed - now, 15th December, when I asked when the service would be connected I was told the order wasn't placed correctly so the order would be 'placed' again and now it's another 13 working days! I specifically placed the order on October for fibre broadband and still the service is not connected. How can this be continually mis-construed by EE???
PLUS!: I decided to upgrade my weekend-calls-only package to the full calls-mobiles-international package on 5th December. Customer service said it would take 48 hours to become active. I have since made calls and, whilst enquiring about my broadband, asked if my all-calls package was active. Guess what? I'm told the order wasn't placed 'properly' and the order will be placed. Heard that before? In the meantime I now have to fight to get my calls charges voided.
EE really is not a good company !!!!!!!!!!!!!!

EE

3Dphoto wrote: »

Dear Jade,

The issue has got worse.
When the internet was eventually turned 'on' I couldn't connect. When I called EE the connection was ADSL instead of the fibre service. I was told the fibre service would take another 13 working days and a new 'order' would be placed - now, 15th December, when I asked when the service would be connected I was told the order wasn't placed correctly so the order would be 'placed' again and now it's another 13 working days! I specifically placed the order on October for fibre broadband and still the service is not connected. How can this be continually mis-construed by EE???
PLUS!: I decided to upgrade my weekend-calls-only package to the full calls-mobiles-international package on 5th December. Customer service said it would take 48 hours to become active. I have since made calls and, whilst enquiring about my broadband, asked if my all-calls package was active. Guess what? I'm told the order wasn't placed 'properly' and the order will be placed. Heard that before? In the meantime I now have to fight to get my calls charges voided.
EE really is not a good company !!!!!!!!!!!!!!

Hi 3DPhoto

I do apologise for the inconveince you have faced with this.

I am happy to contact customer services for you, explaining the issues and hopefully we can have this resolved asap.

Please email me directly at jade.taylor@affiliatewindow.com with some contact details and a full descriptiuon of the issues you have faced, and I will do my best to have this resolved for you.

Thanks
Jade- Representing EE

Alunh81

My problem is worse.




I make an order tojoin EE broadband and home phone package on the 12th of November via Moneysavingexpert email via theinternet. EE gave me an activation date of the 26th of November. when the 26thcame EE sent an engineer to my home to install a new line in my house. Ididn't need a new line installed I was switching providers nothing more. Icalled EE customer service department and told then to cancel I didn't want toswitch to EE anymore. Lewis or Liam said that was fine I would have had toplace a new order online or over the phone if I wish to switch due to a problemon EE's end with the third party company who does the switching. On the 9th ofDecember my existing provider contacts me to tell me EE had now taken over myline and I was no longer with them.



1. EE cut off myline. I can't receive calls, my telephone number no longer exists.

2. EEfraudulently continued with the switch even though I had told you not too. thuscreating a new order for me fraudulently without my acknowledgement.

3. trying to getthrough EE customer service department is difficult. I have been hung upon 3 times. twice been transferred back to the queues.

4 I got a phonecall from EE admin team on the 13th of December asking why I was wanting toleave EE. explained everything again. she said that she won't action acancellation on my line until 30 day has passed. I told her to call me back onthe 23rd of December when my New line which I have now had to take out formTalktalk would be installed.

5. my linedisconnected today!



now we are cutoff. we have no phone, no broadband which means we have no tv as we watcheverything on catch up. god forbid anything happens to a close family or friendor worse something happens in my child’s school and they try and call the nownon existent telephone number.

Jimixter

3Dphoto wrote: »

Hopefully Martin reads this:

I swapped broadband from TalkTalk to EE via the great deal on offer at MSE. Great savings.

What was NOT made clear was the three week delay between being cut-off by TalkTalk and re-connected by EE, meaning NO internet access available.

Thanks!

We are currently experiencing exactly the same issue you have described, and between exactly the same ISPs too. EE support have so far been awful. I have emailed MoneySavingExpert to alert them of this, and really hope they make others aware of what they are getting themselves into with EE...

3Dphoto

Please join me in requesting MSE do NOT recommend EE in future.

I have finally, via the help of Jade who is a representative of the voucher company dealing with their offers, had a promise of higher-speed broadband tomorrow. I signed-up for it in October! After the initial three weeks of no connection they gave me 10Mbps ADSL instead. Why?

Also, I have reported EE (and any others who fall into this category i.e. BT) for advertising their service as 'fibre-optic'. No, it comes in via a tiny two-wire BT connection. OffCom say this is FOTC (Fibre Optic To the Cabinet) whereas Virgin and Sky offer FOTR (fibre optic to the router). Their service really should be described as fibre optic Speed.
I have a fibre optic cable to my house so use it!

TalkTalk have also not helped so their customers should be very wary about who they move to...

Best regards, Roy

EE

Alunh81 wrote: »

My problem is worse.




I make an order tojoin EE broadband and home phone package on the 12th of November via Moneysavingexpert email via theinternet. EE gave me an activation date of the 26th of November. when the 26thcame EE sent an engineer to my home to install a new line in my house. Ididn't need a new line installed I was switching providers nothing more. Icalled EE customer service department and told then to cancel I didn't want toswitch to EE anymore. Lewis or Liam said that was fine I would have had toplace a new order online or over the phone if I wish to switch due to a problemon EE's end with the third party company who does the switching. On the 9th ofDecember my existing provider contacts me to tell me EE had now taken over myline and I was no longer with them.



1. EE cut off myline. I can't receive calls, my telephone number no longer exists.

2. EEfraudulently continued with the switch even though I had told you not too. thuscreating a new order for me fraudulently without my acknowledgement.

3. trying to getthrough EE customer service department is difficult. I have been hung upon 3 times. twice been transferred back to the queues.

4 I got a phonecall from EE admin team on the 13th of December asking why I was wanting toleave EE. explained everything again. she said that she won't action acancellation on my line until 30 day has passed. I told her to call me back onthe 23rd of December when my New line which I have now had to take out formTalktalk would be installed.

5. my linedisconnected today!



now we are cutoff. we have no phone, no broadband which means we have no tv as we watcheverything on catch up. god forbid anything happens to a close family or friendor worse something happens in my child’s school and they try and call the nownon existent telephone number.

Hi Alunh

I do apologise for the endless issues you seem to have faced.

Please can you email me directly at jade.taylor@affiliatewindow.com with contact details and quoting this thread and I can pass this to customer services to pick up with you.

Again I do apologise for the inconvenience caused and hope to have this resolved ASAP.

Thanks
Jade- Representing EE

EE

Jimixter wrote: »

We are currently experiencing exactly the same issue you have described, and between exactly the same ISPs too. EE support have so far been awful. I have emailed MoneySavingExpert to alert them of this, and really hope they make others aware of what they are getting themselves into with EE...

Hi Jimixter

I do apoloigise that you feel you have had bad support from EE so far.

If you would like me to look in to this for you please contact me directly at jade.taylor@affiliatewindow.com and I will look to have this resolved for you.

Thanks
Jade- Representing EE