EE broadband, type mismatch error? 4 weeks wait. Awful.

Sinjun10

Dear Forum;

I plumbed for the £120 amazon voucher deal with MSE for EE, fingers crossed I get it. I did have an email confirmation.

My phone was trasnferred 4 weeks ago, but since then have had to experience EEs hit or miss customer support for broadband.

They say there is a type mismatch error...but there isnt anything on my phone line, I switched from talktalk which was fine.

Then the ysay its been fixed.

Then a week later they say it hasnt been fixed.

They say someone wil lcall me, many times.

Nobody ever does, so I have to call back.

I have to use internet at work, typing this fast in secret right now.

I did recieve an answer phone message from their support, it contained foul language "f**king".

This has been reported, no word on outcome as yet.

Still no internet, may end up causing a divorce since my wife blames me for everything. Arguments.

EE customer support. Some support staff are very helpful and knowledgeable, but most are helpful....but a little bit useless. Experienced people can see round problems, new, fresh people do not. They havnt invested enough money in training or number of staff at peak times, i was on hold last night for 40 minutes, I have probably been on hold in total for 4-5 hours over the last 4 weeks, if not much more.

They NEVER, NEVER ever call back, getting to speak to a manager is near impossible!!

Avoid!

And, WHAT is a type mismatch error, and how can I switch from a reliable talktalk broadband for a year to then suddenly have this issue? The talktalk modem has been unplugged and new router atatched.

Disaster

SJ

AJXX

Sinjun10 wrote: »

I did recieve an answer phone message from their support, it contained foul language "f**king".

This has been reported, no word on outcome as yet.

It would probably lead to a disciplinary, although you likely won't hear about the outcome.

Still no internet, may end up causing a divorce since my wife blames me for everything. Arguments.

If you're going to get a divorce over not having internet then I'd suggest your marriage isn't very good to begin with.

i was on hold last night for 40 minutes, I have probably been on hold in total for 4-5 hours over the last 4 weeks, if not much more.

This time of year is manic for call centers. Even ones with hundreds of people manning the lines face heavy wait times - be a little bit more understanding

They NEVER, NEVER ever call back, getting to speak to a manager is near impossible!!

Who's asking for the call back here? Are they saying they will ring you back or are you asking for them to call you back?

If it's the latter then a lot of call center workers will get tied up with other customers and callback deadlines can be easily missed - that's why most places simply refuse and say they're "inbound only"

Avoid!

And, WHAT is a type mismatch error, and how can I switch from a reliable talktalk broadband for a year to then suddenly have this issue? The talktalk modem has been unplugged and new router atatched.

Could it be that talktalk still have control of the line. Maybe you need a MAC code from talktalk?

See above replies

Sinjun10

As a customer I do not expect to be on hold for 40 minutes, being understanding doesn't come into it, it shouldn't be my problem that EE do not employ enough staff at peak times, whatever time of year it is, its bad and terrible service.

I've been told I would have a manager call back at least 5 times, manager callbacks are standard at EE it seems, but they have not called me back, Yesterday an operator promised that a manager would call me back before 9pm, but didn't. I called after 9 and discovered that the person who promised me this call back didnt make any notes on the system at all regarding our call.

Divorce, yes, of course, I set them up, you knock them down AJXX.

Nobody has ever even mentioned a MAC code to me. The line is apparently the type of line where the phoneline and broadband can not be controlled independantly (there are two types apparently the EE person told me, I forget the acronyms), and since I have EE in control of the phone line, it seems talktalk should now be totally removed...but i dont know, the EE guys should be able to tell me this, after 4 weeks of looking into it.

AJXX

As a customer I do not expect to be on hold for 40 minutes, being understanding doesn't come into it, it shouldn't be my problem that EE do not employ enough staff at peak times, whatever time of year it is, its bad and terrible service.

Divorce, yes, of course, I set them up, you knock them down AJXX.

Just offering suggestions. Nobody expects to be on hold for so long yes. The problem is this time of year is extremely busy and it's very difficult to predict call volumes. I've worked in a few call center environments before. It's not the fact that they don't have enough staff, it's just they're handing too much volume. Taking on more staff has nothing to do with it, firstly it would take 4-6 weeks to train the staff up and then it would end up costing us more on our contracts to pay for them?

All I am saying is it's a very busy time of year.

Also while I understand you are angry, if you call and immediately launch into a rant about hold times which the operator has no control over and seem to be peed off then the operator is less inclined to help you and will get you off the phone ASAP.

I'd suggest you call them back tonight, be overbearingly nice and try to speak to a manager straight away. If that's not possible tell them you want to cancel (while remaining nice) and just cancel the entire order.

Sinjun10

I generally am overbearingly nice when I call (I never blame anyone personally for hold times, its the system that's at fault) and generally do ask to speak to a manager immediately, with varying results. I save my rants for mse. : )

I might get slightly miffed (but not angry) if an operator tells me something that differs from something a previous operator has said, which has been quite common. It has really been the luck in the draw on who I speak too, whether its someone more experienced and able to help or somebody less experienced and less able to help, which is why I ask to speak to the managers but who seem very difficult people to get connected too.

I would cancel, but the fear is that it will lead to another 2-3 weeks until we have internet.

Anyhow, I still do not have internet, maybe I should talk to talk talk and see what they say about the whole thing.

JJ_Egan

From memory i think type mismatch is incorrect settings within the router .
Do EE broadband have a user forum ??

Sinjun10

Good idea JJ, I just checked and they do have a forum but I haven't found anything.

Another term they use is 'incompatible product', they also say this normally refers to security alarms etc (which we do not have).

Sinjun10

Woooooo, I just received a call from the escalation team....its only taken 4 weeks for me to get escalated!

Theory now is that my incompatible product was the old talktalk modem, with the incompatible tag for some reason being unmoveable from the order, so have had to cancel and replace the order.

Sounds simple, but its just taken 4 weeks for this to be worked out and then processed properly by the EE staff.....and even then I may be talking too soon as I may well yet end up in difficulties, fingers crossed the man from escalations can fix this.

EE

Hi Sinjun10

Sorry to hear you have experienced so many issues with your EE Broadband product.

I hope it has now been resolved for you. If it has not, or if any other customers have any issues, please feel free to contact me on jade.taylor@affiliatewindow.com and I will look in to this for you ASAP.

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

AJXX

Sinjun10 wrote: »

Woooooo, I just received a call from the escalation team....its only taken 4 weeks for me to get escalated!

Theory now is that my incompatible product was the old talktalk modem, with the incompatible tag for some reason being unmoveable from the order, so have had to cancel and replace the order.

Sounds simple, but its just taken 4 weeks for this to be worked out and then processed properly by the EE staff.....and even then I may be talking too soon as I may well yet end up in difficulties, fingers crossed the man from escalations can fix this.

Glad to see you got it sorted out.

FYI "TAG" on the line is exactly what I meant by talk talk still having control. I just couldn't remember the correct terminology for it.