Another warning about EE broadband! AWFUL.

Sophiam

I thought I'd take up the recommendation for EE in the broadband section on the site here. It sounded like a good deal and paying line rental upfront makes a lot of sense to me.

I've now created an account here just to warn people to AVOID AVOID AVOID. It's never exactly fun calling call centres, but this was the worst service I've ever encountered. I signed up-- handed over my bank details -- tried to pay the year's line rental upfront on the 7th. All seemed okay. They said they had to complete a credit check, which seemed a bit weird for a utility especially with most of the cost paid upfront. Got an email saying they hadn't been able to process the credit check yet but would contact me within a day.

They didn't.

I phoned them today, and after being on hold for ages talked to a woman who said the credit check has failed. This makes no sense -- there's no reason there should be anything wrong with my credit score. I've just got my first mortgage for heaven's sake, I think if I'm good enough for that, I should be good enough for £2.50 a month. I've never had any problems remotely like this before. The woman said it must be an error (and that this was not uncommon with EE) and that she'd put me through to someone who could put the order through again and do it right.

Was on hold for ages. Finally got through to another adviser who (after I gave all my details for the second time) said she was completely the wrong person, could do nothing and didn't know why I'd been put through to her, but she would put me through to someone else who could help.

Was on hold for ages (unbearable Christmas medleys). I finally reached a third person, and (after I gave all my details yet again) was told, you guessed it, that he wasn't the right person either! But at least he was on the right FLOOR as the right people, so he would go and ask them.

And he put me on hold for ages.

And at last he came back and told me I'd failed the credit check as they "couldn't find much information about me... possibly I must have moved," (er, yes, hence need for broadband) and there was nothing he could do about it and he had no intention of trying to do anything about it, and that I really should have called the credit check company (whose name was only now mentioned) in the first place. I'd now been on the phone for fifty minutes. He was rude and unapologetic, kept talking over me, wouldn't listen when I said the original adviser had told me that someone would actually try to do it again and make it work, and when I repeatedly asked him to stop interrupting me he hung up on me!

So that's an hour of worktime lost and four days when I thought I was waiting for broadband to come through when in fact nothing was happening, and I'm back to square one, as I wouldn't touch them with a bargepole now. You'd have thought they'd at least have tried to keep the custom of someone who's put in that much effort to trying to give them money but no.

It's not worth the discount. I was tweeting about it and loads of my friends started telling me this wasn't unusual and they'd had terrible experiences with them to. I just wish I'd been aware of their awful reputation going in.

JJ_Egan

The broadband section of the forum is stuffed full of identical posts . All these ISPs seem to take a turn of being bad .

EE

Sophiam wrote: »

I thought I'd take up the recommendation for EE in the broadband section on the site here. It sounded like a good deal and paying line rental upfront makes a lot of sense to me.

I've now created an account here just to warn people to AVOID AVOID AVOID. It's never exactly fun calling call centres, but this was the worst service I've ever encountered. I signed up-- handed over my bank details -- tried to pay the year's line rental upfront on the 7th. All seemed okay. They said they had to complete a credit check, which seemed a bit weird for a utility especially with most of the cost paid upfront. Got an email saying they hadn't been able to process the credit check yet but would contact me within a day.

They didn't.

I phoned them today, and after being on hold for ages talked to a woman who said the credit check has failed. This makes no sense -- there's no reason there should be anything wrong with my credit score. I've just got my first mortgage for heaven's sake, I think if I'm good enough for that, I should be good enough for £2.50 a month. I've never had any problems remotely like this before. The woman said it must be an error (and that this was not uncommon with EE) and that she'd put me through to someone who could put the order through again and do it right.

Was on hold for ages. Finally got through to another adviser who (after I gave all my details for the second time) said she was completely the wrong person, could do nothing and didn't know why I'd been put through to her, but she would put me through to someone else who could help.

Was on hold for ages (unbearable Christmas medleys). I finally reached a third person, and (after I gave all my details yet again) was told, you guessed it, that he wasn't the right person either! But at least he was on the right FLOOR as the right people, so he would go and ask them.

And he put me on hold for ages.

And at last he came back and told me I'd failed the credit check as they "couldn't find much information about me... possibly I must have moved," (er, yes, hence need for broadband) and there was nothing he could do about it and he had no intention of trying to do anything about it, and that I really should have called the credit check company (whose name was only now mentioned) in the first place. I'd now been on the phone for fifty minutes. He was rude and unapologetic, kept talking over me, wouldn't listen when I said the original adviser had told me that someone would actually try to do it again and make it work, and when I repeatedly asked him to stop interrupting me he hung up on me!

So that's an hour of worktime lost and four days when I thought I was waiting for broadband to come through when in fact nothing was happening, and I'm back to square one, as I wouldn't touch them with a bargepole now. You'd have thought they'd at least have tried to keep the custom of someone who's put in that much effort to trying to give them money but no.

It's not worth the discount. I was tweeting about it and loads of my friends started telling me this wasn't unusual and they'd had terrible experiences with them to. I just wish I'd been aware of their awful reputation going in.

Hi Sophiam

I do apoligise for the issues you have had since joining EE Home broadband. I am happy to look in to this for you and have this solved byt the customer services team.

Please email me directly at jade.taylor@affiliatewindow.com explaining these issues and providing me with a contact number.

Thanks
Jade- Representing EE

PennyForThem_2

I have been with EE since it was freeserve lol - yes I should move and compare but I have no complaint - the service I am signed up to is fine and 'unlimited'. I keep getting phoned by BT but their service is not 'unlimited'


(I understand that abusing the unlimited is a no-no but actually all services should be unlimited as now it is almost essential)