EE avoid like the plague

Johnt101

Ok. Here we go. I switched (I thought I switched) from BT to EE in Oct. Completed the online application, sent the Mac code and received confirmation that I would be setup within 10 days.
Never gave it a thought, till I got my November statement from BT. Called EE and they informed me that because of a problem their end, the application never completed.
Just before Christmas, (2 month from first application) I received confirmation that I would receive my Router in a few days.
Sure enough, it arrived on the 22nd, with a note saying it would be live on the 24th.
Here the saga begins. On a positive note, I should say at this point, that I was impressed that whenever I called, someone always answered.
24th – Called to say I still had no Internet. For some reason, EE make you go through security question every time you call, even though it’s just to report a fault.
The person was very polite and talked me through the step by step setup and test. No joy. Response – it may just be late, can you call on Boxing day.
I except, it was bad timing, so ok.
I called again on the 27th. Same security questions, same step by step questions.
Response – Will escalate to next level and someone will call me tomorrow.
28th. Call came, same security, same (slight variation) step by step. Still not working. Still no mention of a replacement router.
Yet again, wait another 24hrs. Worth noting the theme at this point. Every time they can’t provide an answer, it takes another 24hrs to get any further.
This cycle continued till the 29th, when they decided to call an engineer to come to my house. Again, they could have sent me a new router (I’m sure cost them very little) within 24hrs and resolved the issue.
Engineer came and went yesterday (31st) and guess what. The router is faulty.

I called EE to ask when they would send a replacement and to speak to a manager. This question did not compute with the operator and dispite saying the fault was now diagnosed, insisted on booking me a call from their next level in 6-12 hrs. Call never came.
Called again last night, to speak to a manager. Nothing getting past the robot operators and gave up.
So here we are, 3 weeks later, no further forward.

I’m now reduced to having to trying to embarrass EE in to doing their job properly. So I am posting this on as many broadband related forums, as possible.

This may well prove the adage, “you get what you pay for”

Collabora

Call EE exec dept. on 0800 079 0232 Office opening hours are between 08:00 and 20:00, Monday to Friday or 08:00 and 18:00 on Saturday

EE

Johnt101 wrote: »

Ok. Here we go. I switched (I thought I switched) from BT to EE in Oct. Completed the online application, sent the Mac code and received confirmation that I would be setup within 10 days.
Never gave it a thought, till I got my November statement from BT. Called EE and they informed me that because of a problem their end, the application never completed.
Just before Christmas, (2 month from first application) I received confirmation that I would receive my Router in a few days.
Sure enough, it arrived on the 22nd, with a note saying it would be live on the 24th.
Here the saga begins. On a positive note, I should say at this point, that I was impressed that whenever I called, someone always answered.
24th – Called to say I still had no Internet. For some reason, EE make you go through security question every time you call, even though it’s just to report a fault.
The person was very polite and talked me through the step by step setup and test. No joy. Response – it may just be late, can you call on Boxing day.
I except, it was bad timing, so ok.
I called again on the 27th. Same security questions, same step by step questions.
Response – Will escalate to next level and someone will call me tomorrow.
28th. Call came, same security, same (slight variation) step by step. Still not working. Still no mention of a replacement router.
Yet again, wait another 24hrs. Worth noting the theme at this point. Every time they can’t provide an answer, it takes another 24hrs to get any further.
This cycle continued till the 29th, when they decided to call an engineer to come to my house. Again, they could have sent me a new router (I’m sure cost them very little) within 24hrs and resolved the issue.
Engineer came and went yesterday (31st) and guess what. The router is faulty.

I called EE to ask when they would send a replacement and to speak to a manager. This question did not compute with the operator and dispite saying the fault was now diagnosed, insisted on booking me a call from their next level in 6-12 hrs. Call never came.
Called again last night, to speak to a manager. Nothing getting past the robot operators and gave up.
So here we are, 3 weeks later, no further forward.

I’m now reduced to having to trying to embarrass EE in to doing their job properly. So I am posting this on as many broadband related forums, as possible.

This may well prove the adage, “you get what you pay for”

Hi John

Sorry for the continued issues you have faced for the last 3 months in setting up your broadband.

Would you like me to speak to customer services and have them call you, to either resolve any outstanding issues, or to take a formal complaint? If so please email me directly one jade.taylor@affiliatewindow.com with the details in this thread and a contact number and I will do my best to resolve this.

Thanks
Jade- Representing EE

blueblazer001

Apologies for butting in on this thread but the title just seems so appropriate.

Ordered broadband and land phone from EE before Christmas. Router arrived ok and transfer date given as 28th December. Phoned on 29th December after nothing happened to be told there was a technical hitch and transfer would now be 5th January. Phoned on the 5th to check all was ok and was told there was a problem and a technical adviser would call me back. Fair enough someone actually did call me back and asked if I wanted to keep my phone number. I said. yes, of course. He then said that was the reason the order wasn't going through as it showed I wanted a new number (never at any point requested a new number, just wanted a simple transfer of my old one). He next said that he would sort everything out and I would get to keep my number but it would now be 15th January for transfer and there would definitely be no further problems. He would also credit my account with £30 for all the hassle I was having. I received letters from both EE and Sky (my current provider) confirming the 15th so all is well.

Not so. Got a text today (12th) asking to call EE urgently. I called and was told that the order hadn't gone through as it showed my old number and under the rules (never heard of these rules) the order has to be placed with a new number and then "if I'm lucky" I might get to apply for my old number. Activation date will now be 20th January. Also said there was no mention of a £30 credit.

Current situation is Sky will cut me off on the 15th and I will have no service until the 20th (assuming no further technical hitches) and quite possibly beyond with no guarantee that I will be able to have the phone number I have had for many years.

Can I cancel this whole shambles and just stay with Sky or am I too late? What is the best way to go about this? Any advice welcome please.

Collabora

Call Sky and tell them you want to cancel the transfer and stay with them

prowla

I moved from Sky to EE and the service isn't as good.
My Quidco cashback is also taking forever - now over 6 months.

Johnt101

Blueblazer
This is exactly what happened to me. I'm now 4 weeks without Broadband.
I have just called the exec number again, which Collabora kindly provided, following the second visit from BT to check the line.
Bt confirmed that it was a router configuration issue at EE end.

I am expecting a call back in the next few minutes.

Thanks

John

EE

blueblazer001 wrote: »

Apologies for butting in on this thread but the title just seems so appropriate.

Ordered broadband and land phone from EE before Christmas. Router arrived ok and transfer date given as 28th December. Phoned on 29th December after nothing happened to be told there was a technical hitch and transfer would now be 5th January. Phoned on the 5th to check all was ok and was told there was a problem and a technical adviser would call me back. Fair enough someone actually did call me back and asked if I wanted to keep my phone number. I said. yes, of course. He then said that was the reason the order wasn't going through as it showed I wanted a new number (never at any point requested a new number, just wanted a simple transfer of my old one). He next said that he would sort everything out and I would get to keep my number but it would now be 15th January for transfer and there would definitely be no further problems. He would also credit my account with £30 for all the hassle I was having. I received letters from both EE and Sky (my current provider) confirming the 15th so all is well.

Not so. Got a text today (12th) asking to call EE urgently. I called and was told that the order hadn't gone through as it showed my old number and under the rules (never heard of these rules) the order has to be placed with a new number and then "if I'm lucky" I might get to apply for my old number. Activation date will now be 20th January. Also said there was no mention of a £30 credit.

Current situation is Sky will cut me off on the 15th and I will have no service until the 20th (assuming no further technical hitches) and quite possibly beyond with no guarantee that I will be able to have the phone number I have had for many years.

Can I cancel this whole shambles and just stay with Sky or am I too late? What is the best way to go about this? Any advice welcome please.

Hi

I do apologise that you have also experienced issues since joining EE.

If you would like me to raise this with the customer services team and have them contact you, please email me directly at jade.taylor@affiliatewindow.com stating the issues you have faced and a mobile number and I will do my best to have this resolved asap.

Thanks
Jade- Representing EE

EE

prowla wrote: »

I moved from Sky to EE and the service isn't as good.
My Quidco cashback is also taking forever - now over 6 months.

Hi

Sorry that you have experienced poor service and havent recieved your cashback yet.

In terms of the cashback please raise a claim directly with Quidco.

In terms of the poor service if there is anything you would like me to look in to, please email me at jade.taylor@affiliatewindow.com explaining your issues and providing me with a contact number and I can pass this on the appropriate team.

Thanks
Jade- Representing EE

EE

Johnt101 wrote: »

Blueblazer
This is exactly what happened to me. I'm now 4 weeks without Broadband.
I have just called the exec number again, which Collabora kindly provided, following the second visit from BT to check the line.
Bt confirmed that it was a router configuration issue at EE end.

I am expecting a call back in the next few minutes.

Thanks

John

Hi John

I apologise that you have also faced endless issues since purchasing EE HBB.

If you would like me to look in to this and raise it with the customer services team please email me directly at jade.taylor@affiliatewindow.com, listing your issues and providing a contact number and I can pass this on.

Thanks
Jade- Representing EE

avoid_EE

I have had nothing but hassle with EE as well. I cancelled well within my rights when they did not provide me with any broadband service after three and a half weeks of switching to them! All seemed to be dealt with and no costs to me etc at the time and had this confirmed byy EE staff on several occasions. I am now receiving debt collection letters from them for £132!! I think they should be sending me some sort of compensation for the 3 and a half weeks with no broadband thanks to there incompetence! EE are a nightmare, and I hear mostly negative feedback about them now, avoid them like the blackest plague. terrible company! I'm afraid these pathetic replies on the forum aren't good enough from the representative. No explanation or apologies for any of the companies actions and the company know darn well they are trying their luck at conning people who dont know their consumer rights into parting with money that is not due.