EE avoid like the plague

EE

avoid_EE wrote: »

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.

Hi

I beleive I have spoken to you on another thread.

I do apologise for the issues you have faced.

If you would like me to bring this up with customer services please email jade.taylor@affiliatewindow.com with a contact number and outlining the issues you have faced.

Thanks
Jade- Representing EE

MarkSilver

My ee story.
Read about ee and thought the letter box friendly router sounded good. Close to connection, I returned from work to find a note from Hermes couriers saying they hadn't been able to deliver the router because no one was there to sign for it. They would try again for a third and final time the next day. I had seen no evidence of their first visit. They hadn't added contact details to enable me to tell them that, as chance would have it, I would be at work the next day, too. I rang ee but gave up after thirty minutes on hold.
Rang the next day at 8am to learn that despite customer service opening at 7am, the dept I needed wouldn't open til 9. They couldn't call me or find a manager for me to talk to. They arranged for a manager to call me that afternoon. They couldn't tell me his name. He didn't ring.In fairness they gave me a direct line which was answered promptly when I called back. I was passed between three or four people, each more surprised than the next to receive my call, before reaching someone who could help. Initially, I was asked for an alternative address but only within the same postcode. Eventually, I was promised that the router would be delivered by 6pm and posted through the letter box. Imagine my surprise to arrive home and find no router. I rang ee but had left the direct number at work and so gave up after a few minutes. When I rang this morning, I was told the courier had attempted delivery at 8.30 yesterday evening. I find this hard to believe because I was sitting six feet from the front door at that time, there was no note to say he'd been and anyway, wasn't he going to post it through the letter box? A new router now has to be sent and will take 5 working days. It will have to come to my work address because they won't put the letterbox friendly router through my letter box unless I'm there to sign for it.
I have no faith it will arrive, no confidence that the manager or anyone else will ring me, and very low expectations for my contracted time with ee. I won't be using Hermes couriers any time soon either.
How much time and money, both mine and ee's has been wasted by such a simple problem?
I'm without broadband for another week.

brewerdave

AFAIA Hermes couriers are self employed; they invariably have too many deliveries to manage, particularly if there are many failed deliveries, so they have different "strategies" for managing their problems. For example, our local Hermes agent left a parcel before Xmas in a "safe place" (= lobbed over the back gate!!!) -I've heard of boxes left wedged in a hedge - I suspect some use the "tried to deliver" route so that they can get shot of stuff back to the centre.
On top of that EE don't seem to be any better than their predecessor company ,HORRANGE, at Customer Service !!!

EE

MarkSilver wrote: »

My ee story.
Read about ee and thought the letter box friendly router sounded good. Close to connection, I returned from work to find a note from Hermes couriers saying they hadn't been able to deliver the router because no one was there to sign for it. They would try again for a third and final time the next day. I had seen no evidence of their first visit. They hadn't added contact details to enable me to tell them that, as chance would have it, I would be at work the next day, too. I rang ee but gave up after thirty minutes on hold.
Rang the next day at 8am to learn that despite customer service opening at 7am, the dept I needed wouldn't open til 9. They couldn't call me or find a manager for me to talk to. They arranged for a manager to call me that afternoon. They couldn't tell me his name. He didn't ring.In fairness they gave me a direct line which was answered promptly when I called back. I was passed between three or four people, each more surprised than the next to receive my call, before reaching someone who could help. Initially, I was asked for an alternative address but only within the same postcode. Eventually, I was promised that the router would be delivered by 6pm and posted through the letter box. Imagine my surprise to arrive home and find no router. I rang ee but had left the direct number at work and so gave up after a few minutes. When I rang this morning, I was told the courier had attempted delivery at 8.30 yesterday evening. I find this hard to believe because I was sitting six feet from the front door at that time, there was no note to say he'd been and anyway, wasn't he going to post it through the letter box? A new router now has to be sent and will take 5 working days. It will have to come to my work address because they won't put the letterbox friendly router through my letter box unless I'm there to sign for it.
I have no faith it will arrive, no confidence that the manager or anyone else will ring me, and very low expectations for my contracted time with ee. I won't be using Hermes couriers any time soon either.
How much time and money, both mine and ee's has been wasted by such a simple problem?
I'm without broadband for another week.

Hi Mark

Sorry to hear you have had these issues. Would you like me to speak to EE customer services and escalate the issue for you? If so please email me on jade.taylor@affiliatewindow.com, with a contact number and I will pas this on for you.

Thanks
Jade- Representing EE

Bryony.mce

My problem was the opposite. I cancelled my switch to EE within the 14 day cooling off period as talk talk offered me an amazing deal to stay with them (£6 per month all in - broadband and phone with all inclusive calls Inc international). However, EE took the money from my account anyway. My bank retrieved it for me but now EE are pursuing me via a debt collection company.
I've tried calling them but am left on hold for ages at 5p per minute.
Help Martin Lewis! Any ideas??

NeverEnough

EE are an absolute nightmare. i have a mifi unit on a monthly contract which was £11 a month - but from November this was suddenly raised to £21 a month even though there was no notice of increase in Direct Debit, so breaching terms of Direct Debit as well.

Have tried no less than 8 times to phone them since discovering the problem - each time on hold for over an hour with canned music -but no sign of any human to speak to.

Sent email complaint and received a response after a week (!) telling me they had credited my account with £10 (but have actually now taken an extra £10 a month for 3 months) and telling me to phone them on the same number they never bother to answer, using "150 off your EE phone". Not going to work on a data plan mifi unit now, is it?

Maybe this EE rep will raise her head above the parapet to help, or this will simply become another CISAS case - I want to leave as ripping me off £21 for a data plan I was paying £11 for is not something I want to continue........but EE refuse to let me leave unless I speak to them to give notice (I am not in contract) and then they ensure that calls are not reasonably answered in a reasonable timeframe -making people wait for over an hour on multiple calls is not reasonable.

What a shambles!

Collabora

Bryony.mce wrote: »

My problem was the opposite. I cancelled my switch to EE within the 14 day cooling off period as talk talk offered me an amazing deal to stay with them (£6 per month all in - broadband and phone with all inclusive calls Inc international). However, EE took the money from my account anyway. My bank retrieved it for me but now EE are pursuing me via a debt collection company.
I've tried calling them but am left on hold for ages at 5p per minute.
Help Martin Lewis! Any ideas??

Call EE Execs 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

Bryony.mce wrote: »

My problem was the opposite. I cancelled my switch to EE within the 14 day cooling off period as talk talk offered me an amazing deal to stay with them (£6 per month all in - broadband and phone with all inclusive calls Inc international). However, EE took the money from my account anyway. My bank retrieved it for me but now EE are pursuing me via a debt collection company.
I've tried calling them but am left on hold for ages at 5p per minute.
Help Martin Lewis! Any ideas??

Hi

Sorry that you have had billing issues with EE.

Would you like me to raise this with their customer service team? If so please email me on jade.taylor@affiliatewindow.com, with a contact number and outlining the issues you have faced, and I will do my best to have this resolved ASAP for you.

Thanks
Jade- Representing EE

EE

NeverEnough wrote: »

EE are an absolute nightmare. i have a mifi unit on a monthly contract which was £11 a month - but from November this was suddenly raised to £21 a month even though there was no notice of increase in Direct Debit, so breaching terms of Direct Debit as well.

Have tried no less than 8 times to phone them since discovering the problem - each time on hold for over an hour with canned music -but no sign of any human to speak to.

Sent email complaint and received a response after a week (!) telling me they had credited my account with £10 (but have actually now taken an extra £10 a month for 3 months) and telling me to phone them on the same number they never bother to answer, using "150 off your EE phone". Not going to work on a data plan mifi unit now, is it?

Maybe this EE rep will raise her head above the parapet to help, or this will simply become another CISAS case - I want to leave as ripping me off £21 for a data plan I was paying £11 for is not something I want to continue........but EE refuse to let me leave unless I speak to them to give notice (I am not in contract) and then they ensure that calls are not reasonably answered in a reasonable timeframe -making people wait for over an hour on multiple calls is not reasonable.

What a shambles!

Hi Neverenough

Sorry to hear you have had issues with your EE Mobile Broadband service.

If you would like me to pass this on the EE directly to have someone contact you to resolve, please email me on jade.taylor@affiliatewindow.com outlining your issues, and providing a contact number, and I can pass this on for you.

Thanks
Jade- Representing EE