Sick of EE, incredibly poor speed and even worse service, want out.

kgab6124

Hi,

I can't believe the service and broadband I'm getting from EE, what can i do? I signed up 3 months ago to their broadband, it was immediately a little slower but over the last month its become a joke, less than 1MB even in the middle of the night. I've rung in, and that's just made be feel even worse. Takes half an hour everytime. I called Monday last and was i was told to stay in on Tuesday (21st) and someone would call me back so they could run some technical tests. No call. Eventually i had to ring, wasting more time waiting, technical rang some tests but then said they needed to pass it on to another team (exchange technicians).. who would call me back later between 3pm and 6pm. You can guess the rest.

I sent an e-mail in to a customer service person who said to get in touch if i continued to experience the same problems.. and no response.

And now i just rang again, and the technical teams (india + south africa) computers aren't working... so they asked me to ring back in 3-4 hours. Unbelievable. Nothing gets done when you ring, and they waste your time by not ringing back. I just can't get anywhere. Another week with terrible broadband.

I speak to customer services and they say there is nothing they can do and just pass me on. But this is now as much of a customer services issue... i'm sick of EE, I'm sick of customer services saying there is nothing they can do about the poor treatment a customer is getting and I'm sick of getting nowhere and that being ok to EE. This should be a 1 day fix... or am i the one in the wrong?

I’ve only put the highlights down.. there is much more I could have added (e.g. from getting told by customer service that I wasn’t a high value enough customer for them to do anything more; from me feeling the need to ask, 'What does customer service do', as they only seem to run scripts not actually help?)

How to i stop this madness and get out the contract?

Sam

JJ_Egan

What you can do is pay your contract off .

Further advise would need information on the problem .
Have you this problem over WiFi or cable is always the first question . Have you tested from the master socket . Have you rebooted the router .

kgab6124

Hi,

Yes.. I've done all of that inc. connecting to the master socket. It isn't a wifi or internal connection issue. The tech team know its a fault between the exchange and the property, but nothings been done, not can i get any further information. Nor will customer service help. That's my point.. i have no desire to make this a big deal. I just want action and i want someone at EE to take action and not pass the buck. I agree that the way out is paying off the contract, but i'm disbelieving that my only way to resolve EE's incompetence is to pay out of my own pocket.

Sam

tashita7

Completely agree with you!!! i'm sick of EE, I'm sick of customer services saying there is nothing they can do about the poor treatment a customer is getting and I'm sick of getting nowhere and that being ok to EE. Ment to have had my broadband working over a month ago, instead spend hours every day explaining same problem to different tech guys and getting nowhere!!
Can anyone help please. Paid line rental upfront but still no broadband. Does this mean I just lose all my money and have no comeback?

JJ_Egan

tashita7 wrote: »

Completely agree with you!!! i'm sick of EE, I'm sick of customer services saying there is nothing they can do about the poor treatment a customer is getting and I'm sick of getting nowhere and that being ok to EE. Ment to have had my broadband working over a month ago, instead spend hours every day explaining same problem to different tech guys and getting nowhere!!
Can anyone help please. Paid line rental upfront but still no broadband. Does this mean I just lose all my money and have no comeback?

You can take them to the small claims court .

Line rental is separate to broadband and assumption is that the line works .

Pincher

There is a little fun and games when asking for a refund.


Even though the broadband is £9.99 a month, full price, plus line rental, but since you are getting a discount of say £7 a month, in the first year, it's actually something like £2.99 you pay for broadband. So when the customer service rep cheerily tells you he is giving you two weeks back, for having no broadband, it's £1.50 you get.