EE - Constant Mast Failures + Awful Customer Service

JInSuffolk

Over the past 12 months the quality of service of EE in the local area has been getting worse and worse to the point where outages for several hours are happening on a regular basis in my home area, in addition the signal at my workplace has got worse and worse over this time also. 

I am now at the point where I am getting pretty frequent texts and emails from EE telling me there is a problem near my home address and engineers are working on it and hope to have it resolved in 8-9 hours. This has happened 3 times in the last 10 days alone and I must have had at least 30 hours now in that time with no signal at all at home. There was also a spell early this year and late last year with the same.

Today I've finally had enough and tried to call the EE customer service to complain about the fact these issues keep happening and that they are not acceptable and they need to properly fix the problem rather than just have a sticking plaster on it. So when the voice network came back up (but the data network still doesn't work) I gave them a call and what a farce it was.

First thing when I call them is they ask me if I want to speak to someone, I press 1 for yes and they send me an SMS with a web-link in it that I cannot obviously open as there is no data. Who on earth thought that idea up, did they not think that through, that someone who is calling a helpline might not have access to that? 

I then go through the menus and don't pick the speak to someone option and select the option about having trouble making calls and the automated system tells me that to check that, they need me to hang up and will send a text as I don't need to speak to someone, Obviously I don't get a text but have no option to speak to anyone.

I then call them back and after picking a random option out of desperation. EE send me a text saying reply YES to verify that I am the account holder and pass security and I do so and get confirmation I have passed security. All good I thought. After a crazy amount of time I eventually got through to a rep who I thought would help me, big mistake. 

They say I needed to pass security as they have no record of me doing so and so I give them my name and address then they ask me a stupid question like to check my email address for a verification code. I explained that to do that, I would need data, which is exactly the issue I am calling about. They then asked me for my EE account number and to login to my EE to get it. Again I explained I would need data to do that. I was then told that they could not speak to me as I could not pass security! They would not budge and said due to GDPR they could not speak to me!

I have now been told that I must go to a place where I have access to Wi-Fi and call them from there with the information and it is not the fault of EE that I don't have Wi-Fi, which is causing the issue here. Of course, the fact that EE's network reliability has gone down the pan and their verification systems clearly are broken, isn't a factor at all in this (sigh). But no matter what I said to that person, they were not budging.

So I've just called them on Wi-Fi after going home at complete inconvenience to myself  and I've been on hold for 30 minutes before being cut off as soon as someone answered. What a joke. 

Any advice?

Neil_Jones

If you're not happy get your PAC code and move to somebody else.