topic Re: Absolute joke in Mobile Broadband

Absolute joke

MsRoye — Mon, 21 Apr 2025 12:13:15 GMT

Signed up to a new contract of 50gbt and given 20gbt customer service team are an absolute joke no one is willing to sort this out keep telling me to wait a few more days been 4 days of pure hell. Want to cancel this contract already and go with another service provider

Re: Absolute joke

XRaySpeX — Mon, 21 Apr 2025 12:37:53 GMT

Which plan did you order?

What does texting AL to 150 from your no. fully report verbatim (it is free)?

Re: Absolute joke

MsRoye — Wed, 23 Apr 2025 09:21:30 GMT

Hi rayspex I signed up for the 50gb internet unlimited call and texts but they have given me the 20gb Iv phoned multiple times and they just keep putting in a request to change but still nothing. Said I can’t cancel and keep my number unless I pay the year, but none of this is my fault it’s theirs for giving me the wrong contract

Re: Absolute joke

Peter_W — Wed, 23 Apr 2025 11:21:15 GMT

Good afternoon @MsRoye.

Welcome to the EE Community!

Where was it you took out this contract, and did you receive any kind of confirmation?

Also how were things left with you when you last spoke with us?

Peter

Re: Absolute joke

MsRoye — Wed, 23 Apr 2025 11:42:54 GMT

It was all done over the phone. Not had anything from ee absolutely nothing just my new plan which is totally wrong when I sign in to the app. Just spoke to another ee person 10 mins ago this was the 10th person and apparently he has now put in the request to cancel and put me on pay as you go. Said will take 3 days so let’s see if this actually gets done

Re: Absolute joke

MsRoye — Wed, 23 Apr 2025 11:44:57 GMT

Even this last call handler couldn’t understand why everyone I spoke to could mess things up so badly. That alone says a lot about EE

Re: Absolute joke

Peter_W — Wed, 23 Apr 2025 13:28:30 GMT

Thanks for the update here, @MsRoye.

I'm glad to hear that you've managed to make some progress with this, and please keep us posted on how things go.

Just for reference as well, if you check out our complaints code of practice, this outlines our official complaints process and details of how to escalate should you remain unhappy.

Peter

Re: Absolute joke

MsRoye — Wed, 23 Apr 2025 17:00:51 GMT

Hi Peter it’s all been sorted. They put me on the plan I was promised so for now I’m happy

Re: Absolute joke

Peter_W — Thu, 24 Apr 2025 07:53:52 GMT

Thanks for the update @MsRoye, I'm really glad to hear that our team managed to get this sorted in the end.

Thanks for coming back to let us know too!

Peter