topic Appalling service , nonexistent customer service - warning! in Mobile Services

Appalling service , nonexistent customer service - warning!

Swansea2025 — Sat, 24 Aug 2024 05:41:07 GMT

I just joined EE and here are the troubles I come across with the worse mobile provider I can ever in my 24 year experience:

1) no calls returned when requested when calling 150

2) calling 150 is talking to a robot - I cannot fix anything

3) mobile number transfer fails through 150

4) texting NUMBER to 150 stopped after 4th attempt

5) App does not register my mobile number or account, it looks it is fully disconnected for my orders and services

This utter non sense what EE created. Not being able to speak to someone is unacceptable. Service deemed to fail.

This is terrible experience for someone just joining EE.

Customer service is nonexistent- I could not talk to anyone at EE and made over 10 calls to 150!!!!!

Re: Appalling service , nonexistent customer service - warning!

Chris_B — Sat, 24 Aug 2024 07:02:29 GMT

@Swansea2025 If you require to speak with customer services stop selecting options 1 and select option 2.

Re: Appalling service , nonexistent customer service - warning!

Swansea2025 — Fri, 04 Oct 2024 19:38:33 GMT

Took a day off work to try to fix home broadband, waiting for 45 to 60 min for someone to come on a call. Then the lovely EE mobile call fails! This is call number 9 today, sending me a new router is just silencing and delaying problem resolution.

Of course I selected option 2 first.

EE is wasting my time, I cancelling for unreachable customer service.

Re: Appalling service , nonexistent customer service - warning!

Swansea2025 — Sat, 05 Oct 2024 06:32:50 GMT

Took a whole working day off in order to address issues with broadband. It was past 8 PM when I decided to talk to sales to cancel EE.

I am sorry to hear EE technical support team unable to respond and attend their customer when there are issues with broadband service. The service just does not scale enough.

If you know and tell the customer that waiting time is 45 or 60 minutes, the leadership of the customer support should receive alarms 🚨 something is terribly wrong.

To me as a customer, no insight was given what is wrong. I just cannot get this fixed technically until I leave EE.

I wish I knew it was like this - EE seems to be too big to bother to fix issues for the customer excellence, I mean for every customer they have.

Apologetic and raising by complaints that do not get regular follow up is waiting everyone’s time.

Took me 2 months to get a fibre optics connection and on top of this unavailable technical support.

Re: Appalling service , nonexistent customer service - warning!

Chris_B — Sat, 05 Oct 2024 07:48:52 GMT

@Swansea2025 EE don’t control the amount of calls they receive , perhaps everyone who wishes to speak with customer support should not call when you want to speak with them. But then again like you other people want to speak with them. I personally have never had an issue with calling customer support but then again I know I’m not the only caller and there will be more callers than customers support agents.