topic Help no-one from EE will respond to me on phone or text in EE app and website

Help no-one from EE will respond to me on phone or text

chris614 — Mon, 02 Sep 2024 17:01:09 GMT

I have recently transferred my broadband and sim only family phones from BT to EE. The broadband and phones are working fine, but on my account only the broadband shows up as something I have (also the charge is only for broadband, no mention of the sim charges).

I keep calling 150 and texting EE for help. Everytime hey respond that someone will call back to talk to me but no one ever has. Im pulling my hair out, and also worried that I may all of a sudden get hit with a bill I'm not expecting.

Does anyone know how I can actually get hold of someone.

Many thanks

Re: Help no-one from EE will respond to me on phone or text

Gaz1985 — Mon, 02 Sep 2024 21:34:20 GMT

You should be able to get straight through to customer service and they will transfer you to the correct department. Thats what I did when I changes over .

Re: Help no-one from EE will respond to me on phone or text

Natmcc78 — Mon, 02 Sep 2024 23:16:10 GMT

I’ve had the same issue after moving from BT to EE. I made a complaint in the end & FINALLY got a callback and a promise of help sorting the issues I’m having. I’d suggest you make a complaint too.

Re: Help no-one from EE will respond to me on phone or text

Ali_A — Tue, 03 Sep 2024 11:19:12 GMT

Hi @chris614

Welcome to the EE Community

Have you registered and set up your EE online account?

If you can see your EE Broadband on the online access, there will be an option to add any mobile lines to the online access too.

Currently the EE Broadband and EE Mobile show on separate billing accounts.

You can find out more at Register for Online Access

Ali

Re: Help no-one from EE will respond to me on phone or text

chris614 — Tue, 03 Sep 2024 17:45:32 GMT

Thanks for trying but I already have a registered account and it cant be linked online.

After countless attempts to contact someone (the 150 callback has been a total waste of time) I phoned the cancellation line.

Eventually they answered and tried to help me, but have been unable. They transferred me to the broadband billing department who were also unable to help. I have now been transferred to the mobile billing team in Ireland who also seem to be struggling.

I have been on the phone over 2 hours and still no resolution. This is awful customer service!!

Additionally I made a complaint through their website. I received a text shortly after saying it would be looked into. An hour later I got another text saying the complaint had been closed!!

I could not recommend ee to anyone

Re: Help no-one from EE will respond to me on phone or text

chris614 — Tue, 03 Sep 2024 18:22:51 GMT

Since transferring Broadband and Sim only from BT I have been unable to view my Sim only service or bill online or on the app.

I have spent hours online and on the phone with many departments of EE trying to resolve this and find out why I cannot see anything about my SIM only (It is quite worrying asI have 3 family phones on the account but am unable to see them).

I have been transferred from cancellations, to Broadband to mobile technical services.

I have been told it is currently (in the last month and a half) impossible for a customer to link their mobile and broadband accounts if they have come across from BT. This means you are unable see one of your bills (either broadband or mobile depending on which was transferred first).

It seems incredible that they are unable to let anyone see their full bill (quite worrying as well in case something unexpected occurs) but that is what I have been told my the technical services team.

They said that this is the case for all new transfers from BT, due to a change in 'policy / system' in the last month or so.

I have spent the last 2 hours on the phone to EE trying to get this resolved and am told that they (mobile services) need to check with Broadband services to make sure every last detail (down to caps, commas, full stops etc in emails, names, accounts, adresses etc) in the 'separate packages / accounts' are exactly the same before they try to merge them.

This process will take at least 2 days but could be weeks if there are any mistakes. Until this happens you cannot see your bill.

IF this is truest seems incredible and ridiculous. What happens if there is a big bill I dont know about!

Anyway I thought I would share. Im keeping my fingers crossed that this can be resolved, but I would be surprised if they can sort it out!

Re: Help no-one from EE will respond to me on phone or text

Northerner — Tue, 03 Sep 2024 18:48:14 GMT

Hi @chris614

You can complain here:

https://ee.co.uk/help/contact-ee/complaint

Thanks

Re: Help no-one from EE will respond to me on phone or text

chris614 — Tue, 03 Sep 2024 18:52:56 GMT

Thanks for trying to help.

I did complain there. I very quickly received a text from them:

We're now investigating the complaint you raised (ref: ID24173167)

About an hour later I received the following text:

Your case (ref: ID24173167) has been closed. If you'd like to discuss this issue further, please call us on 150 from your EE mobile

Nothing has been resolved, and no explanation given. What customer service!

Re: Help no-one from EE will respond to me on phone or text

Rach_H — Wed, 04 Sep 2024 11:21:34 GMT

Hi @chris614,

We want to make moving your account over to EE as straightforward as possible, so I'm sorry to hear that this hasn't been the case for you, on this occassion.

If you give the team another call and query what has happened with your complaint, and why this has been closed, then they will be able to check this out for you, as well as give you an update on what is happening with your online account.

Rach

Re: Help no-one from EE will respond to me on phone or text

paulf3 — Sat, 07 Sep 2024 07:51:27 GMT

Similar problems, now have most of the app working on my iPad, but can't use it on my phone - deleted it and reinstalled and now it doesn't offer the option of "I've already installed my router" and wants me to set it up again. Web access to the account still gives endless error messages. I also have a major problem with the 4G signal strength and speed on the back up system and have lodged an escalated complaint which is now with the ombudsman. But be aware once you do that, no-one will speak to you at EE about any issues. Fortunately the broadband is still working fine....