topic Head office please in EE app and website

Head office please

Superbabe32 — Tue, 01 Oct 2024 22:49:31 GMT

Does anyone know an email address of head office please. I need to make a complaint I've called EE 10 times with no luck and had enough quiet frankly talking to people who don't know what they are talking about and all the promises that it will get sorted. Before I take this legally, yes it's that bad.

Re: Head office please

Profile closed — Tue, 01 Oct 2024 22:59:36 GMT

Hello @Superbabe32

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form.

You can also make a complaint by calling EE on 150.

Re: Head office please

Tresco21 — Thu, 10 Oct 2024 17:33:50 GMT

They may be open but they dn't answer the phone. I have tried 6 different times today - not one after the other but separated. Even tried through an EE shop. No answers.

Re: Head office please

Michael_D — Fri, 11 Oct 2024 08:29:02 GMT

Hi @Tresco21.

I am sorry that you are having trouble reaching the team. They are there, but many of our teams are busy at the moment.

What was it you were looking to discuss with our guides?

Michael

Re: Head office please

Tresco21 — Fri, 11 Oct 2024 10:13:15 GMT

I have been trying to change to full fibre broadband since mid August. It has been a catalogue of errors. First the supply was supposed to be changed in early November. EE and Openreach between them messed that up. After going into a shop and asking for their help it was all supposedly set up to be done yesterday. Again, it was not possible because of a failure of communication somewhere. I have tried numerous times to contact a real person to get this sorted. Even EE shops cannot get through. I do not believe the "we are ver busy" argument. All that means is that EE is not employing enough staff to deal with the volume of complaints their own incompetence causes.

Deborah

Re: Head office please

Michael_D — Fri, 11 Oct 2024 11:02:19 GMT

Thanks for explaining @Tresco21. I can understand your frustration with the connections aren't going as expected.

What is happening when you are trying to call our broadband team?

Michael

Re: Head office please

Tresco21 — Fri, 11 Oct 2024 11:08:45 GMT

Nothing. I can't get to talk to anyone.

Re: Head office please

Michael_D — Fri, 11 Oct 2024 11:10:13 GMT

@Tresco21 Do you get to hear the options first of all?

Are you then placed in a queue with music or is it just silent?

Michael

Re: Head office please

Tresco21 — Fri, 11 Oct 2024 11:13:18 GMT

Yes, I hear the options. Yes I hear the music. But I don't get to talk to person despite waiting.

Re: Head office please

Tresco21 — Fri, 11 Oct 2024 11:16:44 GMT

I have just had a chirpy little email telling me i have unlocked a "Joining-in badge". I don't want a joining-in badge, I want to be able to speak to someone to sort out my problem with your inefficient service.

Re: Head office please

Michael_D — Fri, 11 Oct 2024 11:17:21 GMT

You will get through to someone @Tresco21. I know it is not ideal, but it is just a case of waiting until a guide is available.

If you aren't happy with the service you've had so far, you can raise a complaint when you get through to the team, or by using our complaints webform.

Michael

Re: Head office please

Tresco21 — Fri, 11 Oct 2024 11:30:56 GMT

Do you not understand how smug you sound? The whole point of a customer service team is to help customers, not to tell them they should just learn to wait ...and wait...and wait... If I could get out of this situation simply, I would, and I will never again recommend EE, who have turned out to be desperately incompetent. You have offered no help at all - this website is clearly not intended to. It is simply a diversionary tactic.

Re: Head office please

Michael_D — Fri, 11 Oct 2024 11:43:04 GMT

I appreciate your frustration @Tresco21, and it is certainly not my intention to sound smug, I was just making sure that you were getting into the queue. As you are, the call would be answered as soon as someone is available.

We don't have access to your account details here so we're not able to look to see what is happening with your account, we can just point you towards those that can look to help.

Michael