topic Re: Fo a billion pound company who made 81.4 billion why is the sevrice so bad in EE app and website

Fo a billion pound company who made 81.4 billion why is the sevrice so bad

Shockwaaave — Fri, 19 Sep 2025 13:30:22 GMT

As is states why am I on hold for over 30 minutes to a company reporting billions of pounds in profit. im trying to arrange an upgrade but surely 81.4 billion is enough to actually provide a quality service but it clearly isnt.

had the same number since i was 17 contract used to be in my mum name/ they used to be great you call or go to a store and sorted, Now its "IVR this pre recorded message that" and they have the cheek to report 81.4 billion in profit but cannot provide a quality service to the customers, i guess we should switch provider at every opportunity so they do not get complacent . not missed a payment in over 20 years still treated like you dont matter. clearly i dont. still on hold by the way took me a while to type this in anger

Re: Fo a billion pound company who made 81.4 billion why is the sevrice so bad

Shockwaaave — Fri, 19 Sep 2025 13:54:06 GMT

had to drop the c all and return to work. I will call the Billion pound company again later. fun fact EE is responsible for more failed mortgage application in the UK than anyone else.

Re: Fo a billion pound company who made 81.4 billion why is the sevrice so bad

bristolian — Fri, 19 Sep 2025 14:50:47 GMT

Where have you seen £81.4bn profit reported? The figures I've seen are a little different to that.

I suspect the demand around the latest Apple release might be impacting on queue volumes at the moment.

Re: Fo a billion pound company who made 81.4 billion why is the sevrice so bad

Peter_W — Fri, 19 Sep 2025 15:32:50 GMT

Good afternoon @Shockwaaave

Welcome to the EE Community.

I really appreciate your patience whilst waiting to get through to our team - we always aim to pick up calls as soon as we can, but please bear in mind that today is an iPhone launch day, so our lines are likely to be a fair bit busier than usual.

It's also possible to upgrade online, or please do keep trying and I'm confident you'll be able to get through.

Peter

Re: Fo a billion pound company who made 81.4 billion why is the sevrice so bad

Chris_B — Fri, 19 Sep 2025 17:15:03 GMT

@Shockwaaave EE are not responsible for your credit report. EE do however log none payments on time as your breaking the T&Cs of a contract that you agree to honour, so it’s actually the none payment on time that’s affecting the credit report and that down to the bill payer not EE. Perhaps understanding how you affected your own credit report is more appropriate than blaming a company that gives you credit.

Re: Fo a billion pound company who made 81.4 billion why is the sevrice so bad

garybs29 — Fri, 19 Sep 2025 17:35:04 GMT

I suspect too it's all the iphone people calling too, ultimately not the best time

Re: Fo a billion pound company who made 81.4 billion why is the sevrice so bad

Shockwaaave — Fri, 19 Sep 2025 20:59:27 GMT

its actually more than that but whos pinching pennies here

Re: Fo a billion pound company who made 81.4 billion why is the sevrice so bad

Shockwaaave — Fri, 19 Sep 2025 21:04:38 GMT

for a company reporting billions in profit i couldn't give a damn what new product has been released that's unacceptable to make billions and have poor customer service. think about what you are saying and how much a 1 billion is let alone more, they could fund their own Call centres and pay the staff more than the nhs pay nurses and still barely scratch the profit margin. also the online upgrade does not provide me all options available to me as an ex EE employee Calling is my preferred option why is that a problem for a billion pound company., to cater to the customer ?

Re: Fo a billion pound company who made 81.4 billion why is the sevrice so bad

Shockwaaave — Fri, 19 Sep 2025 21:08:18 GMT

regardless they can afford to provide a better service and not have people on the phone to an IVR that wants to kick you off . some people actually prefer talking to a human and not a pre programed system with 0 lee way. fortunately some of us have not been programmed to serve and defend billionaires yet. moth people dont understand how large that number truly is, you could empty every super market self and give a tip and still have enough to buy a private island and fund it . let that sink in a bit

Re: Fo a billion pound company who made 81.4 billion why is the sevrice so bad

Shockwaaave — Fri, 19 Sep 2025 21:14:12 GMT

imagine accepting that from a billion pound company. whos profit you contributed to! and have been for over 20 years asking for a phone to be answered in under 5 mins so you can call on a lunch break or having a call back is not a lot to ask for. fact i worked for them, I am 1000% confident the customer service has gone down hill and they are reporting record profit numbers, consumers need to stand up and demand more from these Giants. they can clearly afford it and are just greedy. People who defend billionaires dont truly know how large that number is.

I mean they responded here and no one has offered a call back, it not like they dont have my number

Re: Fo a billion pound company who made 81.4 billion why is the sevrice so bad

Shockwaaave — Sat, 20 Sep 2025 00:03:10 GMT

learn to read to understand and not reply in future

Re: Fo a billion pound company who made 81.4 billion why is the sevrice so bad

garybs29 — Sat, 20 Sep 2025 01:18:03 GMT

Ex employee yet comes on here ranting to other customers? Could that be why an ex employee? Your figures make no sense either tbh. Ultimately though nobody is going to call you back as we're not employees & have no account access so have no idea who you are!

Re: Fo a billion pound company who made 81.4 billion why is the sevrice so bad

ee_user14 — Sat, 20 Sep 2025 09:00:51 GMT

@Shockwaaave wrote:
its actually more than that but whos pinching pennies here

Are you sure?

https://www.bt.com/bt-plc/assets/documents/investors/financial-reporting-and-news/quarterly-results/fy25/h2/h2-fy25-release.pdf

£1.3bn is the figure you're looking for. Even the revenue was only a quarter of the figure you're claiming for profit.

Re: Fo a billion pound company who made 81.4 billion why is the sevrice so bad

Shockwaaave — Tue, 23 Sep 2025 15:26:18 GMT

These billion pond companies clearly dont care. the IVR is fully design to annoy you enough to go online and get ripped off by the limited choices. about ready to leave . been calling daily for a week only to get cut off after approx 20 mins each time.sometimes you hear the call answer and some fumbling. other times it just cuts off as if the IVR has had enough. i remember the queue quotas feels like stat abuse and im on the bad end of it. can an EE representative get in touch?

Re: Fo a billion pound company who made 81.4 billion why is the sevrice so bad

Shockwaaave — Tue, 23 Sep 2025 16:00:33 GMT

65 mins on hold is a bit excessive. ill try again another time. i cant praise a service i am not receiving. and if you dont ask you dont get

Re: Fo a billion pound company who made 81.4 billion why is the sevrice so bad

Shockwaaave — Fri, 10 Oct 2025 11:31:30 GMT

As the title says, why is it so difficult to get some human interaction. is customer service a thing of the past? I do not want to use the website or IVR system for my upgrade. i want to speak to an expert.

1 the IVR wastes precious time that could have been used in the queue, providing information that is useless to my current and or future queries. when has roaming been a priority, that i must spend 2 mins listening to pre recorded crap.

now why does my call get answered and dropped and why is there no call back service. there was when i worked there. so I ask again is Customer services a thing of the past

Re: Fo a billion pound company who made 81.4 billion why is the sevrice so bad

XRaySpeX — Fri, 10 Oct 2025 11:49:43 GMT

Try calling CS on the Freephone no. in my sig.

Re: Fo a billion pound company who made 81.4 billion why is the sevrice so bad

Schockwave — Fri, 10 Oct 2025 15:38:12 GMT

@Shockwaaave , just to add, just press option 2 to speak to one of the guides.

Re: Fo a billion pound company who made 81.4 billion why is the sevrice so bad

Shockwaaave — Sat, 11 Oct 2025 20:06:10 GMT

What I said was pretty easy to understand my boy. No gold star for repeating the IVR🙄