topic Re: EE can't do the job. in Archived Posts

EE can't do the job.

shandley1 — Wed, 24 Feb 2021 13:22:28 GMT

I phoned EE about 5 weeks ago to get an unlocking code.

It took half an hour to get through on the phone.

I was told the unlocking team would contact me in 4 days. They didn't.

I exactly followed their websites instructions:

"call 0800 956 6000 (select option 2, then option 4)"

I spent another half hour trying to get through to someone at EE.

This time I was told actually the unlocking team would contact me in 10 working days.

They didn’t.

I then spent another half hour trying to get through to the useless customer service dept.

They said the unlocking team were mothballed/furloughed/non existent/incommunicado.

They didn’t know what to do so they gave me the email address of the escalation team (unlocking-escalations (at) ee.co.uk) and told me I would be contacted the next day.

The next day no one contacted me.

I emailed the escalation team. No one emailed back.

I emailed them again. No one emailed back.

It's been 6 weeks now. I might as well throw this phone in the bin.

EE advertise services on their website that they do not actually provide. They are incapable of answering the phone in under ten minutes. And the people who answer the phone say things that are simply not true.

Trying to work with EE has been a complete waste of time and money.

Re: EE can't do the job.

BrendonH — Wed, 24 Feb 2021 13:24:28 GMT

Phone any company right now and it'll be longer than normal to get through.

They have less people working due to social distancing guidelines.

Re: EE can't do the job.

Chris_B — Wed, 24 Feb 2021 13:37:06 GMT

@shandley1 That’s the first time I’ve seen that email address. And the 3-4 times I’ve called customer services this year I’ve not had to wait longer than 5 minutes.

Just out of curiosity what phone are you trying to unlock?

Re: EE can't do the job.

Leanne_T — Wed, 24 Feb 2021 14:32:09 GMT

Hi @shandley1

I am very sorry to hear you have not received your unlocking code, to help you with this I've sent you a private message for some details.

If you can take a look and get back to me that would be great.

Thanks 🙂

Leanne.