topic Re: New customer & large 1st bill in TV

New customer & large 1st bill

Farmer13 — Wed, 15 May 2024 01:15:16 GMT

Just got my bill via email, 1 day after installation. When I signed up a month ago I was told £29.99 for broadband £20.00 for TV (full fibre 150 essentials) so £49.99 per month. I even agreed to an extra £5 per month for sky cinema, sports and HD. I was also promised £100 cash back if I signed up that day, minus the £30 one-off, which leaves £70 cash back, and was told my first bill would be £0, my second bill would be half of £54.99. I was happy with this so signed a 24 month contract. In this first bill I just received it states £30 one-off, £78 full works with minus £53 discount , £34.99 broadband with £5 discount for 24 months, and £54.99 on going charges (monthly bills). Two questions before I choose cancel, 1) why was I not informed that after 3 months I'd be paying £78 per month and not £54.99 for the whole package??? And 2) where is this discount I was promised??

Re: New customer & large 1st bill

Northerner — Wed, 15 May 2024 04:14:38 GMT

Hi @Farmer13

You'll need to speak to EE CS on 150 about this issue becase there is no specific account access on these forums.

Thanks

Re: New customer & large 1st bill

Fnwach — Mon, 20 May 2024 11:22:45 GMT

Hi ,

I don’t know how to access my bill , it’s not on my email so I know when I am making payments.

Re: New customer & large 1st bill

DarrenDev — Mon, 20 May 2024 12:13:59 GMT

Unfortunately there was 1 character incorrect in your email address @Fnwach , so you wouldn't have received any of the order confirmations or instructions on how to set up your EE ID.

You should just have received an email to your correct email address, inviting you to access your EE account. When it prompts you for a PIN, enter 2024.

Re: New customer & large 1st bill

Fnwach — Mon, 20 May 2024 12:15:38 GMT

Right okay

Re: New customer & large 1st bill

Fnwach — Mon, 20 May 2024 12:23:29 GMT

Are you able to resend the email as I haven’t received it

Re: New customer & large 1st bill

DarrenDev — Mon, 20 May 2024 12:40:55 GMT

Sorry to have to ask, but did you check the spam folder?

Re: New customer & large 1st bill

Fnwach — Mon, 20 May 2024 12:42:40 GMT

Yeah I did but I didn’t see anything

Re: New customer & large 1st bill

DarrenDev — Mon, 20 May 2024 18:54:52 GMT

Guessing still nothing has arrived? We've sent a request to the tech team to ask if there's any reason why it wouldn't have sent?

Re: New customer & large 1st bill

Fnwach — Mon, 20 May 2024 19:10:27 GMT

Perfect thank you so much Darren

Re: New customer & large 1st bill

InTheUK — Mon, 03 Jun 2024 15:31:56 GMT

Oh dear, another unhappy EE customer eh! Someone wrote on here recently that there doesn't seem to be any positive messages posted on this forum.
Well, to be honest if everyone who is an EE customer WAS happy and content with the service they provide there wouldn't be any post on a forum such as this whatsoever! The very fact that there are so many unhappy customers all commenting about EE and their mistakes, errors and inability to correct anything that is wrong in a customers account shows that there are a myriad of problems with the company.

It would appear that 9 out of 10 messages here relate to EE taking far too much money from customers accounts ( over and beyond what SHOULD be taken) , from a small amount to very substantial ones. Also, it would appear from the message content that EE do not rectify any mistakes that are pointed out to them if it means the customer is owed money.

Such a shame really as everyone in customer services are always incredibly pleasant, but I and many others are now under the assumption that they are following a 'be nice to customers script and tell them what they want to hear' while doing nothing - until the poor old customer calls back the following month, and tells the same old sad story about being overcharged again, and the new customer service operative offers to correct it ( one often experiences déjà vu while talking to EE customer services) and so it does on until your contract finally expires, yahooooo!! and the customer can find another provider, and EE seeks out new customers to play with. Good luck

Re: New customer & large 1st bill

bristolian — Mon, 03 Jun 2024 15:49:47 GMT

@InTheUK wrote:

Someone wrote on here recently that there doesn't seem to be any positive messages posted on this forum....The very fact that there are so many unhappy customers all commenting about EE and their mistakes, errors and inability to correct anything that is wrong in a customers account shows that there are a myriad of problems with the company.

It would appear that 9 out of 10 messages here relate to EE taking far too much money from customers accounts

It's the nature of a support forum that most users post with problems, they tend not to come on and say "my bill was right, thanks very much".

Both O2 & VF have their own support fora, and they get very similar types of complaints.