topic No one coming back about my complaint issued 2 weeks ago in TV

No one coming back about my complaint issued 2 weeks ago

digitalmess — Tue, 14 Apr 2026 14:55:33 GMT

I tried to cancel My Apple TV subscription and EE said they could not do it because of a technical problem. The advisor said the only way to do it was to cancel my Sports and Entertainment package for 24 hours and then bring it back on line again. This seemed to me a bizarre way of sorting out the problem. He cancelled the package and promised to call me back the next day to bring my package back on line.

The next day, when he did not call me, I rang customer services and asked to speak to him. I was told he was never supposed to be on shift that day. He had just lied to me! The lady I spoke to said the system would not let her put back my package at the rates I was paying because my contract was coming up for renewal in 3 months time. I asked her to raise a complaint and she emailed me the number. No one came back to me.

Two weeks ago, I sent a letter to Fiona Gilles - the CEO of EE explaining the full details of my problem. Still no one has come back to me.

I have no TV or Sports package and keep getting texts and emails asking me to return my kit - what a shambles....

Re: No one coming back about my complaint issued 2 weeks ago

Christopher_G — Tue, 14 Apr 2026 16:55:28 GMT

Hi @digitalmess

I'm really sorry to hear of your experience with this. I've sent you a private message so that we can look into it and get you some help.

Please take a look at your community inbox and get back to me.

Thanks,

Chris

Re: No one coming back about my complaint issued 2 weeks ago

Mustrum — Tue, 14 Apr 2026 19:15:21 GMT

@digitalmess you can find details 0f the complaints process here. https://ee.co.uk/help/contact-ee/complaint

Sending emails to imaginary people is unlikley to help your case, perhaps you meant Claire?

Re: No one coming back about my complaint issued 2 weeks ago

digitalmess — Tue, 14 Apr 2026 21:13:36 GMT

Yes - thank you - my mistake - I definitely sent it to Claire...