topic Re: Unable to provide reasonable adjustments in Contracts & Billing

Unable to provide reasonable adjustments

Absurdmind — Wed, 17 Dec 2025 13:15:26 GMT

Are they any other Audhd customers here, EE are repeatedly ignoring reasonable adjustments, calls to multiple handlers out of desperation getting non where, have asked for report of where they think they are supporting me in writing 14 days as advised by equality and disability and applied for advocate legal assistance for equality act failing and fair process.

Re: Unable to provide reasonable adjustments

Absurdmind — Tue, 16 Dec 2025 19:31:44 GMT

Wow how strange that I have an apparent business account that I can't cancel that's registered to my personal account that according to EE I can't close. Why would I need a fresh credit check on an account I've had with EE since 2020 and BT since 2004 please make that make sense.

Also on reaching out I'm audhd I prefer written communication yet I've called over the last 3 days been transferred to nearly 10 handlers and still the same as when I started, is this a deliberate ploy for vulnerable customers or is this the same for aany customer it would be interesting to know.

Re: Unable to provide reasonable adjustments

Christopher_G — Wed, 17 Dec 2025 08:18:29 GMT

We don't have access to customer accounts here in the community forums, so it isn't possible for us to check your specific situation, @Absurdmind.

You could try filling in our complaints form. That way a dedicated team will look into this and give you an answer and record it against your account as a complaint.

Chris

Re: Unable to provide reasonable adjustments

Peter_W — Thu, 18 Dec 2025 10:48:33 GMT

Good afternoon @Absurdmind.

We want all of our customers to feel supported when reaching out to us for help, and we always aim to make sure any additional needs are considered when speaking with our team.

If you highlight these with us over the phone, we'll log it on your account, and that way anyone you speak with moving forwards can identify what to take into consideration.

You can find more information about this here: Vulnerable customer account help | Accessibility services and support | EE

Sometimes queries can be complex, and I'm disappointed if you feel that sufficient ownership hasn't been taken when speaking with us in the past.

An alternative option you could look at here would be to raise this directly with our complaints team; that way you're assigned a direct point of contact, and your case will be managed end to end.

You can also find the full details of our complaints code of practice here:

EE Complaints Code of Practice - March 2024

Peter

Re: Unable to provide reasonable adjustments

Absurdmind — Wed, 17 Dec 2025 22:28:29 GMT

I’ve been on the phone multiple times pushed to different departments no response yet and counting. Today I even called to ask specifically for support as a disabled person got put through to insurance for stolen phones. I wish I was joking. I’ve complained in every conceivable way, apparently I have a deadlock letter issued 01/12/2025 but don’t have it just was told over the telephone. No complaint process just ignore and apparently we have deadlock so if you could help with that document it would be appreciated

Re: Unable to provide reasonable adjustments

Absurdmind — Wed, 17 Dec 2025 22:29:18 GMT

I’ve done that so many times it doesn’t get recorded sadly

Re: Unable to provide reasonable adjustments

bristolian — Wed, 17 Dec 2025 22:36:46 GMT

That deadlock letter allows you to refer your complaint to external arbitration, namely Ombudsman Services.

It is sometimes called a final position letter.

Re: Unable to provide reasonable adjustments

Rach_H — Fri, 19 Dec 2025 11:41:06 GMT

If you've not received your deadlock letter then you will need to reach back out to the team @Absurdmind, and they will be able to get this sent to you.

Rach

Re: Unable to provide reasonable adjustments

Absurdmind — Wed, 21 Jan 2026 17:32:45 GMT

Did you get anywhere I’m going through same issues ombudsman just as bad it’s been a journey to get told IA that no one is following reasonable adjustments but that’s legal so that’s the end of their investigation.

Re: Unable to provide reasonable adjustments

Christopher_G — Wed, 21 Jan 2026 18:20:54 GMT

Hi @Absurdmind

Welcome to the community.

We have a Communication support help page that outlines some different ways to contact us. If your query is about a pay monthly EE contract, there's also a live chat service under the help section of the EE App.

I know you've mentioned speaking with the ombudsman, but have you opened a complaint with our support team?

Chris

Re: Unable to provide reasonable adjustments

Absurdmind — Wed, 21 Jan 2026 19:34:09 GMT

Seriously although well intentioned your comment isn’t who I wanted to hear from, & yes I’m at ombudsman as we speak.

Re: Unable to provide reasonable adjustments

XRaySpeX — Wed, 21 Jan 2026 19:49:59 GMT

Who were you wanting to hear from? There is only us fellow users & the Community Support Team here who can give general advice about EE's procedures. This isn't EE CS.

Also notice this thread is 2 years old!

Re: Unable to provide reasonable adjustments

bristolian — Wed, 21 Jan 2026 21:33:59 GMT

@XRaySpeX wrote:
Also notice this thread is 2 years old!

Now merged with the existing thread...