topic Re: No updates after escalating in Contracts & Billing

No updates after escalating

dissatisfied202 — Wed, 11 Feb 2026 14:16:44 GMT

I've followed the link to escalate this matter. It's (eventually) pointed me straight back to this page.

I need a number to call that bypasses this automated gradgrindery.

Re: No updates after escalating

bristolian — Wed, 11 Feb 2026 14:00:18 GMT

What link have you followed to escalate what matter? Your post has been moved to a dedicated thread rather than adding to someone else's.

EE-CS number is 150 from an EE mobile, or 07953 966150 from any other phone.

Re: No updates after escalating

Christopher_G — Wed, 11 Feb 2026 14:17:15 GMT

Hi @dissatisfied202

Welcome to the community.

I'm sorry to hear that you're looking to escalate something with us. The best place to go for this is our online complaint form. If you submit a case there, a dedicated team will be in touch with you to discuss it.

I hope you manage to get sorted.

Chris

Re: No updates after escalating

XRaySpeX — Wed, 11 Feb 2026 15:29:47 GMT

Dunno any link to escalate something; only to lodge a complaint.

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

Re: No updates after escalating

ExCustomerToBe — Thu, 12 Feb 2026 18:31:15 GMT

Hi @dissatisfied202 I don't know what link you've been given to escalate your matter, but I have been trying to find an EE Complaints Escalation Department for a few weeks, and in my experience, it doesn't exist.

Apart from their online complaint webform, and the email address (which goes to their customer service department), there seems to be no way to contact any higher authority within EE to escalate a complaint. (And my god, do they need a Complaints Escalation Department!).

It has been suggested to me that there is an email address for the CEO, but I can't imagine that will get any response.

However if your compaint has been ongoing for more than 8 weeks, and they still haven't resolved it, you can escalate it to the Communications Ombudsman. (This is the path that I am currently going down as I have been ignored by EE for 17 weeks now).

If your complaint is over 8 weeks old, I'd suggest emailing EE and threatening them with the Communications Ombudsman and following that poth.

Re: No updates after escalating

XRaySpeX — Fri, 13 Feb 2026 13:28:42 GMT

@ExCustomerToBe wrote:
It has been suggested to me that ************ is an email address for the CEO

You have attempted to obscure an email addy but you haven't. It has an EE Staff email underlying it.

Re: No updates after escalating

ExCustomerToBe — Fri, 13 Feb 2026 14:31:52 GMT

How odd. I wasn't attempting to obscure anything.

I was passing on info that it may be possible to email EE CEO *******s, with an email adress of her first name dot surname at the usual ee domain.