topic Re: POOR SERVICE - COMPLAINT MADE in Contracts & Billing

POOR SERVICE - COMPLAINT MADE

lcbull — Wed, 30 Sep 2026 10:51:47 GMT

I am posting here out of absolute exhaustion and frustration with EE's customer service and account management over the last week. I have formal complaints logged (including Ref: C10004384232) and have already emailed a formal complaint outlining these issues directly, but I have received zero response so far. The level of administrative chaos and poor treatment I have experienced is staggering.

Here is a summary of what has gone wrong:

Failed Broadband & Unprofessional Conduct: I attempted to migrate to EE Full Fibre, but the order/OTS failed due to back-end errors. When I called to raise my frustration, an advisor actually told me that "EE don't want your custom."
Pushed into Unwanted Contracts: Following that, I sought to roll back two mobile SIM upgrades within the 14-day grace period after losing my One EE discounts. Instead of a proper rollback, the agent processed them as new agreements, effectively backing me into a corner where I had to approve two brand-new 2-year contracts just to get a grueling 40-minute call finished.
Billing & Portal Lockout: To make matters worse, my online account permissions were suddenly downgraded from the primary bill payer to a basic "User," completely locking me out of viewing my bills or managing my account.
Dead-End Support & Radio Silence: When trying to resolve this via live chat today, I spent over 40 minutes providing screenshots, dealing with automated stall tactics, and getting ghosted by support agents who completely ignored my direct questions regarding an unexpected £40 bill hike and these contract issues. Meanwhile, my formal email complaint remains completely ignored.

Has anyone else experienced this level of systemic account locking and contract pressure? At this point, between the staff telling customers they aren't wanted and the refusal to fix basic portal permissions, I am completely ready to walk away from EE entirely.

Re: POOR SERVICE - COMPLAINT MADE

Rach_H — Wed, 30 Sep 2026 13:05:08 GMT

Hi @lcbull,

Welcome to the Community!

I'm sorry to hear about your experience speaking with our team, and I can understand how frustrating this must be for you. When was it you raised your initial complaint with our team, and when was your formal complaint logged?

Rach

Re: POOR SERVICE - COMPLAINT MADE

lcbull — Wed, 30 Sep 2026 13:06:45 GMT

@Rach_H initial complaint was raised 28th September at 9:10am, i logged it with **************** as your online form only allowed 500 characters which was restrictive.

I would just like some recognition that the complaint has been received, and is being looked into.

Re: POOR SERVICE - COMPLAINT MADE

Rach_H — Wed, 30 Sep 2026 13:13:11 GMT

Thanks for getting back to me @lcbull. Out complaints team are currently looking at a response time of around 7 days, so it is likely that your complaint has not yet been picked up by them, but they will confirm when they have started working on this.

What did the team advise the next steps would be with your complaint that you logged over the phone?

Rach

Re: POOR SERVICE - COMPLAINT MADE

lcbull — Wed, 30 Sep 2026 13:23:49 GMT

No complaint was logged over the phone.
I've lost Main account holder status to my account, i can no longer view bills etc. Not sure why, i spoke to an advisor on the online chat who said they will raise a complaint, i wasn't sure why, but then i got fed up after 40mins of getting no where, had meetings to go to so disconnected.

I still cannot view bills in my main account etc.

I also received a text about a complaint, and told to contact EE otherwise it will be closed in 7 days, not sure what that was in relation to.

Re: POOR SERVICE - COMPLAINT MADE

Rach_H — Wed, 30 Sep 2026 13:55:35 GMT

Ahh, I understand now @lcbull. Thanks for clarifying. It sounds like the chat agent has opened this for you as you've let them know you were unhappy with the service, but weren't able to get this resolved for you. I'd recommend reaching out to our team over the phone, so they can work to get things back on track for you, as we want to get this sorted as swiftly as possible, and this will likely be quicker for you.

Rach

Re: POOR SERVICE - COMPLAINT MADE

lcbull — Wed, 30 Sep 2026 15:07:52 GMT

Thanks, i'm tired of reaching out now though, had multiple chats and long lasting calls.

If you'd like to get your best advisor to reach out to me though, feel free. Happy to share my information privately.

Re: POOR SERVICE - COMPLAINT MADE

ee_user14 — Wed, 30 Sep 2026 15:35:54 GMT

@lcbull wrote:
Thanks, i'm tired of reaching out now though
If you'd like to get your best advisor to reach out to me though

My arm is so tired from all that reaching, but if someone wants to reach back instead...

What's wrong with just making a phone call...

Disclaimer: Post not aimed at any individual, it's just that constantly reaching is just so tiring these days....

Re: POOR SERVICE - COMPLAINT MADE

Rach_H — Wed, 30 Sep 2026 16:49:22 GMT

I understand it's not ideal when you feel like you're putting in all the legwork @lcbull, but we aren't able to arrange calls from here, so the best way to get the resolution you're after would be to call the team.

Rach

Re: POOR SERVICE - COMPLAINT MADE

SlyQuick — Wed, 30 Sep 2026 19:23:37 GMT

Email these addresses and you should hear back in 24 hours. The executive complaints team seem equally as awful though, I have had to take a different complaint about poor live chat service to the ombudsman as EE was unable to assist

****************

claire.gillies@ee.co.uk

allison.kirkby@bt.com

adam.crozier@bt.com