topic Re: Poor customer service in Contracts & Billing

Poor customer service

chris0112 — Thu, 17 Nov 2022 15:27:05 GMT

Hello,

I hope someone can help me after being fobbed off by customer service.

I took out a sim only contract and used my blue light card to get a 20% discount...

I clicked a link within the bluelight app, that took me to an essentials plan that stated no max download speeds, so I signed up.

On checking my speeds I noticed that I was consistently getting 100Mbps.

I called retentions as I was still within my cooling off period.

The advisor said he couldn't do anything until after my first month, but he'd change my plan, add extra data and discount the price so I'd end up paying the same price.

He arranged a callback, the day for the callback came and went and I received no call.

Now customer services are saying that they can't/won't do anything and have closed my complaint (I didn't even know I had a complaint open!)

Any advice would be appreciated.

Chris

Re: Poor customer service

Christopher_G — Thu, 17 Nov 2022 17:07:19 GMT

Hi @chris0112

Welcome to the community.

Is that the plan that you're on? Does it show that you have 125GB in your My EE account and is it the same price as quoted?

Chris

Re: Poor customer service

chris0112 — Thu, 17 Nov 2022 17:43:32 GMT

Hi Chris,

Yes, that is a screenshot from my ee app, and it is the price I pay and the correct amount of data.

Unfortunately my speed is restricted to 100Mbps, in reality this is quick enough, but it wasn't what I signed up for.

I was with Vodafone prior and would get the same speeds on 4g...

Chris

Re: Poor customer service

Christopher_G — Thu, 17 Nov 2022 17:53:23 GMT

OK, thanks @chris0112.

I've sent you a private message to get some information from you. Could you have a look and get back to me please?

Thanks
Chris

Re: Poor customer service

chris0112 — Thu, 17 Nov 2022 20:41:58 GMT

Thank you Chris, much appreciated 🙏