topic Re: How do i see the contract i started in March in Contracts & Billing

How do i see the contract i started in March

Markybhoy75 — Wed, 16 Aug 2023 10:07:32 GMT

How do i see the contract i started in March.

Online told to go to a shop.

Went to the shop. they cant find it . Manager and staff member looking sheepish and confused. Sorry we cant get it.

Called a different shop. You cant get it from a shop you have to get it from customer services.

Customer services say i would have got a contract with the email confirmation when i started the contract and confirmed the details for the new phone.

No contract in those emails. No link to it.

Customer services are sending me a contract which might take 30 days!!

What's going on? i want to see the contract i agreed to in March. They cant find the email that supposedly had it if they resent that with email header from then fine . That cant be falsified unless there was some kind of fraud or cloak and dagger operations going on behind the scenes which i'm sure there are not.

Happy customer of 13 years truly disgusted with EE to the point where im taking it to court. Staff aren't even saying the same things.

Also now i have started recording all calls im getting very different replies to when i was not. The new recorded ones are gaping own goals full of schoolboy errors.

Where should i be able to see this contract that was a continuation from a previous one all done online through the app this isnt rocket science .

cheers

The winslow bhoy

Re: How do i see the contract i started in March

Markybhoy75 — Wed, 16 Aug 2023 09:28:52 GMT

Sheep-ish is a word im not sure why its swear filtered.

Re: How do i see the contract i started in March

Christopher_G — Wed, 16 Aug 2023 10:11:24 GMT

Hi @Markybhoy75

What is it that you're trying to find? Your plan information can be found in your My EE account and the terms and conditions of our mobile contracts can be found on the EE website. Do you have a specific dispute with what was agreed in-store?

I think the word sheepish may have been picked up accidentally by our filters, I've edited it back in.

Chris

Re: How do i see the contract i started in March

Markybhoy75 — Wed, 16 Aug 2023 11:10:58 GMT

Hi Christopher thanks for the reply.

Yes i have a specific dispute i'm in deadlock i believe its called.

Nowhere on the email when i began the new contract does it point me to the places you have re terms and conditions.

Are you saying i don't get a copy of a contract when im starting a 50 odd quid a month contract for two years that includes those?

All correspondences and there has been hours of them !! has said i should have. Its like i've been talking to people from different companies. I get this is unusual EE dont normally have customers with connection issues but the have me and 2 other people in my facility.

They cant guarantee signal which is fine but ALL your competitors are in the same place hence me now being unhappy.

I don't want to get into it all on here to be honest.

Cheers

The Winslow Bhoy

Re: How do i see the contract i started in March

Christopher_G — Wed, 16 Aug 2023 11:59:08 GMT

OK, thanks for explaining, @Markybhoy75. It sounds like you've been dealing with our complaints team if you're heading to deadlock.

When you take out a contract in-store, you sign an information form. You get a copy and the store keeps a copy (sometimes paper, sometimes digital). It includes the price per month agreed etc.

The links that I sent you are our general network terms and conditions.

Chris

Re: How do i see the contract i started in March

Chris_B — Wed, 16 Aug 2023 12:21:34 GMT

@Markybhoy75 Just to point out you can not legally use the recorded called that you have made unless you stated to the other person that you was recording the phone call. Even with your recorded calls if you want to legally use them then EE have to agree that you can use them. All recorded calls that are not declared at the time are for personal usage only. You can not even allow them to be heard by a solicitor . if you didn’t declare at that time they was recorded or now get permission from EE to use the recordings you’ll be breaking the law yourself if they are not for personal use. Basically there is nothing within that call that you can use legally.

Re: How do i see the contract i started in March

Markybhoy75 — Wed, 16 Aug 2023 12:25:09 GMT

Hi again Chris.

Yes I'm in deadlock my complaint has been closed twice without my agreement 🤣🤣 I've also been told to use my company WiFi twice 🤣🤣

Contract was taken out online it's you guys who told me to go to the store.

Not sure if it's just badly trained staff or if they hope I'm just going to give up. The latter isn't happening i can assure you of that.

So what's the protocol when an existing customer starts a new contract online through app or logged in ee website.

A contract they are printing out 4 weeks after i first logged this complaint has implications according to my team which is actually good news finally.

Cheers

The Winslow Bhoy

Re: How do i see the contract i started in March

Markybhoy75 — Wed, 16 Aug 2023 12:34:04 GMT

🤣🤣

Chris thanks for the input. I know this and it's the first thing i say before starting the call 👍👍

Re: How do i see the contract i started in March

Christopher_G — Wed, 16 Aug 2023 12:52:53 GMT

I'm sorry to hear about the closed complaints, @Markybhoy75. I'm also not sure why you were asked to go into the store. We don't have access to your account here in the community, but I can definitely give you some information about the sales process.

When you take a contract out online, there's a 'contract summary and pre-contact information' page that we recommend viewing before you agree confirm and agree to the contract.

It includes a lot of important information about the contract, including the price and duration that you're agreeing to. It also has a section on your right to cancel when taking a contract out online or over the phone. You have 14 days from the day after delivery of your device to change your mind and cancel.

Chris

Re: How do i see the contract i started in March

Markybhoy75 — Wed, 16 Aug 2023 13:20:06 GMT

So that is the exact same as the contract I'm about to be sent?

No revisions since mid march?

As I've said I'm 13 year happy customer now I'm not happy I've kept up my side i believe ee have not they disagree.

We'll find out soon enough.

I'd go elsewhere if this number did not belong to my now deceased father and has been mine since 98 .

If it's locked in this dispute I'm not going anywhere and I'm happy to continue paying for the substandard services until a resolution has been found.

You have been very helpful Chris thanks for all your replies.

Also a girl i spoke to numerous times was also very helpful.

I have her ee email address how would i go about getting a positive review to her manager?

Cheers

Re: How do i see the contract i started in March

XRaySpeX — Wed, 16 Aug 2023 13:37:38 GMT

All EE contracts include the provision for price revisions, CPI +3.9%, since mid-March.

Re: How do i see the contract i started in March

Christopher_G — Wed, 16 Aug 2023 14:07:05 GMT

I'm sorry to hear of your father's passing, @Markybhoy75. I'm not sure what it is that you're being sent, not having access to your account. You'd need to check that with our Mobile Care team or the team handling your complaint.

I'm glad I could help a little. If you would like to send me a private message (click on my profile, then send message) with the person's email address, I can forward any comments on to their manager or you could email them directly, whatever you prefer.

Chris

Re: How do i see the contract i started in March

Markybhoy75 — Wed, 16 Aug 2023 14:24:23 GMT

Cost has never been an issue.

Re: How do i see the contract i started in March

Markybhoy75 — Wed, 16 Aug 2023 17:10:38 GMT

Thanks re my Dad.

Sent pm re the EE worker as requested.

Will i put the other bit here regarding the Frequencies EE use.

One last thing can you give me the exact Frequencies EE use for their 3 4 and 5 G communications.

Im going to do some more experiments in work . My Keysight N9010B EXA and Waveguide Horns have just come back from Calibration and i want to preform some more experiments there must be an RF reason EE are having trouble here and not 02 Vodafone etc. My job is literally testing for this stuff all be it at higher frequencies mainly but we do have some S band and C band components on the go currently . I'll quiz one of the engineers when i get some details from you and the other networks.

Thanks again for all your replies today.

Mark

Re: How do i see the contract i started in March

Christopher_G — Wed, 16 Aug 2023 17:23:17 GMT

Thanks, Mark.

I've replied to your private message.

Chris

Re: How do i see the contract i started in March

Chris_B — Wed, 16 Aug 2023 17:49:45 GMT

@Markybhoy75 Can I ask what do you actually want to know ? You’ve originally mentioned about wanting to see your contract and I’ve just seen that you’ve also posted that you want to know what band frequencies are used. these are totally two different things so I was just wondering what are you actually trying to achieve/find out. From what o can make out it sounds like you have poor or no signal within your work place. No network will guarantee a signal indoors on the simple fact and I’m sure you’re aware of this buildings can block signals.

I’ve just noticed on your first post about a new contract that you claimed is just a continuation from the previous contract. It’s nothing todo with the previous contract if you upgraded it’s a new contract. If you want to read about contract T&Cs have a look at THIS

Re: How do i see the contract i started in March

Markybhoy75 — Wed, 16 Aug 2023 18:20:45 GMT

Thanks for your input.

What do you guarantee?

Its a specific EE issue no other network has the problem where I work I've tested this on all other networks.

They have zero issue.

Phone and mobile internet it's specific to EE

Phone call cuts off Also

No problem with other networks

Its an ee problem my contract is with ee

If your saying thats tough then fine hence the deadlock.

I don't believe that's correct I'm about to find out.

Thanks for everyone's assistance.

Maybe get some training for your complaint's staff however.

Thanks for everyone's time.

Cheers

Marky

Re: How do i see the contract i started in March

Chris_B — Wed, 16 Aug 2023 19:01:53 GMT

@Markybhoy75 And where I work only o2 get a decent indoor signal. So you your point about it only being EE indoors is mute, It depends on the location and distance to the mast the amount of users on that mast and the topography of the landscape, I use Wi-Fi calling as it’s the only place where I get poor EE cellular coverage and that includes outdoors.

No network will guarantee a signal indoors as buildings block signals. What’s the signal like outside? If it’s ok then you know it’s the building and EE can not force a signal to penetrate building, Wi-Fi calling is perfect for this and it’s not even a chargeable service to have on a EE contact or PAYG. You can even send texts via it unlike other networks. I don’t know if this is still correct but one network charged you to have Wi-Fi calling as part of your contract.

Re: How do i see the contract i started in March

Markybhoy75 — Thu, 17 Aug 2023 08:06:51 GMT

Chris thanks for your reply I'm not going through This all again i realise this is just a fragment of this whole debacle.

I've worked in the telecommunications market my entire life mostly radar and guidance but also consumer products for base stations i know how it works. I literally test this stuff i asked for the frequency ee use as i want to try and work out why the issue is ee specific at my work place.

It is I've proven this.

Wifi calling isn't possible in the building I'm not allowed my personal device on the company network.

Out of interest do you think ee should have taken my phone for some kind of diagnostic check before deadlock?

Seems obvious to me that they should.

Maybe I'm obtuse.

I've never complained in 13 years but when I tried old devices on a fraction of the cash I'm paying per month on networks that aren't even real networks i started this ball rolling.

Re: How do i see the contract i started in March

Markybhoy75 — Thu, 17 Aug 2023 11:16:22 GMT

Can i ask again.

Out of interest do you think ee should have taken my phone for some kind of diagnostic check before deadlock?

Cheers

Marky