topic Re: Suspension of my line despite having always paying my bill? in Contracts & Billing

Suspension of my line despite having always paying my bill?

Rayne70 — Thu, 25 Jan 2024 23:01:00 GMT

My phone line has been suspended from use for the fifth time in 2 months despite having paid my phone bills always on time and despite having assurances from customer service today that it will be placed back on and yet again has become suspended. I would like to know at what point can I complain to ofcom to assist me in resolving this matter and to get them to investigate EE in terms of billing and there custom practices in regards to line suspension when the error is the fault of EE. Can anyone advise what to do P.ls.?

Re: Suspension of my line despite having always paying my bill?

Rayne70 — Thu, 25 Jan 2024 23:05:44 GMT

Re: Suspension of my line despite having always paying my bill?

XRaySpeX — Thu, 25 Jan 2024 23:06:16 GMT

You can't! Ofcom don't handle individual complaints.

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: Suspension of my line despite having always paying my bill?

Katie_B — Fri, 26 Jan 2024 07:33:15 GMT

Good morning @Rayne70.

Welcome to the EE Community.

I am sorry to hear this has happened again.

When speaking with our customer care team have they advised the reason behind your line being suspended?

Katie