topic Re: Rant incoming - apologies in Contracts & Billing

Rant incoming - apologies

Profile closed — Mon, 11 Nov 2024 14:58:59 GMT

Another week. Another example of what an absolute sh*tshow EE is.

I've written at length before on my deplorable experience, over the last 6 weeks, transitioning from BT to EE .

Each service has had issues.

Broadband: WiFi Controls wouldn't work. Extenders wouldn't pair.

TV: Agreed new deal, wasn't told I'd be put on Netflix with ads.

SIM onlys: Successful porting required manual intervention. Wasn't told new plan would be throttled. Have to wait 3 months "for security" before our 2 phones can be merged into the 1 app with our BB and TV.

Pd first month BB and TV, and gave details for DD's for the phones, even tho an EE DD already existed. No phone bill yet. They're apparently on separate accounts. The only login for EE I have shows only the BB and TV. No idea how I'm supposed to access the phone accounts.

After hours on 150 I escalated it to a complaint to CEO level. Exec Complaints did pick it up but I had to speak to each product area, and sometimes several different people in each area.

On the phone side, agreed new deals verbally with a less restrictive throttle. Had nothing in writing.

Around the same time, agreed £20 credit on ea (2) phones with someone else on Mobile Complaints, confirmed in an email, as compo. This is in addition to a £50 credit for BB compo.

New phone plan kicks in today.

AND EACH PHONE GETS A TXT SAYING THE £20 "DISCOUNT" HAS BEEN CANCELLED, DUE TO A CHANGE ON YOUR ACCOUNT.

FGS. I've had my issues with BT over the 50yrs I've been with them. But nothing like the sheer incompetence I've had from EE.

This is without doubt the worst experience I've ever had with a service provider. Worse than Vodaphone, and that's saying something. As soon as I'm able I'll go elsewhere and give someone else my £100pm.

Another CEO complaint outgoing.

If my experience is typical, or even simply common, I think BT will rue the day they decided to force the consumer side to get lost.

What an absolute shambles.

Re: Rant incoming - apologies

Michael_D — Tue, 12 Nov 2024 08:44:21 GMT

Hi @Profile closed

I am sorry to hear that this has been your experience since the start of your contracts.

It can be that the discount needs to be removed when a plan is changing, which then triggers the text, and then it would be added again.

Are you able to login to your EE account to see if the discounts are showing again in the Plans and Subscriptions section?

Michael

Re: Rant incoming - apologies

Profile closed — Tue, 12 Nov 2024 10:19:24 GMT

Thanks Michael. The only EE login I have shows only our BB and TV - either via a browser or the app - under Plans and Subs. The phones were set up under separate accounts and despite being a BT customer for over 50 yrs with a perfect pymt record, I have to wait 3 months before I can ask for the accounts to be merged, so I can see and manage everything in 1 place, as I could do with BT without palaver. I cannot access the phones. I’ve had nothing to say the credits will be reinstated under the new plans. I’ve had nothing in writing at all. Not been billed on the phone side.

The credit wasn’t a discount. It was a one time deduction as compo. We buy our phones, so have SIM only. But as I say, although the porting started 5 or 6 weeks ago, I’ve had no bill yet. BB/TV I have, and paid.

Thsnks for taking an interest. I’ll resurrect my CEO complaint today.

Re: Rant incoming - apologies

Profile closed — Tue, 12 Nov 2024 13:16:25 GMT

Just got a txt. Follow the link, it opens the app at the page to link products. I do the routine which I’ve done dozens of times before. Same result. “This phone is already linked”. But I can’t see it in the only EE login I have.

So I try txting BILL. And get a random figure which doesn’t match the plan.

The band strikes up, and the circus rolls on.

Re: Rant incoming - apologies

Leanne_T — Tue, 12 Nov 2024 16:17:56 GMT

Hi there @Profile closed

Thanks for coming back to us.

If you get in touch with the complaints team and let them know you have received this text message and they will get this looked into for you.

Please keep us updated with how you get on 🙂

Leanne.

Re: Rant incoming - apologies

Profile closed — Tue, 12 Nov 2024 17:40:03 GMT

Thanks Leanne. Done it. Waiting to hear.

Re: Rant incoming - apologies

Leanne_T — Tue, 12 Nov 2024 17:40:53 GMT

Thank you @Profile closed

Speak to you soon 🙂

Leanne.

Re: Rant incoming - apologies

Profile closed — Wed, 13 Nov 2024 16:15:56 GMT

Hi Leanne

Prompt response from Exec complaints this morning. Profuse apologies as usual, cancellation of one-off discounts is "system generated" (but the system can't generate re-confirmation under the new plans?), some £numbers quoted which seem to imply more compo, but absent any comprehensive bill or access to the phone accounts I can't see how they're derived. Apparently I've been put on free paper billing. Yet to arrive. Nobody can explain to me how I access the accounts online.

The opportunity has been taken once again to make the point I'm a new customer. In a way, this rankles most of all. BT have made a decision, they want this to happen, but without background some (thousands?) of customers will simply assume this is not much more than a change of logo. It's a disgrace. I've got to prove my creditworthiness (but not on the BB/TV side, where I spend far more?), and once I have, I've got to descend the Seventh Circle of Hell that is 150, in order to get all my EE stuff together, as I had w BT for years. Nobody can diary it. I have to do it. I'll come back in February, and tell you how that went. I'll certainly be sure to let Axxx Pxxx in Exec Complaints know. I can see it now.

I quote:

"I've previously explained that you can get both numbers merged on to the same account, however for a credit history to reflect with EE, they'll have to be left as separate accounts for now for a minimum of 3 months. Once this time frame has passed, I would recommend calling 150 and discussing merging your mobile accounts with our team."

Mike (very pi55ed off)

Re: Rant incoming - apologies

Profile closed — Thu, 14 Nov 2024 15:52:27 GMT

Had phone service for 5 weeks, but still no paper bill, or any itemised online bill I can d/l. Not listed in the app, or a browser.

I have the phone account numbers.

Can anyone suggest a way I can access the accounts online?

The only EE un/pw I have takes me only to our BB and TV products.

🤷🏼

Re: Rant incoming - apologies

Peter_W — Thu, 14 Nov 2024 17:14:16 GMT

Hi again @Profile closed.

I can see from your recent threads that you've had quite a bit of trouble with your account since making the switch from BT, and if you're unable to see your mobile details still we would usually get you set up with paper bills.

Depending on when the bill is produced, we'd absolutely expect you to see these come through.

We wouldn't be able to set up any alternate online means for providing these, though.

Peter

Re: Rant incoming - apologies

Profile closed — Thu, 14 Nov 2024 17:29:08 GMT

Hi Peter

I'm not especially bothered about a physical paper bill. Happy to d/l a pdf. My main point is the phones exist (apparently) in separate accounts - in (I was told by someone in Exec Complaints) some sort of legacy EE mobile system. What the implications of that are I've no idea.

It's 2024. Not 1924. Am I unable to access these accounts online? Seriously?

Re: Rant incoming - apologies

Peter_W — Thu, 14 Nov 2024 18:27:19 GMT

Thanks for explaining that @Profile closed.

We did change the system that online accounts are held in towards the end of 2023, but unless you have had an EE account before then and rejoined the network as a new customer, your details shouldn't be linked with the legacy system.

We don't have access to your details via the forum to view this exactly at our end, but if you're in touch with the Executive team, I'm confident they'll be doing everything we can.

Peter

Re: Rant incoming - apologies

Profile closed — Thu, 14 Nov 2024 19:04:35 GMT

Peter

It’s not clear from the wording used, but it appears they may have increased the compo. But I can’t tell. The bill they’ve cited I can’t check as I have no bill and no online access.

Several times I’ve asked Exec Complaints specifically how I can access the separate phone accounts. Each time they’ve ignored it, preferring to repeat that I’ve got to wait a minimum of 3 months before I’m allowed to request everything be merged into 1 account on 1 app.

I can only refer forum members to the first line of this post.

Re: Rant incoming - apologies

Linzi_H — Fri, 15 Nov 2024 08:42:10 GMT

Hi @Profile closed

If anything is unclear then please reach out to your contact within the Executive Team, they should be able to provide further insight.

Linzi

Re: Rant incoming - apologies

Profile closed — Fri, 15 Nov 2024 10:47:23 GMT

Thanks Linzi

Transparency is good, where it's possible.

Forget billing, printed or otherwise. I have the account numbers for the phones.

Can i ask a simple question of the staffers here?

Can i view those accounts on-line?

TIA.

Re: Rant incoming - apologies

Profile closed — Fri, 15 Nov 2024 16:13:34 GMT

"Can i ask a simple question of the staffers here?

Can i view those accounts on-line?"

Anyone?

Re: Rant incoming - apologies

Peter_W — Fri, 15 Nov 2024 18:33:32 GMT

You should absolutely be able to access the details of your broadband and mobile accounts in once place, @Profile closed.

Provided all your mobile lines are on a single billing account, and you have a broadband account where the personal details exactly match your mobile account, this should be possible.

If there is an issue with the setup of this then we should absolutely aim to get this sorted out, but sometimes this will need further investigation so we can understand exactly where the issue lies.

Peter

Re: Rant incoming - apologies

Profile closed — Fri, 15 Nov 2024 20:02:08 GMT

Thanks Peter. Personal details have been unified to match, and I can access BB/TV in the app or via a browser, using the only login I have for EE.

I’ve been told clearly - several times - by Exec Complaints, on correspondence copied in at the highest corporate level, that I have to wait at least 3 months payment history before I can request the 2 phone accounts be merged with our other products, so everything’s in 1 place. That’s what I had with BT.

That is rigid, and I’ve given up on that.

What I’m now asking is if I’ve a way to view the phone accounts online. That would be an interim solution.

We’ve now received phone bills, charging for paper billing which Exec Complaints said would be free, and setting out future monthly bills without the multi-product discount 🤷🏼

I despair, I really do.

Re: Rant incoming - apologies

Alex_H — Sat, 16 Nov 2024 12:05:47 GMT

@Profile closed There is no separate interim online account access, the only workaround to view your bill without the EEID access would be via the paper bill. Itemised billing itself cannot be added without a charge, when making it free it is usually done by adding a equivalent credit or discount to cancel out the charge.

So it is normal to see the charge there even though they have said it will be free, if a credit for the same amount is not showing on the bill it would be best to get some clarification over how they have added the credit as its possibly pending for your next bill if its not on the current one. But without account access I would not be able to say for sure. I am sorry things have not been made clearer for you.

There are two different merge processes relating to merging actual billing accounts and merging EEID/online accounts that could be causing some confusion. It sounds like during the transfer from BT your two mobiles have been put on separate billing accounts. Merging actual billing accounts is something that would require the 3 months payment history you are being told.

Merging two EEIDs is not something you should need to wait for though, outside the 7 working days timescale it takes once submitted. I know you mentioned only having one login for EE, but with most cases in which you get the message about it already being linked when trying to link, the HBB and TV and mobile will be linked to separate EEIDs. It could even be the same e-mail but separate EEIDs if for example capitalisation was entered differently, or googlemail used for one and gmail the other etc.

I would suggest checking specifically if an EEID account merge has been requested and if not ask that one is done as that should help to avoid any confusion with the separate billing account merge you are wanting and would help to resolve the online account side of things. The multi product discount is also regulated by the HBB and mobile accounts being linked under the same EEID, so it can only be discounted manually if they are not linked up currently, but if they are able to be merged the discount would automatically be added.

Alex

Re: Rant incoming - apologies

Profile closed — Sat, 16 Nov 2024 12:46:50 GMT

Thanks Alex.

Wow.

Definitely a touch of the Kafka-esque about this labyrinthine process. Not exactly a simple change of logo, is it? Yet customers are being led to believe it’s seamless. “Powered by BT”. Huh?

AFAIK Exec Complaints have not actioned anything to “merge EEIDs”. What *is* an EEID? All I ever had w BT was A/C number and name, and email & PW for online access.

All they’ve said, repeatedly, is that the 2 separate phone accounts cannot be added to our product list for at least 3 months, and only then can I “request” it. Assuming a call to 150 successfully achieves that, it means that I’ve transferred, as BT want, continued to pay my bills timely as Uve done for decades, but have had to wait months just to get the same basic level of customer access I had before 🤷🏼

There is no cr for the paper billing on the printed bills we’ve just got. There’s no multiproduct disc for the phones going forward. The net result is a bill for each phone. Given the compo of £20 on each phone and an average monthly bill for each around £10, I’d have thought we’d get at least 1 month free. But no.

All our stuff is on DD. The bills will be paid, and doubtless it’ll all come out in the wash.

I’ve gone back to Exec Complaints on the billing.