topic Re: EE's ignorance of neurodivergence in Broadband & Landline

EE's ignorance of neurodivergence

eekabear — Thu, 29 Aug 2024 14:21:28 GMT

It's unfortunate that EE don't allow emails - I've just had an email that I have to call them to renew my account.

If they bothered to look at my landline phone usage, they'll see I only ever call one number - my father. I don't call anyone on the phone, landline or mobile, as I'm autistic and get incredibly stressed and anxious with phone calls, and forget what was spoken. All my communications are in writing - email, text, Messenger, WhatsApp etc. Everyone I know knows not to call me as I won't answer calls.

Will my account be cancelled because I'm not going to call you? Or will it automatically renew? Your email to me isn't clear on that. Thoughtless.

Thanks for ignoring people with different heads, EE. How majestically ignorant of you.

Re: EE's ignorance of neurodivergence

manatarms84 — Thu, 29 Aug 2024 14:26:48 GMT

If you are coming up to the end of your contract and you do not contact EE - it will go onto a month by month contract. this means you would be able to leave anytime- the disadvantage of this is that you may end up paying more for your service if you had any discounts.

You can manage your account online if that works better for you

Re: EE's ignorance of neurodivergence

XRaySpeX — Thu, 29 Aug 2024 14:31:49 GMT

If you don't call them these BB contracts just carry on at the non-discounted price on a rolling 14-days' notice basis until you explicitly migrate, cancel or upgrade.

Re: EE's ignorance of neurodivergence

JimM11 — Thu, 29 Aug 2024 14:38:42 GMT

@eekabear It is unfortunate, but most of this is now automatically system driven, your account just goes onto the rolling monthly contract, and price will no doubt go up accordingly and if you are happy with this then do nothing and you certainly will NOT be cut off from your existing broadband/landline, I have included the link below, not sure if it will help you in any way or if you have done so previously.

Re: EE's ignorance of neurodivergence

Peter_W — Thu, 29 Aug 2024 18:21:03 GMT

Good evening @eekabear

Welcome to the EE Community 😊

Just to reassure you first of all, your contract may have a minimum commitment period, but it will continue to roll on once this comes to an end; as long as you maintain your direct debit this will roll on until you request cancellation.

We always want to give customers as many options as possible for getting in touch with us, and depending on the kind of plan you're on there are some broadband contracts you can renew online.

There are some things we will need to speak with you over the phone about, but like @JimM11 mentioned, if you register any additional needs with our team, we'll do our best to accommodate these.

Peter

Re: EE's ignorance of neurodivergence

JimM11 — Thu, 29 Aug 2024 18:29:57 GMT

@Peter_W With someone who is autistic and does not handle phone conversations very well, THIS would not be an ideal form of communication, would be better for someone like his father to be there for any support regarding this. HTH

Re: EE's ignorance of neurodivergence

Peter_W — Fri, 30 Aug 2024 13:33:51 GMT

Thanks @JimM11.

I've had a double check, and it's possible to nominate a named third party that can speak with our team about any account queries, but for actual renewals and upgrades this would need to come from the account holder directly.

If calling is the only option and customers aren't able to do this, we also offer our Relay service that helps them communicate with any of our departments through an assistant.

Peter