topic Re: EE CEO refuses to email me in Broadband & Landline

EE CEO refuses to email me

quintain — Sat, 07 Sep 2024 14:41:03 GMT

I am v new to EE albeit a long time user of BT WiFI and landline.

I requested EE CEO assistance by email 48 hours ago

Neither he nor any one on his behalf have replied.

I am expected to pay £80 ++ monthly for WiFI & landline (non-business) on a 24 month contract.

I am receiving many offers for similar/shorter 12 & 18 month service at about £35 monthly.

Why should I continue with this new contract. BTW I am within 14 days of contract commencement.

Re: EE CEO refuses to email me

Katie_B — Wed, 06 Dec 2023 07:46:34 GMT

Good morning @quintain.

Welcome to the EE Community.

This is something our customer care team who have account access will be able to help with, you can speak with the team by calling us on 150.

If you are wishing to discuss the price which has been agreed please, give us a call.

Katie

Re: EE CEO refuses to email me

bristolian — Wed, 06 Dec 2023 08:08:00 GMT

Is the monthly charge on your bill, that which you signed up for?

Re: EE CEO refuses to email me

XRaySpeX — Wed, 06 Dec 2023 11:54:33 GMT

Which EE BB product do you have?

Re: EE CEO refuses to email me

Artindoril1 — Sat, 07 Sep 2024 11:38:18 GMT

Honestly, it's a complete waste of time doing that.

I'm trying to upgrade my package, have spent hours on the phone to 150, and am on my 8th order being raised. I clearly have an issue with my migrated account - as orders are being automatically deleted. But I can't get anyone to sort it.

I've had promises of call backs (they never do), personal assurances of getting it sorted, managers with sales support and connections try to sort it, and it still isn't sorted.

The broadband teams are an absolute shambles. Anyone considering migrating to EE, don't. Insist you stay with BT.

Re: EE CEO refuses to email me

JimM11 — Sat, 07 Sep 2024 12:39:49 GMT

@Artindoril1 Are you still a BT customer at present?

Re: EE CEO refuses to email me

Artindoril1 — Sat, 07 Sep 2024 16:19:27 GMT

I'm not unfortunately. Completely moved over to EE.

Issue is that my broadband account is completely messed up. Every time the call centre places an order, I sign a pre-contract and nothing happens. Next time I call the order has been deleted out the system with no trace it ever existed. I'm now on my 8th attempt to upgrade my package. Today's assistant promised to work with his manager and back office teams - and I would be kept in formed. Heard nothing since 11am. No confirmation email, no call to say it has been sorted or these are the next steps, nothing.

In fact every time the advisor says it should work, or they'll follow it through, or keep in contact with me by email. Every time nothing. I phone up and go through the same issue all over again.

I can't get my account escalated to be looked at by the back office teams.

Honestly the customer service and trouble shooting on 150 is absolutely abysmal.

I can't fault the mobile teams, but broadband is an absolute shambles. In fact I would say it is worse than when BT looked after the broadband side.

Re: EE CEO refuses to email me

Artindoril1 — Sat, 07 Sep 2024 16:28:23 GMT

It's at the stage I'm sick and tired of dealing with 150 and I have no faith it will ever get sorted.

Have emailed the ceo and copied in BBC watchdog. But I doubt it'll make a difference.

Re: EE CEO refuses to email me

Artindoril1 — Tue, 10 Sep 2024 09:06:23 GMT

Well seem to have light at the end of the tunnel.

Lewis on 150 managed to get a lot sorted (shame it took 9 phone calls to find someone), and the exec complaints team followed up this morning.

Still have multiple EE id's that need merging. But hopefully that's it ...

Re: EE CEO refuses to email me

Peter_W — Tue, 10 Sep 2024 09:12:26 GMT

Thanks for the update @Artindoril1.

I'm glad to hear that you've managed to make some progress with Lewis and our ECR team.

Please keep us posted on how things go, account merge requests do take a bit of action by our back office team, but I'm confident they'll keep you updated on how things are going.

Peter

Re: EE CEO refuses to email me

Artindoril2 — Thu, 07 Nov 2024 13:43:46 GMT

I wish it could be positive, but so far the only people that seem to be able to sort stuff are the exec complaints team.

Ended up with my account closed and a new one opened and new kit being sent out.

My wifi enhancer was working for a while, but now is stuck on this and the tech support team don't understand as they have never seen it before and it shouldnt do that - I have no open faults apparently. All they can think is to call back next week and get an engineer out.

It's an absolute mess.

Re: EE CEO refuses to email me

Mary731 — Sat, 16 Nov 2024 11:15:51 GMT

I had the same problem and, in the end, moved over to Sky TV to get a decent service. I'm still receiving equipment from EE so I think they have my account mixed up with another and some poor devil is wondering why his stuff hasn't been delivered. It is the most incompetent company I've ever dealt with and I'm so glad to be free of them. My next job is to compose an Email for the CEOs of BT and EE to let them know how I feel and why they've lost a customer who has been with BT for years.

Re: EE CEO refuses to email me

DamilareOye — Wed, 04 Dec 2024 18:02:00 GMT

Hi,

Please can you help me with the email you sent your complaint too. 150 is driving me crazy and my mental health is at stake

Re: EE CEO refuses to email me

XRaySpeX — Wed, 04 Dec 2024 18:12:25 GMT

@DamilareOye : This user discussion forum doesn't send out emails about anything other then copies of its posts. You need to discuss your complaint with CS.

Re: EE CEO refuses to email me

Mustrum — Wed, 04 Dec 2024 18:23:36 GMT

@DamilareOye you can find details on how to make a complain in the following Help page.

https://ee.co.uk/help/contact-ee/complaint