topic Re: EE mis-selling broadband upgrades in Broadband & Landline

EE mis-selling broadband upgrades

TimBarber — Thu, 16 Jan 2025 13:37:58 GMT

I posted yesterday about the unsatisfactory offer of GBP30 compensation and a letter of apology for being missold a wifi upgrade and today I called EE to check about the cancellation. I expected them to talk about cancellation fees, which they did initially, suggesting I'd be penalised a further GBP215 for early termination. Once elevated this I got confirmation that I'd not be penalised and my account records are annotated accordingly.

So, now it's a matter of finding who is the best supplier to move to. Anyone have any recommendations?

Re: EE mis-selling broadband upgrades

Chris_B — Thu, 16 Jan 2025 14:05:19 GMT

@TimBarber Your asking what ISP you should use on a EE forum, that make sense.

Re: EE mis-selling broadband upgrades

JimM11 — Thu, 16 Jan 2025 14:15:39 GMT

@TimBarber Do your research based on what you had with BT equipment wise, router's and extender's, not for us to go recommend what you need to do. Glad you got it all sorted out, sometimes it just does not work out for all concerned.

Re: EE mis-selling broadband upgrades

XRaySpeX — Thu, 16 Jan 2025 14:20:49 GMT

@TimBarber : EE, of course! What else would you expect?

Re: EE mis-selling broadband upgrades

Profile closed — Thu, 16 Jan 2025 15:44:50 GMT

@Chris_B

😂

Re: EE mis-selling broadband upgrades

TimBarber — Thu, 16 Jan 2025 17:34:37 GMT

They are totally unethical in their approach, so there's zero chance of staying with them until they deliver the service that I contracted to purchase.

Re: EE mis-selling broadband upgrades

TimBarber — Thu, 16 Jan 2025 17:38:03 GMT

I am doing everything I can to discredit a truely appalling, unethical business who have lost touch with the concept of customer care.

They misrepresented a service which would have cost them a negligible sum to resolve but as you escalate an issue you are left dealing with some tryly inept individuals. The whole experience has been the worst customer service experience of 65 years on this planet.

If I can do anything to discredit them, I'll be doing it.

Re: EE mis-selling broadband upgrades

TimBarber — Thu, 16 Jan 2025 17:40:15 GMT

EE have lost the plot when it comes to service. They sat on their hands and have lost a GBP3000/year customer over something they could have fixed for loose change!

Re: EE mis-selling broadband upgrades

Profile closed — Thu, 16 Jan 2025 18:39:52 GMT

@TimBarber

I get the impression you’re not keen then. Amiright?

Would love to know what services you had for £250pm.

Re: EE mis-selling broadband upgrades

Chris_B — Thu, 16 Jan 2025 18:49:30 GMT

@TimBarber That’s funny because I get exactly what they offered and what I agree to. broadband/TV/One phone contract with flex play/one contract for a cellular watch/ 2 sim only contracts. And all phone contracts get the benefit that having EE broadband gives them

I’m and sure the others posting on here are in that same boat.

And yes I remember you as you think EE sell WiFi, I’ll leave it at that.

Re: EE mis-selling broadband upgrades

TimBarber — Thu, 16 Jan 2025 19:29:14 GMT

To be entirely honest, until I was mis sold the upgrade, I couldn't fault EE. However, it was their attitude to resolving the issue that they created that turned me. 15 years of contented service up until you are dealing with appalling, incompetent, over promoted imbiciles with no commercial awareness in the service dpt!

Re: EE mis-selling broadband upgrades

TimBarber — Thu, 16 Jan 2025 19:30:44 GMT

My phone bill is often in excess of GBP300 per month due to international travel. I know that just about any other suppier will beat them but I remained loyal to EE because it worked. However I'm happy to take the risk of a change and save some cash!

Re: EE mis-selling broadband upgrades

TimBarber — Thu, 16 Jan 2025 19:35:41 GMT

If I'd got what I purchased, I'd be happy too. As I was for the last 15+ years. However, when they sell an upgrade on the basis that it is compatible with my existing EE mesh system (5 disc and 2 extenders) and then take a few days to come to terms with the fact it's not compatible, you can perhaps understand my disappointment.

Their solution was to try to sell me a new mesh system, which clearly annoyed me.

Throughut, all I have asked is for them to deliver what I contracted for, which isn't unreasonable under any circumstances. They could have provider 3 of their new mesh boxes for less than GBP100 cost price and this problem would never have not arisen. I'd have willing purchased the additional ones I needed.

Perhaps this more detailed explanation assists.

Re: EE mis-selling broadband upgrades

Mustrum — Thu, 16 Jan 2025 20:57:31 GMT

@TimBarber what broadband service did you have and what did you upgrade to?

And which router did you have?

As I am sure you now know, the newer routers have specific features and technologies so to make the most of them they need matching extenders. That said the older routers and extenders will work on most of the broadband services without some of the newer bells and whistles.

I am sure if you had come on here earlier we could have helped you avoid the hassle you have been through.