topic Re: Complaints about EE service in Broadband & Landline

Complaints about EE service

jdavidwood — Tue, 11 Feb 2025 14:33:54 GMT

Hi, has anyone worked out the technique to make EE listen? And work out how to speak to someone who is helpful and sensible who they can have a dialogue with. Calling the phone number and even using the services for open cases which provides a link to continue a conversation is hopeless.

I've been trying to communicate since 25 January and have not today concluded that they really don’t have a clue.

Each time you call(it’s always the way as they never call back when they say they will either on the same day or the day after).

There must be someone at EE who knows what they’re doing and can talk to customers and solve problems.

meanwhile I’m paying for a service that I’m not fully receiving and wasting hours talking people who either don’t care or don’t know who to talk to to help me solve my BB issue. And my family is paying for extra data on their phones because of non availability of BB.

I’m frankly sick of calling and being told that I need to wait 72 hours (excluding weekends and possibly not working hours depending who you talk to) to get the issue passed to someone else who doesn’t know what the problem is until I repeat it, again.

so to repeat, if any one can suggest a phone number of a person at EE, who knows how EE works and has access to tech teams who I seems aren’t allowed to talk to the customers, then I would be pleased to hear from you.

for context, my problem is that the ‘homework’ downtime controls are locked on. I agree this sounds like a crazy simple problem to deal with but it’s seemingly beyond EE !

Re: Complaints about EE service

JimM11 — Tue, 11 Feb 2025 15:08:48 GMT

@jdavidwood Do you have an app specific issue, looks like you are waiting on EE, pose the question on the Forum maybe there is an answer, that may or may not help. Just remember the Forum is all user's like yourself trying to help where possible.

Getting to EE is going to be difficult. Think you have worked that out now.

Re: Complaints about EE service

jdavidwood — Tue, 11 Feb 2025 15:26:14 GMT

Hi Jim

My logic leads me to conclude that the issue is in moving my account from BT to EE for my home BB. It seems that some settings on my old BT account remain on, but as I no longer have a BT account or access to the old BT app which controlled the BT bb I cannot turn the controls off. The controls on the new EE app are slightly different.

ive not spoken to anyone at EE who can suggest anything more sensible or logical. This mornings guide thought the issue related to an unrelated request a few weeks ago to cancel my home phone line? And last week someone suggested restarting my extender disks might do the trick.

the issue is that all of the great minds at EE look at this separately every time I call and they are unable to make progress - or speak to back of house tech teams can presumably easily sort my account out issue quite easily I would guess, even if that meant giving me a new profile/account.

All my guessing. Could equally that the BT / Ee guys have a competition going to see how many different offices they can route my calls to before I give up on them and my bb.

Re: Complaints about EE service

JimM11 — Tue, 11 Feb 2025 15:45:46 GMT

@jdavidwood Few questions to ask, 1. Do you still have the BT Router. extender disk's etc from before your move, and trying to use the EE app to control the BT Router? Not asking anything else about the first question. Some moves from BT - EE then ALL the original equipment is deemed to be good, so DO NOT swap anything out is a BT-EE approach.

Re: Complaints about EE service

jdavidwood — Tue, 11 Feb 2025 15:52:39 GMT

Hi no equipment has been moved. Its simply a matter that my account has been moved from BT to EE

Re: Complaints about EE service

JimM11 — Tue, 11 Feb 2025 16:12:51 GMT

@jdavidwood So number 2. There has been numerous and i mean that for sure, the EE app has lot's and lot's of trouble trying to control the BT Router, i assume that you have the BT Smarthub2 version, the app is update regular but for many/many unknown reason's, primarily and as you are finding out what controls you had before, are frozen, stuck etc etc.

Easy way to tell, app when you look at the router it will have below it's picture Smart Hub, you may see online, number off connections, i will find a link from the other day posting and add it below this message, so you can click and go have a look.

Re: Cant activate parental controls - The EE Community

Re: Complaints about EE service

JimM11 — Tue, 11 Feb 2025 16:31:07 GMT

@jdavidwood Have snapped the picture of my router on the app when it is processed for viewing.

EE Smarthub+ SH31B

Re: Complaints about EE service

jdavidwood — Tue, 11 Feb 2025 16:40:15 GMT

Hi, yes i have a smart hub 2. What you say reminds me that one of the earlier fixes suggested was to send me a replacement new EE hub which I was told would work better with the Ee app. (No surprises there I guess). They agreed to do this but for some reason they proceeded to changed there mind and send me a replacement bt smart hub 2 instead which didn’t solve the problem. When I asked why I didn’t recieve an EE hub they said they would send one.

Needless to say it didn’t arrive and when I rang to find out why, they advised that someone had decided that it was unnecessary and they had cancelled the order and closed my case. All without reference to me of course.

Re: Complaints about EE service

JimM11 — Tue, 11 Feb 2025 16:48:05 GMT

@jdavidwood The complications that you have are the BT router swap, and also the BT Extender disk swap.

Certain routers ie the not newest EE Smarthub+ with all the fancy parental controls etc, then the original BT Extender disks's of certain kinds, DO NOT WORK with this specific router.

Tell me what you have or post a picture up and can comment what would need to be done. Have also posed the question to an EE Employee, what app is to be used to try to get this out off the way first...

Re: Complaints about EE service

JimM11 — Tue, 11 Feb 2025 16:53:32 GMT

@jdavidwood It is all a very sticky situation that you have, BT Parental controls for the Smarthub2 router were all tied into your MyBT account and ID, when that got closed then the proverbial hit the fan, so you are a little in limbo land at present.

Re: Complaints about EE service

jdavidwood — Tue, 11 Feb 2025 16:55:52 GMT

Hi, I’ve got a BT smart hub 2 and two round grey BT complete WiFi extender disks. I can easily turn off the disks if that might help? Thank you

Re: Complaints about EE service

jdavidwood — Tue, 11 Feb 2025 17:06:21 GMT

Yes all as I thought.

interestingly today EE have been asking me about my account number as it seems that two are now on the system. Pretty sure that they weren’t getting lost at the point before today. The ‘oh sorry sir by your account seems to be closed…’ moments are new today (seems they first try to peer into the old BT account first which is indeed closed). This makes me think that they’ve opened up the old account again. Possibly to go back into it to turn off the stuck parental controls? That is progress, or me trying to be positive

Re: Complaints about EE service

JimM11 — Tue, 11 Feb 2025 17:51:11 GMT

@jdavidwood So the EE choices would be to send you the EE Smarthub(2003) and you keep the BT Complete wi-fi.

They send you the EE Smarthub+ SH32B along with 2 smart wireless modules SW30A to replace ALL the BT Equipment, that would be the better way for them to go, and they have to sort out all of the account side also to make this all work....

Below the link to the EE current range of routers so you can take a look see also the Extender range's that match.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

Setting up Smart WiFi | Broadband Help | EE

Re: Complaints about EE service

jdavidwood — Tue, 11 Feb 2025 18:13:54 GMT

Ok thanks Jim that’s all very helpful, but mighty frustrating that this was their agreed fix on the 28 Jan. but they then changed their mind.

I’m left with the same problem of taking to phone handlers who are paid to fob me off (whilst apologising profusely and noting that they need another 72 hours to escalate) . I need to get past them somehow? The people I speak to say the TMC Team are the guys to deal with this. But it seems they’re kept in a dark room with no access to the customer?

Any thoughts on how to escalate?

Re: Complaints about EE service

JimM11 — Tue, 11 Feb 2025 18:31:44 GMT

@jdavidwood No help on that one, just never had to do it, mobile phone registered to your account then text GUIDE to 66033. sit back and have them call you. TMC and mushroom management, bet you heard that before, heavily guarded and fortified.

Link below, go straight to the online form, fill with as much and precise detail as possible, takes time so bit of a waiting game. Would type up the complaint in notepad etc, copy and past it into form will save you time.

Make a Complaint | Contact Us | EE

If i hear anything back will post it up to you!

Re: Complaints about EE service

jdavidwood — Tue, 11 Feb 2025 18:57:23 GMT

Thanks I’ll give it a go. In the meantime I’ve been ’promised’ that I’ll get a call back by 9pm tonight (from TMC I think) so I’m being patient. I think it was TMC who were scheduled a call me last week but rather than speak to me they rang my number for about half a second (before I had chance to answer) so they could log call with a perfect - customer didn’t pick up outcome and then close the case! The phone handlers didn’t deny that was a tactic when I told them and they obviously apologised profusely.

thanks again.

Re: Complaints about EE service

JimM11 — Tue, 11 Feb 2025 21:02:54 GMT

@jdavidwood Did you get the fateful call and TMC sorted it all out for you?

Re: Complaints about EE service

jdavidwood — Tue, 11 Feb 2025 21:13:49 GMT

No and no and not surprised

Re: Complaints about EE service

JimM11 — Tue, 11 Feb 2025 21:25:56 GMT

@jdavidwood At least you have the info if they do ever get round to calling you, to what is required hardware wise, and that they need to make sure your account side is also all squared away correctly.

Seems to be awkward for the BT - EE Transfer,

Re: Complaints about EE service

JimM11 — Wed, 12 Feb 2025 18:49:09 GMT

@jdavidwood EE source has confirmed that the EE app, will work with the BT Router equipment, so anything that you find not up to par or throwing the wobble, please document and then it becomes one to look at and add to the list....