topic Re: Re: Coverage in Wheatley in Broadband & Landline

Re: Coverage in Wheatley

ChrisClements — Mon, 17 Feb 2025 12:22:58 GMT

Since Dec i have probably spent 2 working days on the phone to call in excess of 20 EE engineers. Having placed all of my eggs into the EE basket I have real concerns about your ability to support customers, especially the quality and accuracy of your communications plus your ability to fix, My multiple complaints include:-

- No 4G coverage in the area since December 18th

- No Hybrid back up to me premium Halo Broadband (or EE equivalent) due to no 4G - I pay £77 per month for a product that doesn't do what it states on the tin

- EE TV constantly erroring with IPC 6023 error - and a delay in sending our a second booster box (the engineer tells me this is common)

- Being billed £150 for the non return of equipment when I have a post office receipt which says otherwise

- 4 attempts to merge mobile / broadband under one EE application

Overall a total shambles and a total loss in confidence that you are structured to provide support across your product range that you offer.

Re: Re: Coverage in Wheatley

Leanne_T — Mon, 17 Feb 2025 14:51:56 GMT

Hi @ChrisClements

Thanks for coming to the community.

I am sorry you have had problems since December. If you are in the Wheatley area as soon as we have more details the main post will be updated.

In regards to the EE TV error message, return charges and the EE account merge I would advise to get back in touch with our technical support guides to get an update on the complaint.

The team will have full account access and be able to help you get the issues looked into in more detail.

Please let me know how you get on.

Leanne.

Re: Re: Coverage in Wheatley

ChrisClements — Mon, 17 Feb 2025 19:54:30 GMT

Not really helpful. That’s exactly how I have spent many hours on the phone to your people, with very little success.

Re: Re: Coverage in Wheatley

Leanne_T — Tue, 18 Feb 2025 08:31:50 GMT

Hi @ChrisClements

I am very sorry we have no account access on the community to check the complaints for you.

When was the last time you spoke to the team? Is the complaint still open and being investigated for you?

Speak soon.

Leanne.

Re: Re: Coverage in Wheatley

ChrisClements — Tue, 18 Feb 2025 09:43:01 GMT

The last time the spoke to the team was yesterday when I spent nearly three hours chasing up a variety of issues.
As far as I am concerned all my complaints are open, but you don’t appear to operate a ‘typical’ complaints system.

Re: Re: Coverage in Wheatley

Leanne_T — Tue, 18 Feb 2025 12:33:06 GMT

Hi @ChrisClements

You have done the right thing contacting the team to get the problems you are having fully investigated. If the complaint is open, once the team have an update they would be in touch.

You can find details on our complaints process in our EE Complaints Code of Practice - March 2024.

Leanne.