Broadband Failure

urakhunov — Fri, 21 Mar 2025 02:13:08 GMT

I’m writing because I genuinely feel I’ve not been treated fairly, despite giving multiple chances to resolve this. I’ve called customer service 3 or 4 times this past month alone, but I haven’t received any real help.

It all started when I signed up for a new contract. I was told that I’d get free subscriptions as a gesture because I’ve been a mobile and broadband customer for a while. I made it clear I didn’t need them because I already pay for my own subscriptions elsewhere. Despite that, £20 extra showed up on my next bill for these services.

On top of that, I never received a copy of my contract. My broadband didn’t work for about 3 months after the service was connected. Engineers came out 3 times to fix it, and eventually, it was sorted. But after 2-3 months, it disconnected again. I waited a month for an engineer to come and fix it.

Throughout all this time, I’ve been charged full price for broadband I haven’t even been able to use properly—and for subscriptions I don’t even have apps for!

I’m asking for a fair resolution:

• A refund or credit for the months I didn’t have proper service

• Removal of any charges for subscriptions I never asked for or used

Hope to hear from someone who can actually help.

Thanks

Re: Broadband Failure

Northerner — Fri, 21 Mar 2025 07:49:27 GMT

Hi @urakhunov

There is no account access on these forums.

Make a complaint here: https://ee.co.uk/help/contact-ee/complaint

Then escalate to the ombudsman if you're not happy with the outcome.

Thanks

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Broadband Failure

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