topic Is it just me? in Broadband & Landline

Is it just me?

Bpmk — Wed, 23 Apr 2025 06:56:09 GMT

I was with BT who were fine but weren't perfect. Since it's become EE/BT it's been total rubbish. Most recently, I contacted them 2 weeks ago to tell them I was moving house and booked an engineer for the install. The engineer never turned up - they claim some bug meant my old address went in so they just cancelled the booking without contacting me - and now the next nearest install they can do is nearly 3 weeks away. So they've left me at my new house, unable to work from home because they totally failed in one of their most basic tasks.

No one who I spoke to seemed to have any sympathy for the situation they've left me and my partner in. I've gone to the communication ombudsman this morning and I hope EE get hammered. I'll be leaving them as soon as I can.

Has anyone else found the service quality has dropped?

Re: Is it just me?

JimM11 — Wed, 23 Apr 2025 07:38:04 GMT

@Bpmk Home moves although you have plenty more to get on with without worrying after you have done it, have linked the details from the help below for you.

After placing your home move order with EE | Broadband Help | EE

Re: Is it just me?

XRaySpeX — Wed, 23 Apr 2025 11:00:04 GMT

You can't take it to the Ombudsman until you've made a formal complaint to EE. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: Is it just me?

Bpmk — Wed, 23 Apr 2025 11:40:29 GMT

Thanks, but I already made a complaint and got the deadlock letter on the same day, which is sufficient for raising it with the ombudsman.

But I can't believe EE think it's acceptable for them to make an error resulting in my order being cancelled, not bother to tell me (I had to call them) then tell me I have to wait almost 3 weeks more. That makes it a total of 5 weeks from my initial request - I don't understand how they think that's ok

Re: Is it just me?

XRaySpeX — Wed, 23 Apr 2025 11:42:39 GMT

OK, then you are on the right track.