topic Re: How to make a complaint in Broadband & Landline

How to make a complaint

Davedover2025 — Mon, 24 Mar 2025 12:02:42 GMT

My 80+ mum has just had an early cancellation bill for over £600 due to a cold caller BT/EE representative informing her that her landline was out of contract. Now she has a landline that cannot accept incoming calls.

help and advice needed please

Re: How to make a complaint

XRaySpeX — Mon, 24 Mar 2025 13:11:59 GMT

@Davedover2025 : 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: How to make a complaint

Chris_B — Mon, 24 Mar 2025 13:25:19 GMT

@Davedover2025 Have you confirmed it was a EE agent who called and not a 3rd party ? You need to get that confirmed first.

Re: How to make a complaint

EParis — Fri, 28 Mar 2025 15:39:12 GMT

I have similar with my 80+ Parents. We sent dad in to an EE shop to get a basic sim contract. While he was there they sold him a new landline and broadband aswell. It was the wrong contract for them and they paid 144 pcm for their bill. EE'S staff I identified him as vulnerable and did it with out care.

Re: How to make a complaint

Linzi_H — Fri, 28 Mar 2025 17:42:51 GMT

Hi @EParis

Welcome to the Community.

I'm disappointed to hear you have concerns about your dad's visit to one of our stores. Have you spoken with our team directly about this and opened a complaint?

Linzi

Re: How to make a complaint

Chris_B — Fri, 28 Mar 2025 18:30:08 GMT

@EParis not the same at all. The OP is a cold caller and as yet there is no evidence to prove it was EE who cold called. I didn’t even know EE did cold calling.

your dad had every right to say no and walk away with what he went to the store for. It’s also very presumptuous to say “identified him as vulnerable” They made an offer and he accepted that offer. You obviously felt he was more than capable of going to the store alone but now he’s a being tagged as “identified him as vulnerable”

Re: How to make a complaint

OLDGIT100 — Wed, 07 May 2025 08:45:24 GMT

My Mother is 87 years old , she needed Sports Package from Sky

You guys had a deal

Its been a complete mess, I will show you 20 pin numbers on my phone, as I am never off the phone discussing the mess.

1/ Guy who I spent an hour on the phone with , didnt check my email, so everything went wrong after that.

He was careful enough to get the deposit out of my mother credit card, but after that the concern left the building.

So in subsequent calls etc we were not in the system for the package , many calls to get EE box etc etc a complete pain.

Ta add to the misery we converted from Smarty to you guys..

So 2 cards arrive in same post , no way of distinguishing which package was on either, check into that, there is not one code or marking , they are both the same.

The only way is to put the card in a phone ,, bingo , 50% chance, I failed. My package on mums number..

By luck, and I do have some occasionally, we have good numbers and we are keeping them, so using the numbers from EE was not an option..

Another 10 pin codes dropped calls promises, not delivered a week of awaiting the numbers to change over, you get the picture. My mother now very anxious abput keeping her number for her circle of octogenarian's, you can imagine ..

So 3 Hours at least on calls etc , nice people, making promises,,, but nothing happens , unless i call and call..

Latest is the extender for the router to a phone my mum uses away from the router room..

Twice we have been promised , a wifi extender, tio be mailed to us ,,, nothing happens..

There is not a direct line to follow this up, so I end up through your curios menu system having to report a fault m to get out of the endless digital circle that gets you back to the beginning every time.. !!!!

Now we just want the last piece of this miserable picture finished..

A telephone extender kit, to get wife router phone service to my mums phone..

2 dropped calls this morning already.... !!

Last piece..

We have so many days to qualify for the cashback for leaving our last provider .. 21 days etc

Now mum is worried as the cancellation charges do npot get applied until 20 days after last bill..

So here we are again trying to explain all this to an 87 years old..

Where are out politicians, supposed to be looking out for the old and the infirm. and passing laws to look after the madness this digital call centre oriented customer experience ??

All looking to sit on the boards , of the very same entities that are making life very confusing and anxious for the elderly..

FYI
I was the founder of a satellite communication's company,, ie no little grey bearded lost soul in the word of tech...

So here I go again for my 3rd call and its only 0927 hours !!!

Bitterly disappointed in using this customer service ,,, its not the people I believe , its the software they are dealing with, its , lets say less than optimal, IMHO "in my humble opinion" ,, but what do I know , only 50 years in the business !!

Re: How to make a complaint

JimM11 — Wed, 07 May 2025 08:52:23 GMT

@OLDGIT100 It's a Generational condition, afraid the thought process is not the same as it was!

Re: How to make a complaint

Christopher_G — Wed, 07 May 2025 10:00:39 GMT

Hi and welcome to the community, @OLDGIT100

I completely understand how frustrating this must be for you and your Mother. I've sent you a private message to try and get you some help. Could you take a look at your community inbox and get back to me please?

Thanks

Chris