topic Re: How did you get an executive complaints manager in Broadband & Landline

How did you get an executive complaints manager

LisaJane27 — Thu, 22 May 2025 15:44:28 GMT

How did you get an executive complaints manager, I moved to EE in January and have had similar issues with poor coverage, security cameras drop out, cannot view bills not access to account details or to manage my networks even though I have had a mobile account and app access for 15 years! I have spent more hours than I care to remember on the phone trying to resolve and have been in a continuous loop. Just got cut off by billing team after 30 mins on the phone!!! Can I bill them for my time?

[Mod edit: Move to new thread & add title]

Re: How did you get an executive complaints manager

XRaySpeX — Thu, 22 May 2025 15:59:31 GMT

@LisaJane27 : Make 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: How did you get an executive complaints manager

dragonxpress — Sun, 25 May 2025 14:58:05 GMT

I sent an email to **************** and cc'd into their Director of Customer Services (who no longer works there - this was supplied by their customer services team) who then prompted me to cc their new DoCS and although she didn't personally respond, I got a phone call off their executive complaints team and after several calls later, have got a resolution to my problem. Previously I spent hours on the phone with 5 different customer services reps and getting nowhere.

Re: How did you get an executive complaints manager

dragonxpress — Sun, 25 May 2025 13:55:27 GMT

Don't know why the email was blanked out but it is customer dot complaints at ee dot co dot uk

Re: How did you get an executive complaints manager

Chris_S — Mon, 26 May 2025 09:08:27 GMT

Hi @dragonxpress Thanks for getting in touch and letting us know you have a resolution.

Thank you for sharing your experience.

Chris S