topic Re: How can I report a fault with someones broadband and phone in Broadband & Landline

How can I report a fault with someones broadband and phone

jbraes — Sat, 28 Jun 2025 14:20:53 GMT

I have wasted 3 hours attempting to speak to EE customer service, to report a fault with my sisters broadband and phone. The bot system is worse than useless and end up in a permanent loop.

Why does EE make it so impossible to speak or report a problem to an actual person.

Re: How can I report a fault with someones broadband and phone

Mustrum — Sat, 28 Jun 2025 16:19:59 GMT

@jbraes what issues are you having? Have you followed the steps in the Help pages.

Giving Customer Services is not usually a problem.

Contact us about your broadband and landline

Text EE for a call back

If you need help with your broadband, text HELP to 66033

If you need help with your landline, text PHONE to 66033

Charges may apply at your standard rate.

We’ll run tests on your connection to find out what’s going on.
If you need an engineer, we’ll text you in 15 minutes to book a slot.
If you don’t need an engineer, we’ll call you within 30 minutes to help solve your issue.

Opening hours:

Monday to Friday, 8am to 9pm

Saturday and Sunday, 8am to 8pm

Call us

Monday to Friday, 8am to 9pm

Saturday and Sunday, 8am to 8pm

From your EE mobile

150

From any other phone

0330 123 1105

Calls are free from an EE number. Charges may apply if you call from another network.

Support for Deaf and hard of hearing customers

Text relay

To use the text relay service from your smartphone, PC or tablet, download the free Relay UK app.

To call us through the Relay UK app or from a textphone, dial:

18001 07953 966 150

Sign language services

If you need the support of a British Sign Language (BSL) interpreter, you can contact us through the InterpretersLive! service.

Connect to a BSL interpreter

Re: How can I report a fault with someones broadband and phone

jbraes — Sat, 28 Jun 2025 17:03:40 GMT

You obviously did not read my post. I was attempting to report a fault on "SOMEONE ELSES" EE broadband system, not mine, as they could not report the fault, as their system was not working and they rely on Internet Calling for mobile use.

To say that connecting with EE customer service is not a problem, must be a joke. The system has been designed to prevent people from contacting customer service. There is not any indication to be put through directly to customer service, only menus that do not mention, in any way, customer service. One ends up in an endless loop of text messages, getting nowhere.

Am I the only person ever to attempt to report a third party system not working?

Re: How can I report a fault with someones broadband and phone

Mustrum — Sat, 28 Jun 2025 18:16:41 GMT

@jbraes you will need to call Customer Services in the presence of your sister so that she can go through the security questions before passing the phone to you.

From any other phone

0330 123 1105

Calls are free from an EE number. Charges may apply if you call from another network.

Option 2, then 1 and then 9 to wait for a guide.

Re: How can I report a fault with someones broadband and phone

JimM11 — Sat, 28 Jun 2025 21:50:33 GMT

@jbraes You are not and NO matter what you do EE will stuff it up NO matter what!