topic Re: Administrative Chaos, Unfair Charges, and Total Incompetence in Broadband & Landline

Administrative Chaos, Unfair Charges, and Total Incompetence

nicogaga — Tue, 20 Jan 2026 14:59:50 GMT

I am writing this to warn others about the absolute nightmare I’ve had dealing with this company’s broadband services. Their internal systems are a shambles, and their customer service is even worse.

Despite returning my Smart Hub via the Post Office and holding official proof of postage, I have been hit with an unjust £65 charge for "non-return." This is daylight robbery. They are charging me for their own inability to process returns correctly.

A Chain of Failures - The only reason I even had this kit was because the company failed to book an Openreach engineer as requested—a mistake they admitted was theirs. To make matters worse, they sent a 4G-based Smart Hub to a property with zero 4G coverage. They didn't bother to check the signal or disclose this limitation; they just sent out useless hardware to cover up a booking error.

Basic Admin Errors - I have requested multiple times to update my billing address to my new house, yet they continue to send sensitive financial documents to my old address. If they can’t manage a simple address change, how can they be trusted to manage a broadband network?

The Final Straw - After speaking with a representative who was incredibly unprofessional and clearly unsuited for a customer-facing role, I’ve had enough.

I will be closing my broadband account at the earliest opportunity.

Verdict: Avoid this company if you value your time and your sanity. They are quick to take your money but incapable of providing the service or administrative accuracy you pay for.

Re: Administrative Chaos, Unfair Charges, and Total Incompetence

XRaySpeX — Tue, 20 Jan 2026 15:21:48 GMT

@nicogaga : You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: Administrative Chaos, Unfair Charges, and Total Incompetence

nicogaga — Tue, 20 Jan 2026 15:35:07 GMT

I am now following your formal complaints procedure, but I am prepared to escalate this to the Ombudsman immediately upon receipt of your deadlock letter. If the matter remains unresolved, I will take legal action via the Small Claims Court to ensure these unfair practices are addressed.

Re: Administrative Chaos, Unfair Charges, and Total Incompetence

bristolian — Tue, 20 Jan 2026 15:54:16 GMT

The previous response is from a user like yourself, so any reference to "your" procedure is not being directly addressed to EE staff, who post with an "EE Community Support Team" status.

The complaints process absolutely allows for referral to Ombudsman Services either once deadlocked, or after 8weeks unresolved - both as a matter of course.

Re: Administrative Chaos, Unfair Charges, and Total Incompetence

Linzi_H — Tue, 20 Jan 2026 17:21:36 GMT

Hi @nicogaga

I'm disappointed to hear about your experience, and would love to help further.
I'll send across a Private Message so I can take some details.

Linzi