topic Re: Chaos from what could be so simple in Broadband & Landline

Chaos from what could be so simple

Andybob — Sat, 31 Jan 2026 08:53:55 GMT

2 weeks ago I called 150 to order broadband for a new home the sales person proceeded as expected then tried to get my mobile contacts lower she said they would all be unlimited etc and a few £ cheaper but not by much … okay sounded fine signed contracts etc as you’d expect

almost immediately the girls lost all their data 5gb for a teenage girl really so accepted this as a fault in me trusting a salesperson

2 days ago I was concerned that my hub hadn’t arrived so called 150 … surprise surprise my order had not been processed I moved in yesterday I don’t go live till the 5th

so not only have ee screwed up my mobile contracts that have interrupted my moving experience

of course where do I find a way to complain about all my problems or who will listen without screwing me over more

after 10+ years of being happy with my service this happens not happy

Re: Chaos from what could be so simple

Northerner — Sat, 31 Jan 2026 14:13:33 GMT

Hi @Andybob

You can complain here: https://ee.co.uk/help/contact-ee/complaint

Have you tried restarting the mobile phones. I hope they haven't sent new Sims becase it is odd that both contracts lost connection.

Thanks

Re: Chaos from what could be so simple

Peter_W — Sat, 31 Jan 2026 14:27:38 GMT

Thanks for taking the time to share your experience here, @Andybob.

It definitely seems odd that you would lose service on your existing SIMs, it's not typical that we would activate replacements as part of an upgrade like @Northerner suggested, but it can't be ruled out.

Raising a complaint is definitely a way forwards with this, but in the short term I'd definitely recommend giving our team a call, and that way we can troubleshoot the issue with your mobile numbers and say for sure what's happening here.

You can also find all the details you need on our complaints process here:

EE Complaints Code of Practice - March 2024

Peter