topic Re: Awful service in Broadband & Landline

Awful service

theoldandgrey — Mon, 20 Apr 2026 17:26:47 GMT

Why did I change to EE - because Plusnet withdrew their landline service. Worst decision ever. 2 days after agreeing a contract I received an email fron EE asking for their equipment back or pay £85. I had not received any equipment. I contacted them by Live Chat - another mistake - and after 90 minutes I was told they had closed the contract in error because there was a glitch. I decided to hold on to the “equipment” until all was well with the system. A few days later I got anther request for their equipment back to be returned. A phone call this time and David was charming. He apologised and assured me I would not have to pay, not even the collection charge. However I have since read in the t&c that I will be charged. I have to have it collected as I am 91 and cannot get to the local p.o, why should I pay when it was their error? He also made an appt for an engineer to call because of 1.4 download speed!!! Upload was 6. Arranged for 5 days time, the 2 hour slot has come and gone so yet another call when it transpired ‘they couldn’t fit it in’. A phone call would have helped as despite my age I do have another life. They are now supposed to be coming tomorrow and I could have had one of several slots. Well we shall see. Unfortunately I only had the choice of one other supplier and I ask myself why did I go with EE.

Re: Awful service

Rach_H — Tue, 21 Apr 2026 07:23:25 GMT

Hi @theoldandgrey,

Welcome back to the Community!

I'm sorry to hear about the trouble you're having with your installation, and I can absolutely understand your frustration with this. I'd recommend reaching out to our team directly, and they can look into what is happening, and help get things back on track for you.

Rach

Re: Awful service

theoldandgrey — Tue, 21 Apr 2026 08:52:24 GMT

What more could I do I have spoken to the team several times yet we still
have to have a satisfactory conclusion. I feel I have done all I can but
this was posted as a warning to others as to if they are unlucky they may
have problems which are not of their own making too.