topic Re: Unacceptable Service in Broadband & Landline

Unacceptable Service

MRJT600 — Thu, 28 May 2026 17:42:06 GMT

Now into our forth week of no broadband and mulitiple long calls to EE to rectify. 3 engineer visits,,4 modems later and still nothing working. We appear to have been changed from legacy customer and letter from EE informing of a change of system clearly stated “ you don’t have to do anything and won’t notice the change” well we have. Trying to make an official complaint is in my view not compliant with consumer duty. Working from home has been near impossible and hotspot and data from phone being rapidly declining. Plus paying for tv channels that I can’t use is adding to my stress..!!! Surely we are due compensation 28 days in and no sight of issue being fixed.
has anyone else as a legacy customer come encountered a similar problem and dear EE any idea if you will ever fix this prior to me going to Offcom????

Re: Unacceptable Service

Vfedupwithee — Thu, 28 May 2026 17:45:23 GMT

Yes they told me it was simple and I didn't have to do anything as well. Anything but.

Re: Unacceptable Service

JimM11 — Thu, 28 May 2026 17:54:07 GMT

@MRJT600 @Vfedupwithee Then complaints procedure you need to follow.

Make a Complaint | Contact Us | EE

Re: Unacceptable Service

XRaySpeX — Thu, 28 May 2026 18:20:48 GMT

@MRJT600 : OFCOM don't handle individual complaints. You can make a formal complaint to EE & if you don't get satisfaction after 6 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 .

What is the name of the EE BB plan you are on including its speed? Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?