topic Re: Re: Customer service in Broadband & Landline

Re: Customer service

susan162 — Mon, 27 Jul 2026 17:37:30 GMT

I am incandescent. What the hell are the up to? I have spent hours trying to explain that my package is not served by the power provided and I need my internet speed changing. Two technicians have identified the problem. No one can hear me on my mobile after fifteen minutes. They couldn't! Problem extends to TV (buffering, of course); this Mac (freezes) and the mobile which I need because my son is in Saudi in a war situation and wants to talk to his Mum. He can't hear me!!!

For the love of God, get your act together. I have even written to the CEO and not heard a word although it was only a couple of days ago. I think if I don't get some action I am going to write an expose. This is no way to treat anyone, and certainly not someone in their 80th year. I have had to scramble around take photos of this that and the other and every single time I get through this process is repeated.

You are a disgrace, EE and don't deserve our custom.

Re: Re: Customer service

susan162 — Mon, 27 Jul 2026 17:42:10 GMT

My package needs upgrading and it is very hard on here to see exactly what it is. Please explain ...

Re: Re: Customer service

JimM11 — Tue, 28 Jul 2026 07:50:52 GMT

@susan162 When you post on the Forum you are NOT contacting EE or their CS Customer Service in any way shape or form, hopefully you are aware off this fact, if NOT then you are now. Please follow the request that @Christopher_G has sent to you. Let EE CS get to the bottom off it for you.

Re: Re: Customer service

Christopher_G — Tue, 28 Jul 2026 07:29:36 GMT

Hi @susan162

Welcome to the community.

I'm sorry to hear that you're having some problems with your service. We don't have access to customer accounts here in the community, so you've done the right thing in speaking with our technical support team. They run through troubleshooting steps to try and get to the bottom of the problem. Sometimes, this involves escalating it to the next level of support, and they occasionally need extra information from you to diagnose the problem.

If you aren't happy with how things are progressing, I recommend opening a complaint using the form on our contact us page. That way, a dedicated team will look into it and contact you directly to discuss it further.

Please keep us updated with what happens.

Chris

Re: Re: Customer service

XRaySpeX — Tue, 28 Jul 2026 12:15:28 GMT

What is the name of the EE BB plan you are on including its speed? What speed are you expecting?

What speeds are reported by running the speed test in the EE app? That will not only measure the raw BB connection speeds you are getting at the router as well as speeds to the device from which you are testing.