topic Re: How to contact chief exec with a complaint? in Broadband & Landline

How to contact chief exec with a complaint?

ClaireDolman — Wed, 29 Jul 2026 13:44:34 GMT

Can anyone give me an email address for the chief exec please? I've been having difficulties getting sense out of anyone at EE for the past 3 weeks and I can't face a fifth phone call to try and sort out a problem that EE created.

I cancelled my home phone on 8th July. All fine. We weren't using it. I now use my business-contract EE mobile for everything.

In the same call, as I was out of contract with my broadband, I was offered a new package. Double the broadband speed, which would cost me £4 more, but as they were currently having an offer on the entertainment package with £4 off, everything would cost the same. I would have double the broadband speed and the same entertainment package for basically the same price. I wasn't unhappy with the broadband I already had, but as it sounded like a better offer, I said yes.

Big mistake

2 days later I discovered that my entertainment package wasn't the same, and that I now had ads in my Netflix, which drives me mad!

I called 10th July and was told by 'Millie' (I have surnames as well) that she would sort it out for me, and that I wouldn't have to pay for Netflix without ads, as I hadn't been told that the package would change. She promised to call me back the next day to confirm that I would have ad-free Netflix (and confirmed that she would in an email). No call. No change in the new (worse) service

On 13th July I called again, This time I was put through to Isla in contracts,

She said that I would have to pay extra for Netflix without ads. £7.99. I said I wasn't prepared to do that, and as I was within my 14 days cooling off period, I wanted to go back to the broadband and entertainment package I had before. She told me I couldn't do that, it wasn't possible to revert. By end of call, she was saying she could not change things back, but I could have the ad free experience for £2 extra. I said I wasn't paying anything extra. She said she would discuss with manager who would call/contact me within 24-48 hours. No call.

I called again on 15^th July - and was told that I could revert to previous package by Daniel in customer services. He said he would ensure that happened and made a note to call me back before lunchtime on the 29^th (today) to check all was done. He said everything should have reverted before then, and I should notice that my Netflix went back to not having ads. He also said that I would revert to being out of contract again, just in case I decided I wanted to go elsewhere. Guess what. No call. Still have Netflix with ads and my Broadband is still in that new contract with the faster service. So now I am outside my original day 14 day cooling off period as I did not want to me. (which I queried with Daniel on the 15th)

I've spoken to Robert today, who said he was going to go back and listen to the original call and contact Daniel to deal with it, but as he also went away to check what would happen next and then cut me off, I don't have any great confidence that anyone is going to call me back.

The irony is, that when I called 3 weeks ago about my home phone, I wasn't unhappy wth either my broadband service, nor my entertainment package. I would have been happy not to change anything and not to go elsewhere, as I wasn't unhappy with what I was paying.

Now I am unhappy. I can't get any sense out of anyone. I have ads I don't want. I'm in a contract that was mis-sold, and having investigated elsewhere, I now realise that I could get a better deal elsewhere.

If EE could sort this today by giving me my Netflix back without ads (as Millie suggested she would arrange), all would be sorted.

If EE could sort this today, but putting me back on my original contract with my original broadband speed and my original entertainment package, and confirm that I am out of contract, all would be sorted.

At that point I could decide whether to stay, or whether to go through the hassle of going elsewhere for a few quid less.

What's ridiculous is having to call the company 4 times because a service I wasn't unhappy with, was 'upgraded' to something worse. Anyone else having similar issues? What are my options beyond the chief exec please? Ombudsman? I won't be staying in a contract that was mis-sold.

Re: How to contact chief exec with a complaint?

JimM11 — Wed, 29 Jul 2026 14:04:59 GMT

@ClaireDolman The process information you need to follow.

EE Complaints Code of Practice

Regulatory documents and codes of practice | EE

Netflix Standard with adverts on EE TV | TV and Sport Help | EE

Netflix on EE TV | TV and Sport Help | EE

Re: How to contact chief exec with a complaint?

XRaySpeX — Wed, 29 Jul 2026 13:50:21 GMT

@ClaireDolman : You won't contact any Chief Exec from here. The Web is your oyster!

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 .

Re: How to contact chief exec with a complaint?

SJ4K — Wed, 29 Jul 2026 21:56:50 GMT

You’re not alone here. I’ve found the service provided via getting in contact with their call centre staff appalling. All misleading and making false claims for their own benefit. I’ll be leaving as soon as I can. Hope you find a resolution.

Re: How to contact chief exec with a complaint?

JimM11 — Wed, 29 Jul 2026 22:06:08 GMT

@SJ4K If you also wish to complain then @XRaySpeX has linked them directly above your posting.

Re: How to contact chief exec with a complaint?

Loopylou23 — Tue, 04 Aug 2026 09:12:06 GMT

She’s called Claire Gillies and is part of BT Group.

email could be her name at Ee.co.uk but as she’s part of the larger group it might be a different ending.

maybe you could contact her on linked in or do this via social media?

thanks

Re: How to contact chief exec with a complaint?

ClaireDolman — Tue, 04 Aug 2026 09:22:39 GMT

Thanks - yes have emailed her and the customer complaints team, and so far have had only a standard acknowledgement email about my email. It's been nearly a week! So frustrating, but does make it less likely I'll stay. Appalling customer service! Social media is a good thought

Re: How to contact chief exec with a complaint?

JimM11 — Tue, 04 Aug 2026 11:28:31 GMT

@ClaireDolman Customer complaints is a time for everything to be done/read and acted on etc, slow process and all times are just estimated. Getting a chief exec is not away to go about it all, but if so they will no doubt have passed anything relevant to the people needed. Good luck with it all.👍