topic Re: Can anyone from EE come on here and please sort my mums incorrect contract in Broadband & Landline

Can anyone from EE come on here and please sort my mums incorrect contract

RCW33 — Sun, 12 May 2024 07:19:29 GMT

Phoned BT to set up phone for my 91 year old mum. Should be simple

Decided on broadband package with phone price £34.99 and was told then once set up call back to enable 700 minutes package for about £3 or £4 extra perfect for mum sorted... April 10th

Oh no now on May 12th and after an unbelievable amount of calls to EE my provider ? Being charged £39.99 and on pay per call package at various rates so totally unsuitable.

Have been told 700 minutes package had been discontinued ages ago ... ok please just do me a deal on unlimited calls lets just get this done....told a price all will be put in place done...

New bill comes in still on same contract nothing changed and mum has been making calls so being charged per call

I have probably spent at least 12 hours of my time, calls back from EE put on hold, next person on and on

The complaints line is picked up by sales team ?

I have been polite to every phone handler please help as this is a person in a new enviroment that needs outside contact without the worry

Re: Can anyone from EE come on here and please sort my mums incorrect contract

Northerner — Sun, 12 May 2024 08:21:10 GMT

Hi @RCW33

There is no customer account access on these forums so regrettably you will need to call EE again.

You can complain here:

https://ee.co.uk/contact-ee/complaint

Looking at the EE price T&C

https://ee.co.uk/content/dam/ee-help/Help-PDFs/home-broadband/ee-home-price-guide.pdf

You want the Anytime calls to UK landlines & mobiles at £11.26 extra to your broadband cost to allow calls to mobile phones.

Thanks

Re: Can anyone from EE come on here and please sort my mums incorrect contract

XRaySpeX — Sun, 12 May 2024 15:34:08 GMT

@RCW33 : You phoned BT but you ended up with an EE BB & Digital Home Phone contract? Is that right?

Re: Can anyone from EE come on here and please sort my mums incorrect contract

Neil-O — Sun, 12 May 2024 15:43:58 GMT

@RCW33 I'll send you a private message so you can get in touch and we'll be happy to help get your Mum on a suitable calling plan.

Neil

Re: Can anyone from EE come on here and please sort my mums incorrect contract

RCW33 — Thu, 16 May 2024 15:33:08 GMT

Thanks for your info Neil from the EE Community messaged me and said he would look into it however its now been 4 days and still no assistance from EE. This is the worst company I have ever dealt with.

Hanging on the complaints line only for a sales person to pick it up ?

Re: Can anyone from EE come on here and please sort my mums incorrect contract

RCW33 — Thu, 16 May 2024 15:39:32 GMT

Yes thats what happened. I didn't even know they were the same company until my package and text messages started.

Feel the sales staff just wanted to wrap up a deal and totally misold me a package that didn't exist

Wish I had just cancelled and sent it all back but mums 91 so knew it would be unfair