topic Re: Unable to set up Direct Debit in Broadband & Landline

Unable to set up Direct Debit

TheBewdley3 — Fri, 31 May 2024 08:16:15 GMT

Recently transferred from BT to EE for Broadband. Because of the possibility double billing from BT & EE, EE advised not to set up a DD with them until end of May. I have followed their instructions & in the last couple of days tried to set one up , but just get the following message "This content is blocked. Contact the site owner to fix the issue." . Help please.

Re: Unable to set up Direct Debit

JimM11 — Fri, 31 May 2024 08:31:14 GMT

@TheBewdley3 As you have followed what was requested which is not known and did not work, then call EE CS and have the agent amend your account to add the DD details. HTH

Re: Unable to set up Direct Debit

TheBewdley3 — Sun, 02 Jun 2024 09:57:48 GMT

Thanks

Re: Unable to set up Direct Debit

Negris — Fri, 27 Sep 2024 14:32:58 GMT

Exact same issue trying to set up a direct debit for my father in law. Tried every device I have access to across multiple family members - 7.

Considering this was raised as an issue more than a year ago by lots of customers (only those who can be bothered coming on to this forum so who knows how many are struggling), it is ridiculous that it has not been resolved by such a large company. Shameful customer service and IT response.

Re: Unable to set up Direct Debit

XRaySpeX — Fri, 27 Sep 2024 14:44:34 GMT

@Negris : Of course you can't manage it. You can't pay for PAYG by DD.

Re: Unable to set up Direct Debit

Negris — Fri, 27 Sep 2024 14:51:59 GMT

Why are EE not sorting this out? Got the same problem and the phrase "This content is blocked. contact the site owner to fix the issue." is all over their various community forums. Why should customers have to wait on a phone for an hour because EE can't be bothered to sort out this issue?

Trying to sort a direct debit for my father in law's boardband account but the experience of trying to do so and failing due to this issue (seems to have been a problem for more than a year for customers) has convinced me to stay well away from EE as a service provider.

Re: Unable to set up Direct Debit

Negris — Fri, 27 Sep 2024 14:52:59 GMT

Sorry. Wrong forum area. Having the same issue trying to set up a direct debit for Broadband. It is a farce that EE have not resolved it. Posted now on Broadband area.

Re: Unable to set up Direct Debit

Katie_B — Fri, 27 Sep 2024 15:21:35 GMT

Hello @Negris.

Thanks for coming here.

Are you connected to VPN when trying to set up the Direct Debit?

Have you been able to try another device/browser?

Katie

Re: Unable to set up Direct Debit

Negris — Fri, 27 Sep 2024 15:48:32 GMT

No VPN and I have tried 7 different devices across various family members and two households.

Re: Unable to set up Direct Debit

Katie_B — Fri, 27 Sep 2024 16:03:57 GMT

Thanks for confirming @Negris.

If you are still seeing this error I would recommend giving us a call.

Our customer care team can help set up the direct debit and also look into this error further.

Katie

Re: Unable to set up Direct Debit

Negris — Fri, 27 Sep 2024 16:59:51 GMT

In this day and age and with a communications company, to have this same fault for more than a year and to have done nothing to resolve it and then force customers to sit on the phone for ages, is mind-blowing. Thank god you don't provide my broadband and just my father in laws. But I know it's not your fault personqlly but perhaps you could point your website IT people to the endless amount of customers complaining and having nothing done about it.

Re: Unable to set up Direct Debit

MigMudarra — Mon, 30 Sep 2024 07:20:03 GMT

How is this a solution to your website issue? I have to call a number that costs me money because I don't have an EE number (and I never will have it!), to solve an issue that, as far as I can tell everyone else has the same problem, that you cover by getting people to wait in a line, and set the DD over the phone.

I was charged more than the agreed amount because I forgot to do my monthly payment, this is just ridiculous.

Re: Unable to set up Direct Debit

Ali_A — Mon, 30 Sep 2024 09:21:50 GMT

Hi @MigMudarra

Welcome to the Community.

You can call EE Broadband team on 03301231105. It cost the same amount to call as standard landlines with 01 or 02 area codes- when calling from an inclusive minutes contract they are generally free to call.
You can find these contact details on our Contact us about your broadband and landline page

Ali

Re: Unable to set up Direct Debit

Profile closed — Thu, 31 Oct 2024 09:21:44 GMT

In many ways the incompetence of EE is quite impressive here. Still happening...