topic Re: DO NOT move from BT to EE for a better deal in Broadband & Landline

DO NOT move from BT to EE for a better deal

kingkano — Fri, 05 Jul 2024 15:17:03 GMT

TLDR! EE are currently an absolute shambles and it is a disgrace. If you are reading here and with BT, and they are trying to tempt you to EE with discounts, DO NOT DO IT unless you are happy to pay the full cost and more of the package offered. You probably won't receive the discounts offered.

Long version:

I am currently into month 4 of my battle to try and get the price I agreed on my contract renewal with BT / moving over to EE. I want to say the call centre people are mostly nice but seem to be able to achieve nothing.

I was offered a good deal for my broadband, TV and netflix packages which I agreed to, achieved via discounts from the normal package prices. (£30 for BB and £60 for full works TV). All shown on my order confirmation. The TV did not go live on the right day, queue the first chase to sort. My first bill did not include broadband or the tv discount, 2nd call to rectify (thinking I'm doing the right thing). Broadband added 'to bring on the discounts' by the next bill. Next bill, BB charged, no discounts. Plus correction to bill for past month and extra charges for 'future services' resulting in a pretty large bill.

Time for another call. Oh we will get it sorted they say (hours on holds to various depts). But I have to start a new order, because they cannot apply the discounts to the previous order, but the manager can add discounts to a new order. Oh and the original BB package is no longer available so i have to add this £50 one instead, but don't worry, the manager will discount that down to what you originally agreed. You guessed it, the discounts were never applied, and now I am paying even more! I try about a half dozen times to call and get this sorted, hours on hold, sometimes I would get to speak to several people. But eventually the call gets hung up while on hold to go to a different department.

I open a complaint, thinking that somebody would get involved who can see the problems, and get them sorted. The complaint is thorough, explaining all the details, and requesting I am reinstalled to my original agreed deal and charged correctly. I have 1 attempted call to me which I was unable to answer (driving) on a Saturday morning. The text and email sent said 'do not reply' so I wait for him to hopefully attempt another call. Since I have no way to contact them. Nothing is forthcoming and a week later I get notification that my complaint has been closed 'because they have been unable to reach me'. After 1 attempt!! And the complaint explained everything including the resolution I expected! I mean, just sort it.

Furious, I call yet again, and get a really nice person. They understand why I am so angry, see that I just need to be restored to my original contract, with the right price. After lots of time on hold, correcting errors on my account (they always say this), I am put through to somebody. It sounds like they are fixing everything, agree all my costs etc, then say ok that will get sorted. It won't be instant sir but it will get sorted as we discussed. ok... right.... thanks. I enquire how I will know it is sorted. Oh you will get new bills with everything backdated and corrected. Right. I am actually fooled this time, these people were really good and nice, but I am hesitant that nothing will happen.

We are more than 1 week after that call. As feared, nothing has happened, and I've had no notification or new bill correcting things. My next bill is due soon though so I guess I'll just suck it up and be charged £50 over what I agreed... again... The way I see it they are stealing money from my account now? I never agreed to pay these amounts.

I am completely exasperated on what I am supposed to do. I've made about 15 calls to EE, spent around 20-25 hours of my time trying to sort it, and it is now getting ridiculous. At least with BT I would have been able to post this sort of thing to the forum, and a MOD on there would have gotten it moving correctly, and sorted it. EE cannot even be bothered to do have that arrangement, and I feel like there must be some serious problems with their systems if their staff cannot sort simple problems like this, and in my experience they keep making it worse every time that I call.

I caution everybody to stay away from this company. Especially if you are with BT currently. You will regret it.

Re: DO NOT move from BT to EE for a better deal

Chris_B — Fri, 05 Jul 2024 17:33:17 GMT

@kingkano Seeing as you’ve just posted this on here how do you know that an EE staff member on here isn’t going to pick this up for you and try and help you with this. And as this only one of two comments you’ve made on this forum this is very presumptuous of you to say that as you have no idea.

And many have moved over from BT to EE without issue, problems do happen nothing is 100% perfect and it just takes one customer to have an issue and they assume that’s how it must always be for everyone else.

Re: DO NOT move from BT to EE for a better deal

kingkano — Fri, 05 Jul 2024 17:40:05 GMT

Thanks for your reply.

Id love for that to happen. But everything I read here is that there are no EE staff on this forum? And they do not have the same help system the BT forum has. I truly hope I'm wrong and somebody helps. It was part of the reason for posting!

I'm glad to hear it goes smoothly for some. I wish I was one of them! The product is great for the most part.

Re: DO NOT move from BT to EE for a better deal

kingkano — Fri, 05 Jul 2024 18:00:46 GMT

@Chris_B you can read this forum without posting or even creating an account. I've been reading it for months without signing up. Which is where I got my 'presumption'. From all the replies saying 'this is not customer services nobody on this forum can help you' and many responses saying EE staff are not on the forum. No account access by anyone on the forum, etc.

On the BT forum a mod would appear and ask you to contact them via the link in their signature. Within a few days your problem would usually be solved. EE should invest in this. It's a great system and must lessen the telephone load some.

Just in case, if that system exists here, please do tell me how to summon somebody that will help. As all I really want is help, to stop them taking hundreds of pounds more from my bank, and pay what I agreed.

Re: DO NOT move from BT to EE for a better deal

JimM11 — Fri, 05 Jul 2024 18:16:36 GMT

@kingkano ? did you read the welcome.

Re: DO NOT move from BT to EE for a better deal

kingkano — Fri, 05 Jul 2024 18:40:53 GMT

@JimM11 I had not seen it. Thanks!

It appears I was wrong. I'll wait and hope a community support sees my post and can help!

That part of my post was based purely on reading other posts here. Why did those people not get help? Or was it sorted silently?

Re: DO NOT move from BT to EE for a better deal

JimM11 — Fri, 05 Jul 2024 19:10:42 GMT

@kingkano We are customers like yourself, there are many different types of help supplied, if it involves issues like yours then obviously we have no direct contact but experience to point in the right direction, were we can help directly we advise as best we can. Many issues do get sorted without the intervention of the customer support team. Your complaint that you opened is a 30 day process and if it was closed then reopen to raise it again, when you get time, open the help section at the top, and have a look where you need to go. HTH and good luck getting it sorted. When the post ends 2 options it was sorted or OP gave up we never know.👍

Re: DO NOT move from BT to EE for a better deal

XRaySpeX — Fri, 05 Jul 2024 22:49:58 GMT

That was true of the forums generally, particularly mobile, but with New EE BB there are specialist EE Community staff who will chip in and will take ownership of it.

Re: DO NOT move from BT to EE for a better deal

Chris_B — Sat, 06 Jul 2024 06:04:57 GMT

@kingkano So no apology?

If there is an account related issue it can not be spoken about in the open forum obviously as there could be private information possibly asked. Ie account numbers. It is after all a public forum that available to the whole of the internet including those who would use your personal information to scam you.

Re: DO NOT move from BT to EE for a better deal

kingkano — Sat, 06 Jul 2024 06:56:36 GMT

@Chris_B

I'm sorry I was wrong Chris, and if you took any personal offence.

All I saw in my red mist was you telling me off and then belittling my experience with the 'it goes fine for everybody else it must just be you' comment. Your reply could have reassured me that somebody can help, or pointed to the resources like JimM11.

You might only see somebody who has come here to moan. But behind that is a family who will soon be missing out because EE are repeatedly taking way more money than I agreed to every month. Not just a tenner here or there. It's getting on to nearly £200 with no end in sight. All of my attempts to sort it out are being frustrated, not just a call or two, but 15 or so calls, hours and hours on hold and talking to people.

Things do go wrong Chris. It is in those moments that you see how good a company is, because somebody should own it and sort it out. This has not been my experience this far. It should not take a customer this much effort and time to try and get it corrected. Do you not agree?

Re: DO NOT move from BT to EE for a better deal

Schockwave — Sat, 06 Jul 2024 12:49:41 GMT

@kingkano , have you actually checked the breakdown of your bill to see why it keeps on going up and up, as I have never seen that personally?

Re: DO NOT move from BT to EE for a better deal

kingkano — Tue, 09 Jul 2024 06:09:26 GMT

@Schockwave I do check the breakdown. The increases are the call centre attempts to fix, which causes extra charges for past usage, and as they charge in advance it causes some future charges to be taken as well.

Re: DO NOT move from BT to EE for a better deal

kingkano — Sun, 14 Jul 2024 08:08:01 GMT

@Chris_B

Well my assumption wasn't wrong it seems. No contact from any help on this forum. More than 2 weeks after EE last told me they'd sort it and nothing appears to have happened.

No way to contact the complaints team or reopen a complaint. That's a convenient way to stop people taking it further, just close any complaint saying you couldn't contact the complainee, without even really attempting to.

Anybody have any suggestions what I can try next?

Re: DO NOT move from BT to EE for a better deal

angryoap — Sun, 14 Jul 2024 08:29:29 GMT

Well, like you I found EE to be a total nightmare. I have now moved elsewhere. The only way I could get a response to my many complaints was to get the ICO involved. They suddenly sprung into action. I know the ICO don't deal with the type of issue you have but maybe you could try contacting OFCOM? Good luck - you'll need it!

Re: DO NOT move from BT to EE for a better deal

Gail2024 — Sun, 14 Jul 2024 10:44:45 GMT

Oh my goodness !! I am experiencing the exact same thing ! Absolutely ridiculous !!

Almost 5 months ongoing....I am also exasperated & frustrated.....

DO NOT JOIN EE

Re: DO NOT move from BT to EE for a better deal

kingkano — Mon, 22 Jul 2024 22:00:28 GMT

My saga continues. No contact from forum help yet.

I contacted EE by phone again. A complaint was opened for me - again. No way to reopen the old complaint because it was resolved?!?!

I was then told the only way to get the discounts on is to have an open order for a manager to tag the discounts onto. (Yes I've been here twice before - but this time.it will work I was promised). I tried to protest but the chap was very nice and completely convinced me. So again a new order was placed, which has to be for an upgrade from the package your on since you can't place an order without upgrading it, so it was to the top notch £55 all singing package. Don't worry though.... The manager will discount this to your originally agreed price and we will backdate everything to your original join date. I was given an appointment for a call back to confirm it all and discuss the complaint.

Needless to say, nobody called as agreed. I tried to followup a few hours after that time passed and was told they would send a chase up to the original call handler and their manager. I've still heard nothing 5 days later.

But I have received a new bill for an even bigger total due to the new broadband package. And I received a load of new equipment?!? Oh and a returns bag threatening me with a £70 fine if I do not return my old hub.

I truly cannot believe how terrible this has been and that nobody at EE can resolve this situation.

Re: DO NOT move from BT to EE for a better deal

qucharsky — Tue, 30 Jul 2024 19:51:42 GMT

Not sure if this email works but I used it some time ago - **************** for executive complaints or CEO complaints as some call them. Worth a try?

Re: DO NOT move from BT to EE for a better deal

qucharsky — Tue, 30 Jul 2024 19:53:08 GMT

Sent you a private message as the email got **** of course

Re: DO NOT move from BT to EE for a better deal

Schockwave — Tue, 30 Jul 2024 20:08:51 GMT

@kingkano , the forum is a public forum and customers can only help if they know the answer, this is not customer service. You need to deal with them, or fill in the complaints form.

Re: DO NOT move from BT to EE for a better deal

kingkano — Wed, 31 Jul 2024 15:53:34 GMT

@Schockwave Thanks. This has already been done, 27 times actually (yes I have called them 27 times to try to fix this - wasting a total of 48 hours of my own time). My last call was late last week, and I was told that my 'order is still waiting for a team leader to add the discounts'. That order was placed two weeks ago. I personally suspect this is just to fob me off, and so I won't cancel in the cooling off period.

I've also opened 4 complaints. 3 of them have been closed without response and the 4th was opened two weeks ago - nobody has contacted me at all for that one. I've not be notified of it being closed yet - but it probably has been closed - since why wouldn't I be contacted by now?

Customer services appear to be powerless to do anything. The complaints team seem to be employed to simply click 'close - resolved' on any complaints received.

You say the forum is not customer services. Yet the first replies told me I would get help on this forum from EE employees..... and were snarky with me for assuming I wouldn't.