help required - absolutely awful new customer experience

Hudson76 — Fri, 16 Aug 2024 10:44:50 GMT

Hello

I wanted to report my experience so far as a potential new EE customer and was hoping someone can help me with next steps etc. in bringing this to a conclusion.

The services (fibre broadband & TV home package) were supposed up and running on Wednesday 14th august. Engineer came in morning as promised. Openreach cable fitted. Everything worked great - for about 4 hours. Since then, nothing. red LOS light and no TV services (even if i try to use an alternative wifi source)

I have now spent several hours chasing this up with customer services:

Call on 14th (Cara) - assured me lack of services was normal on first day and everything would be ok at midnight
Call on 15th (Dermot) - tells me my order hasn't been activated & will call back in afternoon when they have been set up - doesn't call
Call on 15th - (Stephen - I think) - tells me the problem is with the connection - will need engineer visit which could take some time. No idea why TV service hasn't been activated either.
Call on 16th (Carolina) - tells me I can't cancel the entire order under the "cooling off period" because the order is still open on the system (although i don think that's actually correct)

Today I was due to be cutoff from my old internet provider (virgin media). I am now in the position of having no choice but to extend my agreement with them (since i work at home and have lots of video calls)

I really wanted to give EE a chance as a new company after so many years with VM, but - although the customer service reps have been (for the most part) helpful as best they can - I have not been able to get anywhere and I have wasted hours of my time trying to get this sorted.

I am also now envisaging lots of added stress with still trying to get the order officially cancelled & the hassle of the return of the router/tv boxes (I see other people have been chased for money even though they have proof of returns etc.)

Any advice or help would be appreciated

Re: help required - absolutely awful new customer experience

XRaySpeX — Fri, 16 Aug 2024 10:57:26 GMT

You will get Automatic Compensation for any delay.

topic Re: help required - absolutely awful new customer experience in Broadband & Landline

help required - absolutely awful new customer experience

Re: help required - absolutely awful new customer experience