topic Re: Fed up waiting on phone line in General Chit Chat

Fed up waiting on phone line

vintcopp — Thu, 24 Oct 2024 14:45:23 GMT

New to EE, had to transfer from BT. Change over day today to EE. Problems with transfer of account, customer service unable to sort. Waiting for Tech Support. 1 hour and counting. If this is how it is then EE forget it! Not happy at my first experiance, get some more staff on phone lines.

Re: Fed up waiting on phone line

Katie_B — Thu, 24 Oct 2024 16:10:32 GMT

Hi @vintcopp.

Welcome to the EE Community.

I am sorry to hear about your first experience with us.

I know call waits can be frustrating, however, our technical care team will be able to look into this further for you.

Katie

Re: Fed up waiting on phone line

vintcopp — Sat, 26 Oct 2024 09:53:35 GMT

Katie_B, thank you for getting back to me. It was not a seamless process to transfer from BT to EE even though I was assured it was. Our landline number has not been transfered across as promised, but this was sorted by one of your Guides, and will transfer on 31/10. I still cannot access any form of online account despite having an EE account number. i'm sure this will sort itself out when payment is required.

Regards

Re: Fed up waiting on phone line

Michael_D — Sat, 26 Oct 2024 14:43:48 GMT

Thanks for the update @vintcopp

I'm sorry it has not been straightforward for you but I'm glad that our guides have been able to get the landline number transferred in the next few days.

What is happening when you are trying to view your online account? Do you see any error message?

Michael

Re: Fed up waiting on phone line

vintcopp — Mon, 04 Nov 2024 17:41:59 GMT

Hi still cannot access online account. Thankfully landline number has been transferred. I have now found out that I have been charged in excess of my monthly direct debit for EE broadband. My contract was 41.99 a month but have been charged 61.98; as well as BT direct debit! Of 30.00. My transfer from BT to EE has been so poor, and why can I not access my EE account. I do not have the luxury of waiting on a phone line, this should have been sorted from the begining.

Re: Fed up waiting on phone line

Rach_H — Tue, 05 Nov 2024 08:54:21 GMT

I'm glad to hear that your landline nuber has now been transferred @vintcopp, though I can understand your frustration that this hasn't been as easy as expected, and that you've been charged more than expected. Have you spoken with our team about these charges?

Rach

Re: Fed up waiting on phone line

vintcopp — Tue, 05 Nov 2024 09:00:29 GMT

Hi, I have spent nearly 45 mins with a BT guide last night, and I have been credited overpayment - thank you. I am also assured that my account will be set up in 5-7 days. So at this time matters seem resolved. Thank you

Re: Fed up waiting on phone line

Rach_H — Tue, 05 Nov 2024 10:45:30 GMT

Thanks so much for letting us know @vintcopp. I'm glad you're all sorted now.

Rach