topic Re: Home security in Security

Home security

MartyCarr — Wed, 14 Aug 2024 08:57:49 GMT

I am trying to book a home security package but just keep getting "oops something went wrong at our end", this continues to happen, anyone manged to use the website to book?

Re: Home security

Alex_H — Wed, 14 Aug 2024 11:06:46 GMT

Hi @MartyCarr,

Welcome to the EE Community 🙂

I am sorry to hear you are having an issue with ordering the Home Security package, at what stage during the process are you getting that error page? Have you tried going through it on a different browser, or after having cleared the cookies and cache for the EE Website on your browser?

Alex

Re: Home security

MartyCarr — Thu, 15 Aug 2024 09:27:10 GMT

Hi Alex_H, I have tried several browsers (Firefox, Safari, Microsoft Edge) with the same result, After selecting 'Place Order' for a basic house system the site goes as far as 'creating your personalised recommendations' which thinks about it and then gives the error

Sorry, something went wrong on our end

We’re working to fix this. Please try again later.

Re: Home security

Alex_H — Thu, 15 Aug 2024 10:11:16 GMT

@MartyCarr Is it when you are clicking Place Order on the very first page under the plan you want, or do you get past that initial part, select the number you wish to add it to and press add to bill, accepts the Ts and Cs etc then the final Place Order is where you are having an issue?

Have you also tried placing the order via the EE app in the Shop> Home Security section?

Re: Home security

MartyCarr — Thu, 15 Aug 2024 12:24:31 GMT

Alex

Same result in the App. I select Home Security, View all Plans, House Essentials, Place Order, then get 'Please Wait, getting your personalised recommendations and then Sorry something went wrong.

Re: Home security

Alex_H — Thu, 15 Aug 2024 12:45:56 GMT

Thanks for trying @MartyCarr it does sound like its failing at the very first part then and with it happening across both the app and website it may be something account based causing the issue.

You can use this form here Home Security Contact Form (ee.co.uk) to request a call back from our Home Security team to help run some checks and sort the order for you, or they are also available to call on 0800 048 9279 and they will be able to help resolve this for you.

Re: Home security

MartyCarr — Thu, 15 Aug 2024 12:58:09 GMT

Alex

Called the number and all sorted. Thanks.

Re: Home security

Alex_H — Thu, 15 Aug 2024 13:04:16 GMT

Glad to hear you got it sorted @MartyCarr thanks for coming back and letting me know

Re: Home security

Bdnagda — Fri, 29 Nov 2024 22:50:33 GMT

So if there is a problem why is it not on the app or on website. Where can I complain about this problem. You can not expect us to looking at places to contact you to let you know there is a issue when there is one. I am going to raise a complaint. Black friday offer rubbish when you can not even place an order with oops. Utter rubbish excuse. I was told to wait for 10 days or more. Why? When the offer is on now. That is ridiculous.

Re: Home security

Lesley_W — Sat, 30 Nov 2024 10:10:10 GMT

Hi @Bdnagda

Thanks for coming to our community.

If you would like to make a complaint, you can find all of the ways to do so here Make a Complaint | Contact Us | EE

Lesley

Re: Home security

Bdnagda — Sat, 30 Nov 2024 20:52:59 GMT

Thanks, I am definitely going to complain as the EE service is absolute joke. How can you provide on app and not apologise. For your team to say I have to wait for 10 days and when black friday is there. Useless.

How is it you are number 1.

Re: Home security

WillRobbo — Mon, 10 Feb 2025 13:11:56 GMT

Hello - We have a Verisure engineer in our home, we have since 10am! EE have nobody who knows about Home Security, meaning our engineer cannot install. AVOID BUYING AT ALL COSTS! I've spoken to 5 separate EE advisors, called every number EE recommend for security and none work, simply go to the standard call que then the advisor transfers direct to Verisure.

Utter shambles.

Re: Home security

chrise0 — Mon, 10 Feb 2025 19:32:39 GMT

Same issue. I have problem with my service having been cancelled, quickest solution is to just re order. However,

ee home security website on app and the site is offline. Has been for weeks.

telephone numbers (there are multiple and the advisors struggle to know them or find them) don’t get answered

complaints submitted a web form the sales team would reply to, that didn’t work so solution was submit another web form (funnily enough also didn’t work) , so they finalised the complaint as ‘ring the number for the sales team who didn’t answer’ and now don’t reply to any further emails

21 years with EE and very much now reconsidering where my custom goes as I have multiple products from them.

Re: Home security

Linzi_H — Tue, 11 Feb 2025 09:15:11 GMT

Hi @WillRobbo

Welcome to the Community.

I'm disappointed to hear that your engineer from Verisure was unable to install your Home Security equipment.
You're doing the right thing by contacting us on 150 from your EE mobile, or on 0330 123 1105 from another device. Our team will then transfer your call to Verisure's customer services team as appropriate.

Whilst I hope you've managed to get this resolved already, if you haven't, please contact us back so the team can work on getting this resolved. If you're still no further forward after speaking with us, then you can open a complaint and request to escalate this.

Linzi

Re: Home security

Linzi_H — Tue, 11 Feb 2025 09:28:11 GMT

Hi @chrise0

If you're not able to view the Home Security section within the EE app and through your main online account, then this definitely needs to be checked further. Our team can review your online account access, and raise this with the relevant team if needed too.

If the workaround was to call Sales directly whilst this is worked on, then you can call 0800 079 8586 to reach us.

We do have the complaints webform available to use, and the current response time is at least 7 days. So the quickest way to open or discuss a complaint is to call us directly, and if you remain unhappy with the advice from our Guides you can request to escalate this to a team leader.

Linzi

Re: Home security

chrise0 — Tue, 11 Feb 2025 10:21:12 GMT

Hi the issue with that aspect of the website isn’t anything to do with my account, so no account level checks are required. I know this because I got someone else on a different phone (not EE) who does not have an EE account to sign up. Still didn’t work. I did this over the phone and pointed this out to the complaint adviser. Who said they would fix it and look into. Was promised a call back 7 days ago, complaint was raised 9 days ago still nothing.

the telephone number you have provided simply connects to 150 and the automated options. If you go through those options then you will hear that when you select the home security option, when it goes through to the next stage, rather than getting home phone, broadband and home security. The options just revert to either phone or broadband. If you go through to either of those teams the advisers struggle to find a number for the home security team and say they need to fill in a web form.

they have filled in that web form twice and no one one replies. As others have said they are ringing up and on occasion being connected to Verisure (yep had that also) and also on one occasion I was connected to BT and they said they deal with community care alarm.

unfortunately your answers are very generic and not seeking to properly look into the issue. I have raised a complaint, I have rang those numbers, I have raised two web forms. And I have now had to resort to raising this on the community as a last ditch effort as the email I sent to the publicly available CEO address wasn’t replied to either.

Re: Home security

Linzi_H — Tue, 11 Feb 2025 10:56:50 GMT

Thanks for coming back to me so quickly and sharing more information about what stage things are at so I can understand this better @chrise0

I'm going to send you a Private Message to help further.

Linzi

Re: Home security

chrise0 — Wed, 12 Feb 2025 13:02:00 GMT

0800 0684195 is the number EE executive complaints have provided as being the number to call their home security sales team on. However, having tried it on two different network phones this does not appear to be a valid number, dials and disconnects. If anyone has any luck with this number please post a reply.

Re: Home security

Peter_W — Wed, 12 Feb 2025 17:28:43 GMT

Hi @chrise0, I've given this number a try and it's not working for me either, so I'd definitely feed this back to your complaint handler.

They will then be happy to help support you with the next steps for getting this resolved.

Peter

Re: Home security

chrise0 — Sun, 16 Feb 2025 19:23:15 GMT

Have done will post further reply as they are taking weeks to come back. Website still down