topic Re: Smart Home Monitoring - no confirmation email in Security

Smart Home Monitoring - no confirmation email

harrycutmore — Thu, 27 Feb 2025 16:17:42 GMT

Hi,

I ordered the Smart Home Monitoring Essentials plan for a House (£30pm) on Tues 25 Feb 2025. I already have a EE TV and Broadband package. As such, I received a "thank you for your order" email outlining the update to my monthly direct debit.

However, I still have not received an email and/or text giving with a link to the booking screen as is explained here - Home Security Explained | Home Security Help | EE.

I have called EE customer service over a dozen times and nobody has been able to help me. I have asked to speak to the Home Security Team at EE but I have been unable to get hold of them - i was told they are an "offline team." I have had a request for a call back by the EE Home Security Team placed by EE customer service, but I am still waiting for the call - it was supposed to be today... I have been transferred to the Verisure customer service line multiple times, who have said each time that they are unable to assist as I don't have a Verisure account and it is an EE issue.

I cant believe that there isn't somebody who can get a hold of the EE Home Security Team and get me in touch with them. I simply need the link to book/register. Is there anybody on here who can provide any sort of help/guidance as to what I can do to find a solution. Any advice is welcomed, I have become extremely frustrated by the entire process...

Re: Smart Home Monitoring - no confirmation email

Leanne_T — Fri, 28 Feb 2025 12:24:39 GMT

Hi there @harrycutmore

I am sorry you have not had any information regarding booking an appointment.

Has the Home Security been added to your EE account?

If this is showing and the team have requested a call back for you, please let us know how you get on after the team have been in touch.

If you would like an update I would advise getting back in touch with the team.

Thanks very much.

Leanne.

Re: Smart Home Monitoring - no confirmation email

Lynnedilooc — Tue, 08 Apr 2025 17:35:04 GMT

That is exactly what is happening to me at the moment. I have been waiting for someone to contact me for an appoint since beginning of March. I went into EE shop on Saturday but the link to book an engineer doesn’t work - someone from EE was supposed to ring me today but didn’t. I just rang the department but everyone had gone home. I really give up and don’t think verisure really want new customers

Re: Smart Home Monitoring - no confirmation email

Christopher_G — Wed, 09 Apr 2025 07:18:05 GMT

Hi @Lynnedilooc

Welcome to the community.

I'm sorry to hear that you didn't receive that call. Could you try giving our Customer Support team a call today, to see if they can help you with this?

Thanks

Chris