topic Re: Poor Customer Service in SIM cards & Porting

Poor Customer Service

TheAiAccountant — Tue, 10 Dec 2024 21:22:34 GMT

Is anybody else experiencing poor customer service from BT/EE and feel like they are being fobbed off at every opportunity?

Has anybody managed to successfully register a formal complaint in the last four weeks?

Are you experiencing wait times of over an hour and/or having to deal with rude and dismissive representatives when you are finally connected.

Does anybody else feel that the “service” provided to customers requiring help and in your experience is unacceptable?

I am astonished and bitterly disappointed at the way this business is conducting customer relations. Has anybody been charged a termination fee when they have chosen to get a better provider because EE/BT are simply not good enough?

Will OFCOM please intervene and hold this business to account for their appalling service? Please?

Re: Poor Customer Service

TheAiAccountant — Tue, 10 Dec 2024 21:11:12 GMT

The “service” I have been receiving is nothing short of diabolical. Problems obviously relate to BT/EE combining. I can’t even make a formal complaint. Please will OFCOM intervene and hold them to account?

Re: Poor Customer Service

TheAiAccountant — Tue, 10 Dec 2024 21:11:48 GMT

Typical shoddy reply

Re: Poor Customer Service

TheAiAccountant — Tue, 10 Dec 2024 21:12:30 GMT

You should be ashamed

Re: Poor Customer Service

XRaySpeX — Tue, 10 Dec 2024 21:28:18 GMT

To what EE product/service are referring?

Re: Poor Customer Service

TheAiAccountant — Tue, 10 Dec 2024 21:39:24 GMT

I have broadband, landline, mobile phone and data sim. I tried,
unsuccessfully to add two SIM cards for my children. Formal complaint
unanswered. Callback unanswered.

Re: Poor Customer Service

XRaySpeX — Tue, 10 Dec 2024 22:30:35 GMT

@TheAiAccountant wrote:

Please will OFCOM intervene and hold them to account?

No, OFCOM don't get involved with individual issues.

Re: Poor Customer Service

Profile closed — Tue, 10 Dec 2024 22:38:07 GMT

@TheAiAccountant

BT switched my BB/TV in early October, and I asked for 2 SIMs to move a couple of days after, wanting everything in 1 place as I’d had w BT.

Issues with each. Got nowhere w 150 or w “X” so defaulted to my standard route via ceoemail dot com and emailed the 2 CEOs. Each element passed to a different Exec Complaints/Tech team.

BB and TV resolved, with £50 compo. Phones still O/S and being monitored. Meanwhile further £29 compo pd on them (no, me neither). Seems to me that BB and TV operate separately to mobile 🤷🏼During all this I was told to take ID down to the local store. Lad was friendly enough but couldn’t scan it and told me to try 150 again🤷🏼

I’m contracted now and in any event have no confidence any other network is any better. There’ll only be 2 other options anyway. And I loathe Vodaphone. IMHO everything in this country is based on price rather than value and that’s partly the fault of consumers.

Still. Hoping that once it settles down all will go forward trouble free without any need to contact them again. It’s all on DD. So long as each service works 🙏🏻

I won’t add anything else to the account or attempt any upgrade eg WIFI7. I’ve no confidence it would go smoothly. Wouldn’t dream of buying anything from the online store.

My advice to anyone currently w BT would be to avoid doing anything which gives them the opportunity to initiate the switch. It’ll happen anyway, and there’s no going back, but at least there’d be a little time grief free.

Had some good advice from other folks on here. Keep plugging away would be my suggestion.

Good luck.

Re: Poor Customer Service

XRaySpeX — Tue, 10 Dec 2024 22:36:37 GMT

Yes, @Profile closed , BB, TV & landline are separate from mobile business :

Separate billing systems from divergent antecedents.
EE is mobile-centric,

Re: Poor Customer Service

Profile closed — Tue, 10 Dec 2024 22:50:56 GMT

@XRaySpeX

Yet when last week I asked Exec Complaints whether they were 2 separate co’s, all I got was silence. Not sure why so coy. Does explain a lot; notably why I have to pass at least 3 months “security” with the phones (they mean paying the bill) before everything’s merged as I had w BT, whilst the BB/TV side have no such worries.

BTW, @TheAiAccountant this is a community forum. Some staffers look in, but can’t access your account. No need to snap at folks on here.

Re: Poor Customer Service

bristolian — Tue, 10 Dec 2024 22:55:13 GMT

@TheAiAccountant wrote:

Will OFCOM please intervene and hold this business to account for their appalling service? Please?

You may be thinking of external arbitration. If you have a deadlock letter or an open complaint is unresolved after 8weeks, you can refer to ADR.

Re: Poor Customer Service

XRaySpeX — Tue, 10 Dec 2024 23:06:52 GMT

@Profile closed : I wasn't saying they were separate cos. I was referring to their long-gone predecessors & no, not EE vs. BT.

Re: Poor Customer Service

Profile closed — Tue, 10 Dec 2024 23:29:38 GMT

@XRaySpeX

Whatevs. If they operate separately they may as well be separate co’s.

They clearly are currently unable to offer a seamless one stop shop for triple play customers in the way that BT did.

Re: Poor Customer Service

Leanne_T — Wed, 11 Dec 2024 12:06:08 GMT

Hi there @TheAiAccountant

I am very sorry you have had this experience moving from BT to EE.

Could I just check, when and how was the complaint raised with our complaints team?

You can find details regarding the complaints code of practice, in the Regulatory documents and codes of practice page.

Leanne.

Re: Poor Customer Service

Pat1300 — Wed, 11 Dec 2024 17:05:46 GMT

I tried to make contact again today, when initially reaching out a pop-up advised me expected wait time to be connected was approx one hour. It's now been 5 hours and I'm still waiting.

Quite frustrating. Constantly checking my phone.

Re: Poor Customer Service

Dominic28 — Sat, 14 Jun 2025 09:41:31 GMT

Yes, I am having exactly the same terrible experience. EE has left me and my family with no phone connection for over a week, while they fail REPEATEDLY to transfer our numbers. Here are the incompetencies of EE staff: 1. I was told that e-SIM would work on each of our phones - this was wrong, requiring me to struggle through the customer -unfriendly website to order physical SIM card, failing, then speaking to customer service who ordered the dispatch; 2. Physical SIM cards were sent - but they were 'inactive' - it has taken a week, hours of my time with EE technical support, to discover that new SIM cards are needed; 3. the company then requires me, in my work time, to travel to an EE shop, to sort out the problem that they have created. 4. I registered a complaint and, guess what, the Executive Complaints department have called me, but using the number that EE has made inactive (I have a landline that they chose not to try). In conclusion: why would anyone want to be a customer of this company?

Re: Poor Customer Service

Lesley_W — Sat, 14 Jun 2025 12:18:50 GMT

Hi @Dominic28

Thanks for coming to our community.

I'm disappointed to read of your experience and I'm sorry that you haven't had a resolution to your complaint as they couldn't get in touch.

Have you been able to get in touch with our complaints team again?

Lesley