topic Re: Pocket Landline in Small Business

Pocket Landline

dmatthews89 — Wed, 16 Apr 2025 17:53:50 GMT

Has anyone had their pocket landline service completely cut off without any warning?

Our business has had no landline for 5 days and EE just say there is a “global issue”. No time frame of repair…

This has wrecked my business and I am none the wiser as to when this service will resume!

Re: Pocket Landline

Northerner — Wed, 16 Apr 2025 18:53:44 GMT

Hi @dmatthews89

I suggest making a complaint:

https://business.ee.co.uk/help/make-a-complaint/

Thanks

Re: Pocket Landline

Bill934 — Thu, 17 Apr 2025 01:05:07 GMT

EE pocket landline is not working since Friday. It is just so frustrating,

Goe knows when it will fix

Re: Pocket Landline

paulb123 — Thu, 17 Apr 2025 07:45:24 GMT

EE POCKET LINE LINE Ours has been off 9 days and can still get no answer . Just say we are working on it seems to not be urgent with them .( Answer we are working on it.) in the mean time no calls and have to find wages for 12 people .

Re: Pocket Landline

Linda1102 — Thu, 17 Apr 2025 08:40:47 GMT

Yes , we had the same problem for a while now and it’s very frustrating, I’ve called them a few times and spoke with around 10 people , no one had a clue and so annoying customer service . They were saying that pocket landline technical team are not taking call and there is a global issue . we lost so many clients and we didn’t know that there is a problem with pocket landline

shame on them

Re: Pocket Landline

Linda1102 — Thu, 17 Apr 2025 08:50:20 GMT

I’ve just called them again now and they connected ours back , it’s been a long and frustrating process.
we lost business !l

Re: Pocket Landline

dmatthews89 — Thu, 17 Apr 2025 14:30:21 GMT

How about instead of telling me to make a complaint- that is IGNORED EVERY TIME- you get the issue fixed OR tell me what the hell is going on?!!

Re: Pocket Landline

bristolian — Thu, 17 Apr 2025 14:37:51 GMT

@dmatthews89 wrote:

How about instead of telling me to make a complaint- you get the issue fixed OR tell me what the hell is going on?!!

The responses you've had so far are from fellow users, not EE staff.

Staff responses come from users marked as "Community Support Team" - https://community.ee.co.uk/t5/EE-Community-info-News/Meet-our-Community-Team/td-p/1415489

Re: Pocket Landline

Rach_H — Fri, 18 Apr 2025 17:57:51 GMT

Hi @dmatthews89,

Welcome to the Community!

We don't have access to customer accounts here on the Community, so we won't be able to advise of why this is happening, which is why you've been advised to make a complaint with one of our team.

Rach

Re: Pocket Landline

Jimraven — Fri, 25 Apr 2025 16:36:21 GMT

Two weeks no service from pocket landline. No answer or update from customer service. No return phone calls from level 2 support. £20 compensation offered.

Anyone else got any further information on compensation amounts.

Google search

your phone service is down, you may be entitled to automatic compensation under Ofcom's rules. If your service isn't fully restored within two working days after reporting a fault, you'll receive £9.98 for each calendar day it remains out of service. For missed appointments or delayed start of a new service, the compensation is £31.19 per missed appointment or £6.24 per day of delay, respectively.

Look forward to hearing from someone.

Re: Pocket Landline

paulb123 — Fri, 25 Apr 2025 21:43:55 GMT

Thankyou

Re: Pocket Landline

ZWB — Sun, 27 Apr 2025 06:43:12 GMT

Exactly the same here. No communication from EE. It’s wrecking my business too.

Has anyone had any update?

Re: Pocket Landline

dmatthews89 — Sun, 27 Apr 2025 07:08:44 GMT

It’s back up and running now- it took 5 days for ours to work but I had to call them to reconnect it- they are a bunch of *****! Still no explanation of why it went down and why there was no communication prior or during from them.

Re: Pocket Landline

loneyecon — Mon, 28 Apr 2025 21:17:38 GMT

dmatthews89.... how did you get them to reconnect? any magic words? potion?