EE upgrade for phones is joke

[unhappybunny11]

I have been an EE customer for the last 12 years, upgraded some many times without issue but its come to the point that I am so disappointed with the service I have had on 2 out of 3 phones to be upgraded,   first one was December 2024 when I was looking to up grade wife phone she suffers from Parkinson's as well as other conditions and being in contact with the hospital and medical team is very improtant for her as she feels lost and lonely, and can wake up in stress worried and confused.  but for some reason her new phone came and EE upgrades ended shutting off her services all of the Christmas make this time very stressful and we had to change plans as she could not be left as could not contact anyone.   EE after rising a complaint off a refund on the month after being on the phone for a few months (being honest I lost the will to live with it all as no-one seamed to be interested in trying to help or anything total of 10 days over this time without being able to do what we wanted to do but I thought I had been with them for so many years I would stay.   this time I was looking at upgrading to the iPhone 17 pro max  on launch day 12th took day of work to get it sort 1410 email confirming my order for the following Friday but 13 could not see anything on the website so I thought I would call them and check over an hour of waiting got though and was told that they had issue on the website and that I should never upgrade on line as there is always issue any made the order again.  and confirmed the phone would turn up on launch day 3 days later nothing on wedsite so I called in and was told the order was stuck again.   and would have to order it again but they would 100% make sure that it would come on the 19th again 100%. .  on the 18th I called to see what was happening and was told by a lovely agent that if the staff had left it all alone I would of had the phone on the 19th but as they had cancel both the orders which were fine I would of had my phone  on the 19th but right now it could be 28 more day or more till I get my phone . and was just down to the agrents who had messed it all up.   so word of wise do not trust the agents when they say your order is messed up.   I can safely say that I will be think again of upgrading next time I am due to.        I also have to say that the only thing everyone at EE is more interested in is broadband and that's is but not sure if I would trust them on that as one of them also said I could have full-fiber which is 100% lie as we do not have it in my area as yet its coming do not get me wrong but its not here yet.     and as I know all calls are recorded I would surest that someone looks at this as  this has taken my trust down on a company that I use to trust 100% as I had always had great service but no sure what has happened to this company?   

[Christopher_G · Accepted solution]

Hi @unhappybunny11 

Welcome to the community.

I'm really sorry to hear of your experience when you were upgrading. We want the process to be as easy as possible, and I'm sorry that this hasn't been the case for you.

If you fill in our complaints form, a dedicated team will look into your account and make sure the correct processes were followed. They'll also give you a call to discuss it further.

Hopefully, they can help find a resolution for you. Keep us posted on what happens please.

Chris

[unhappybunny11]

Hi Chris, 

I am currently waiting on a call back from one of your managers after I had rised a compliant to your call centre and then once I had got of the phone they had closed the complaint done without getting agreement from me or explaining that they were closing the complaint down. and they have 26 hours left to call me  back but I have little faith in this happening as all the team is interested in is when my broadband is up and if they can sign me up. 

I am sure that I can not be the only customer who thinks they are pushing this so much. 

so as I can not get anywhere I am going to be calling the team whenever I am bored and have an hour to kill so far this upgrade has taken me over 6 hours to get this far but the stress has got to me and I know ts pointless but I feel I have no chose but to chase and chase and chase them as I feel so let down 

[unhappybunny11]

ok Christopher should I rise a complaint again I currently have one that I think is open under ID27859685. which I think should still be open if not could you let me know and also If I should also fill out your form as well as not sure how you guys work 

thanks for your help await your reply 

[Christopher_G]

Thanks, @unhappybunny11 

We don't have access to customer account here in the community, so I can't see any information about your complaint or why it would have been closed. If the manager has a call scheduled with you, I'm sure they'll be in touch with you to discuss it.

If you opened a complaint on the link that I posted, it won't cause any harm. They'll be able to see details of previous conversations and make sure that it's being handled correctly.

Chris