EE Customer Service not good at the moment

[Andyc999]

Has anyone tried to call EE recently to discuss renewing their contract?

I attempted to call twice last Sunday afternoon (1 August). I waited for nearly 40 minutes, gave up, then called again a bit later and waited for nearly 20 minutes. I gave up again and called at 9am on Monday morning. I managed to speak with someone this time who gave me a quote for renewing my contract. I asked when EE will adopt IPV6, but he didn't know what I was talking about.

I was initally told when I moved to EE that they would be rolling out IPV6 during 2020, which didn't happen.

I told him I wanted to think about it and he said that he would call me back on Wednesday morning, and that I would be receiving an email about my excisting contract being about to expire.

He didn't call back and I've not received an email either.

I feel very disappointed with EE now as their customer service used to be good. Every time I call I receive a message to say that they are receiving lots of calls and i will have to wait in a queue.

Has anyone got an ideas on what I can do to resolve this issue?

My broadband has always been reliable and my renewal quote was very competative, but I am now thinking about moving to another ISP.

[Mustrum]

As it happens I phoned them on Monday, only had to wait about a minute or so, first person took my details, then passed me on to another who quickly sorted a very competitive quote and a new two year contract. I also asked about, and got a new router, EE Super Hub, which arrived on Wednesday, tried it for a bit to make sure it worked, but I prefer my own Netgear so it went back online.

A returns bag was included for the old router, seems they are getting very serious about being Green and Carbon Neutral.

Perhaps you called at a bad time, and I got lucky, but I have not had a problem when ever I have called.

[Leanne_T · Accepted solution]

Morning @Andyc999

Thanks for coming to the community. 

I am very sorry to hear you had this experience when you called and you've not had a call back or email.

Please give us another call and the Broadband Care team will help you with your contract. 

I hope you stay with us. 

Leanne.

[pip11]

Worth remembering it's pointless asking the support team when IPv6 will be introduced as they won't know.

[Andyc999]

Hi everyone

Thanks very much for taking the trouble to read my original post, and for your replies. I called EE again this morning and managed to speak to someone after a 20 minute wait. It seems that they have a lot of call centre staff off with covid related issues.

The lady I spoke with was very professional and helpful, and matched the price I was quoted last Monday on a new 2 year contract.  I'm getting a new router too.

I'm very pleased and glad I joined the EE community.

[Christopher_B]

Hi @Andyc999

I hope you're well and having a nice weekend, are you up to much or having a chilled one?

Thanks for letting us know hoe things turned out, I'm glad to hear you're all sorted 😊

Thanks 

Chris