Ive formally complained and still waiting.
this is my complaint.
I am writing to formally complain about the significant and repeated delays in the activation of my broadband service, which I ordered on 4 June with an initial activation date of 10 June. Despite multiple assurances from your customer service representatives and updates in the EE app, the activation has now been postponed multiple times, causing considerable inconvenience and disruption.
Here is a detailed timeline of events:
• 4 June: Broadband ordered with activation date of 10 June.
• 11 June: Contacted customer service as the service had not activated. Advised to wait 24 hours.
• 12 June: Contacted customer service again. Informed that activation would now be on 22 June. A 4G EE SIM device was sent as a temporary solution while waiting.
• After 22 June: Contacted customer service. Advised that Openreach had cancelled the activation. A representative contacted Openreach to resolve the issue and instructed me to wait 48 hours.
• I waited beyond this period. The EE app updated the activation date to 6 July.
• 29 June: Contacted customer service to confirm everything was on track. I was assured that it was.
• Shortly after, the EE app updated the date to 16 July.
• 6 July: Contacted customer service again. Now informed that the activation date is 21 July.
This repeated shifting of dates, lack of reliable communication, and failure to meet confirmed activation timelines has left me without reliable broadband for an extended period, despite the temporary 4G solution provided.
Under Ofcom rules, providers are required to adhere to clear standards for service provision, including the One Touch Switch process for switching providers, which is designed to make switching straightforward and reliable. Ofcom states that with One Touch Switch, customers only need to contact their new provider, who handles the entire process. Providers must ensure clear communication and a smooth switching journey.
My open reach box is already suited for 2.5GB Download and my package is 1.6GB.
Because the lack of communication and constant false promises of being contacted I am unable to even fix this issue.
Despite EE informing me that Openreach cancelled the activation on/around 22 June, I understand from Openreach’s published information that common causes include data mismatches or additional works. EE, as my service provider, is fully responsible for resolving this with Openreach and ensuring timely delivery. I expect EE to escalate this internally with Openreach immediately and confirm a firm activation date.
If you listen back to the calls on customer service, the last agent wouldn’t escalate this matter and I quote said “managers don’t deal with orders we do” I even suggested to him (yaseen i think his name was’) that I cancel and send the equipment back and find a provider that is reliable, his reply was “.That will be best”
As a brand new customer how do you think this experience has had on my trust for EE? i genuinely want to be a customer as the deal is better than my previous provider, however it might be worth paying a little more just for a better service and communication.
I also joined EE because they had a fantastic £180.00 reward offer,
I really hope the compensation and reward will be honoured before I have to complain to ofcom which is my last resort.
I have logs on my phone how many times I have called and waited. If you would like a screen shot of this I can provide it,
Thank you
