EE Customer Service has gone down the pan, constant lying and going in circles.
1. Told by Live Chat that my EE One discount would be applied to my ongoing contract if I took out EE Broadband and would be applied on my next bill. This didn’t happen.
2. Discount not applied to my account, called to enquire. Was told I would hear back, nothing for month. Reached out again and suddenly the Live Chat log no longer exists. Told I need to complete an early upgrade on my account to take advantage of EE One discounts.
3. Call back through to complete an early upgrade, happy to, money would be clawed back in 5 months paying the fee. Now I’m told I’m still not eligible for EE One because my account isn’t eligible for Flex Pay. Nothing was mentioned about this when initially taking out the EE Broadband contract. This took 3 months to get to this point and too late to cancel the broadband without paying a termination fee.
4. Parents try to take out their own EE Broadband, order confirmation and Openreach engineer date sorted. 3 day before the fitting, contacted EE to check if it was booked as they had no contact from Openreach, told yes it’s booked. Day of, close to the end of the booked time slot, Engineer still not arrived. Reached out to EE again and was assured that the Engineer was on his on way. The Engineer never arrived because EE did not forward the order on to Openreach. Had to cancel the order.
5. Order placed again, specifically asking for One Touch Switch and for the landline number to be ported over. Service has been fitted today and the landline is up and running with a different number and their Virgin services are still online with no indication of a cancellation in progress. Contact EE, informed that One Touch Switch hadn’t been completed and that they likely wouldn’t be able to port the landline over. Terminating the service tomorrow and keeping Virgin since this hasn’t been cancelled.
Myself and my parents have been with EE for over a decade and never had any issues, and now 3 botched orders in a row and blatant lying from Customer Services. Once all of our contracts are done we’re moving on from EE. Lying to customers to make a sale is unacceptable. They need to make significant improvements if they want to retain customers.
