Compensation for severe service failure

[graemeofscotlan]

I have endured almost 30 hours of tedious online chat with BT and EE in relation many issues incurred during transition from BT to EE , the way me and my wife have been treated was shocking even making threats about non payment for mobile service which wasn't working due to lack of technical knowledge on EE part. They also commenced fibre install work on our corner House blocking 1 pavement and halving street access WITH NO PRIOR NOTICE,. Workers are polite but customer service online just keep you waiting,fail to transfer to Managers and literally take up hours of your time only to cut you off and ask for something like a Trustpilot feedback rating. I am paid up to date by direct debit and have now terminated contract with BT , Aaaaarghhh, I plan to consult a lawyer on Monday to complain in the most strong way about the way we have been treated. EE already agreed £30 compensation ( twice) but I feel much more is now due and a. Small bit to me and a larger part toa Dementia Charity. Any comments?

[Northerner]

Hi @graemeofscotlan 

There is no account access on these forums and therefore you need to complain here:

https://ee.co.uk/contact-ee/complaint

Thanks 

[Mikerbiker69]

Having exactly the same problems with next to useless customer service after transferring from BT to EE broadband.

For some inexplicable reason I have been given 3 different account numbers during the transfer- 2 of which have so say been cancelled off of the system.

However I am unable to access my bills etc.  because when I try to use the EE app it says that my account is one of the cancelled numbers and the system then hangs up in a confused state.

I have spent many hours on the phone & the on-line chat trying to get this rectified- being transfered to many different departments but have got absolutely nowhere.

I have asked if I could be sent a screenshot or a PDF of  my bill  - but apparently this is beyond the capabilites of any of the customer care teams. I am only able to check out how much in total EE have taken by direct debit by checking my online bank account.

I never experienced any problems whilst with BT - over 8 years - but since being migrated to EE it has been 1 heartache after another and I am fast losing the will to live.

[XRaySpeX]

@graemeofscotlan : There is an Automatic Compensation for Broadband scheme when service installation is delayed from when it was promised or reported.

[graemeofscotlan]

👍

Sent from Outlook for iOS<>

[graemeofscotlan]

Go online and find via press information the names and email addresses of some big names and email them copying in the Lawyer of your choice , then u might get action , and on an email you can attach pictures and screenshots etc, if they are not all on holiday in The Bahamas you might even get a reply - I did ? 😄

Sent from Outlook for iOS<>

[KeithofLondon]

Only 30 hours-I can beat that-I think I clocked up in excess of 50 hours.

i know others who have moved from BT to EE and it has been a similar nightmare.

I have found  that in trying to deal with Executive Resolutions and your frustration will only increase and you will be further away from reality.

Can anyone suggest what EE is an abbreviation for?

Hope you got some answers!

I wish you luck.

[KeithofLondon]

I share your experience and frustration!

it seems like a battle of wills.

BT worked OK, if EE Wwork at , in my opinion, 10% of BT performance it would be better than now!

[Total-mess]

I have a similar problem, 5 hours on phone one particular day and then another hour as address on new paperwork sent to me was wrong.  Phone upgraded to digital on 13 Jan 25 and took until 26 March 25 before this worked again. Was transferred from BT to EE in the process.  I too have 3 accounts with BT/EE and can not see the important last one with all my bills. I keep being directed by Myee.co.uk to the 2nd account which was opened up and closed by EE as they had  put the wrong address on it.  I have to borrow someone phone with the app on it to see my new bills.  Look at ee.co.uk/go/autocomp.  I have had no phone (land line) for 72 days and from what I can see is a composition of £6.10 for every day,  for up to 60 days. I have asked for this and was told this would be applied manually to my account (not sure which one)  but not seen anything yet.  I did however find the BT contacts very helpful and nice to speak to.  It looks like the EE systems are virtually impossible to manage.  Sending out Routers and opening up a new account, when the problem is difficult to solve seems common.  My son had 3 routers at one spell when he had a problem.   You will also find EE constantly take money out of your bank.  Upfront payments for the new accounts and money from the old and new accounts.   Still trying to get some of this back.  Good luck with your issues.