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Complaints about EE service

jdavidwood
Investigator
Investigator

Hi, has anyone worked out the technique to make EE listen? And work out how to speak to someone who is helpful and sensible who they can have a dialogue with.  Calling the phone number and even using the services for open cases which provides a link to continue a conversation is hopeless.

I've been trying to communicate since 25 January and have not today concluded that they really don’t have a clue.

Each time you call(it’s always the way as they never call back when they say they will either on the same day or the day after).

There must be someone at EE who knows what they’re doing and can talk to customers and solve problems.  

meanwhile I’m paying for a service that I’m not fully receiving and wasting hours talking people who either don’t care or don’t know who to talk to to help me solve my BB issue. And my family is paying  for extra data on their phones because of non availability of BB.

I’m frankly sick of calling and being told that I need to wait 72 hours (excluding weekends and possibly not working hours depending who you talk to) to get the issue passed to someone else who doesn’t know what the problem is until I repeat it, again.

so to repeat, if any one can suggest a phone number of a person at EE, who knows how EE works and has access to tech teams who I seems aren’t allowed to talk to the customers, then I would be pleased to hear from you.

for context, my problem is that the ‘homework’ downtime controls are locked on. I agree this sounds like a crazy simple problem to deal with but it’s seemingly beyond EE ! 

 

26 REPLIES 26

Hi, I’ve got a BT smart hub 2 and two round grey  BT complete WiFi extender disks.  I can easily turn off the disks if that might help?  Thank you

Yes all  as I thought.  

interestingly today EE have been asking me about my account number as it seems that two are now on the system.  Pretty sure that they weren’t getting lost at the point before today. The ‘oh sorry sir by your account seems to be closed…’ moments are new today (seems they first try to peer into the old BT account first which is indeed closed).  This makes me think that they’ve opened up the old account again. Possibly to go back into it to turn off the stuck parental controls? That is progress, or me trying to be positive 

JimM11
Brilliant Contributor
Brilliant Contributor

@jdavidwood So the EE choices would be to send you the EE Smarthub(2003) and you keep the BT Complete wi-fi.

They send you the EE Smarthub+ SH32B along with 2 smart wireless modules SW30A to replace ALL the BT Equipment, that would be the better way for them to go, and they have to sort out all of the account side also to make this all work....

Below the link to the EE current range of routers so you can take a look see also the Extender range's that match.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

Setting up Smart WiFi | Broadband Help | EE

 

Ok thanks Jim that’s all very helpful, but mighty frustrating that this was their agreed fix on the 28 Jan.  but they then changed their mind.

I’m left with the same problem of taking to phone handlers who are paid to fob me off (whilst apologising profusely and noting that they need  another 72 hours to escalate) .  I need to get past them somehow?  The people I speak to say the TMC Team are the guys to deal with this.   But it seems they’re kept in a dark room with no access to the customer?  

Any thoughts on how to escalate?


 

JimM11
Brilliant Contributor
Brilliant Contributor

@jdavidwood No help on that one, just never had to do it, mobile phone registered to your account then text GUIDE to 66033. sit back and have them call you. TMC and mushroom management, bet you heard that before, heavily guarded and fortified.

Link below, go straight to the online form, fill with as much and precise detail as possible, takes time so bit of a waiting game.  Would type up the complaint in notepad etc, copy and past it into form will save you time.

Make a Complaint | Contact Us | EE

If i hear anything back will post it up to you!

Thanks I’ll give it a go. In the meantime I’ve been ’promised’ that I’ll get a call back by 9pm tonight (from TMC I think)  so I’m being patient.  I think it was TMC who were scheduled a call me last week but rather than speak to me they rang my number for about half a second (before I had chance to answer) so they could log call with a perfect - customer didn’t pick up outcome and then close the case!  The phone handlers didn’t deny that was a tactic when I told them and they obviously apologised profusely.

thanks again.  

JimM11
Brilliant Contributor
Brilliant Contributor

@jdavidwood Did you get the fateful call and TMC sorted it all out for you?

No and no and not surprised 

JimM11
Brilliant Contributor
Brilliant Contributor

@jdavidwood At least you have the info if they do ever get round to calling you, to what is required hardware wise, and that they need to make sure your account side is also all squared away correctly.

Seems to be awkward for the BT - EE Transfer, 

JimM11
Brilliant Contributor
Brilliant Contributor

@jdavidwood EE source has confirmed that the EE app, will work with the BT Router equipment, so anything that you find not up to par or throwing the wobble, please document and then it becomes one to look at and add to the list....