TLDR! EE are currently an absolute shambles and it is a disgrace. If you are reading here and with BT, and they are trying to tempt you to EE with discounts, DO NOT DO IT unless you are happy to pay the full cost and more of the package offered. You probably won't receive the discounts offered.
Long version:
I am currently into month 4 of my battle to try and get the price I agreed on my contract renewal with BT / moving over to EE. I want to say the call centre people are mostly nice but seem to be able to achieve nothing.
I was offered a good deal for my broadband, TV and netflix packages which I agreed to, achieved via discounts from the normal package prices. (£30 for BB and £60 for full works TV). All shown on my order confirmation. The TV did not go live on the right day, queue the first chase to sort. My first bill did not include broadband or the tv discount, 2nd call to rectify (thinking I'm doing the right thing). Broadband added 'to bring on the discounts' by the next bill. Next bill, BB charged, no discounts. Plus correction to bill for past month and extra charges for 'future services' resulting in a pretty large bill.
Time for another call. Oh we will get it sorted they say (hours on holds to various depts). But I have to start a new order, because they cannot apply the discounts to the previous order, but the manager can add discounts to a new order. Oh and the original BB package is no longer available so i have to add this £50 one instead, but don't worry, the manager will discount that down to what you originally agreed. You guessed it, the discounts were never applied, and now I am paying even more! I try about a half dozen times to call and get this sorted, hours on hold, sometimes I would get to speak to several people. But eventually the call gets hung up while on hold to go to a different department.
I open a complaint, thinking that somebody would get involved who can see the problems, and get them sorted. The complaint is thorough, explaining all the details, and requesting I am reinstalled to my original agreed deal and charged correctly. I have 1 attempted call to me which I was unable to answer (driving) on a Saturday morning. The text and email sent said 'do not reply' so I wait for him to hopefully attempt another call. Since I have no way to contact them. Nothing is forthcoming and a week later I get notification that my complaint has been closed 'because they have been unable to reach me'. After 1 attempt!! And the complaint explained everything including the resolution I expected! I mean, just sort it.
Furious, I call yet again, and get a really nice person. They understand why I am so angry, see that I just need to be restored to my original contract, with the right price. After lots of time on hold, correcting errors on my account (they always say this), I am put through to somebody. It sounds like they are fixing everything, agree all my costs etc, then say ok that will get sorted. It won't be instant sir but it will get sorted as we discussed. ok... right.... thanks. I enquire how I will know it is sorted. Oh you will get new bills with everything backdated and corrected. Right. I am actually fooled this time, these people were really good and nice, but I am hesitant that nothing will happen.
We are more than 1 week after that call. As feared, nothing has happened, and I've had no notification or new bill correcting things. My next bill is due soon though so I guess I'll just suck it up and be charged £50 over what I agreed... again... The way I see it they are stealing money from my account now? I never agreed to pay these amounts.
I am completely exasperated on what I am supposed to do. I've made about 15 calls to EE, spent around 20-25 hours of my time trying to sort it, and it is now getting ridiculous. At least with BT I would have been able to post this sort of thing to the forum, and a MOD on there would have gotten it moving correctly, and sorted it. EE cannot even be bothered to do have that arrangement, and I feel like there must be some serious problems with their systems if their staff cannot sort simple problems like this, and in my experience they keep making it worse every time that I call.
I caution everybody to stay away from this company. Especially if you are with BT currently. You will regret it.
