Diabolic Service

[PPP4]

I signed up to have BB on 11/10. I was told it would be installed in my new place as I was moving on 5/11. Since then 2 of my orders have been cancelled for a reason EE can't even tell me, mind you I work from home and in urgent need of BB. My 3 order got booked for 16/11. The engineer showed up on and did half the job (the inside job) then told me he would come back at 2pm that same day with another engineer as there was a tree (lol) in the way and he needed another engineer to do the outside job. I never heard back from that engineer. When I chased I was told oh sorry we don't know what happened and why he didn't come back but we will book a new slot for you on 4/12....crazy!!! The day before EE calls me to say that slot needs to change but when I asked why they couldn't tell me. My slot has now been booked for 23/12...like are you kidding me!!!! I was supposed to have BB installed on 5/11 and it is now 5/12 and I still have nothing. I can't work, I can't make any calls, I can't watch TV and all I get from EE is eeeerrrmmm we can't give you any answers. Is this even legit to act like this as a service provider? I absolutely will take this further, it's disgusting and the worst service I have ever experienced.

[Katie_B]

Hello @PPP4. 

Welcome to the EE Community. 

I am sorry to hear about your recent experience, this is not what we would expect when joining us. 

Was the only available appointment the 23rd of December?

Are you aware if any notes have been left by the engineer which visited your property?

How was the engineer going to work around the tree? could the delay be down to this?

Speak soon, 

Katie

[PPP4]

No not what I expected either. I expected to have BB on the 5/11 as promised when I signed up. Yet here I am a month later with no BB and I can barely work, watch TV or make any calls.

Don't you think I asked them already for an earlier date....???? That's the first thing I asked. They were supposed to come out on the 4/12 so why did that get cancelled and moved to the 23/12? You work for EE so why are you asking me? A specialist engineer who knows how to install when there are trees was supposed to come, but nope yet again, EE cancelled on me. 

I have spoken to EE nearly every day since November and I have 3 accounts as EE messed up the first two. Why don't you look at the notes as I don't work for EE so I don't know who put what notes down.

All I need to know is WHEN, WHAT DATE will I have my BB installed, yet not a single person from EE can tell me. All I get when I call is uuuummmm we don't know. Like what clowns do you have working for you who can't even provide a simple answer?

It's the worst service ever, and I will tell everyone to never ever ever ever sign up to have anything to do with EE.

[XRaySpeX]

This user discussion forum can have no access to your specific account or its notes. You need to raise this with CS.

[PPP4]

I have spoken to every single department at EE and they are all muppets and can't provide an answer. Don't you think I have already raised this? I'm coming on to this forum to let people know what a third world company EE is, how they don't communicate with you, give you any answers and literally just leaves you hanging in no man's land.

[Christopher_G]

Hi @PPP4 

I'm really sorry to hear of your experience with this so far. I recommend filling in our Complaint Form detailing what has happened. Our Complaints Team will then look into this and give you a call to discuss the way forward.

Please keep us updated with what happens. I hope you get sorted soon.

Chris

[PPP4]

Duh....I have already been in contact with the Complaints team.....and guess what Christopher....they can't  help!!!!!!!!! So now what, what's your grand suggestion now?

Today I have an important zoom call to attend, which I just had to cancel....I HAVE NO INTERNET BECAUSE OF **bleep**TY COMPANY EE.......

DISGUSTING, APPALLING, WORST COMPANY EVER!!!!!!!!!!!

[Peter_W]

@PPP4 If you have been in contact with our complaints team, then we would always aim to provide a resolution to your issue, even if this is going to take longer than expected. 

With broadband activations, you'll receive automatic compensation based on the length of the delay, but I appreciate this doesn't fix the issues of your lack of connection. 

I would definitely recommend getting back in touch with them like @Christopher_G mentioned, and we will be able to ensure that we've done everything we can here. 

If you still remain unhappy this can be taken to the point of deadlock so you can get this raised with the Ombudsman for independent review, but this won't necessarily help in getting the issue resolved quicker. 

You can find our full complaints code of practice here:

EE Complaints Code of Practice - March 2024

Peter

[PPP4]

I have already spoken to the complaints team. Not a single person in that team can tell me why the installation is being pushed back constantly. Is it that hard to provide an answer? Someone is in charge booking these appointments so someone should be able to tell me why I am still waiting. What am I waiting for.....??????

And compensation does not help my situation, I CAN'T WORK, I CAN'T MAKE OR RECEIVE CALLS AND I CAN'T WATCH TV....what is compensation going to help me with right now?

Trust me, EE is not getting a penny from me until I have received all the money you owe me, including loss of earnings.

[XRaySpeX]

Your contract does not cover you for consequential loss.