Hi. Yup, I moved from BT about one month ago, tempted by wifi6 and a saving of £10 per month on what I was paying for FTTP 1GB broadband. Generally pleased with broadband and (after the hiccup mentioned before) the WiFi extenders. I thought the customer service with BT excellent and liked in particular having the dedicated support line for FTTP customers. I thought the changeover would be just a change of branding and that the underlying structures would remain. Like you, this has not always been my experience.
Within days of receiving the Superhub Plus I was asked to return my equipment….the Superhub Plus! I thought it a slip of language and sent my old BT hub. But no, continual reminders to return the equipment or a charge would be made. WiFi extender not delivered. I phone to enquire about the extender as I have been provided with a Royal Mail tracking number. This shows the delivery is going nowhere. My ‘guide’ from Hull incorrectly tells me that it is my problem and that it is I who need to follow up with Royal Mail. I try to convince her otherwise before being told to stop being aggressive. End of conversation. What to do? I then check with Royal Mail thinking I might be wrong, despite some background in consumer legislation. There it is confirmed that it is the sender of a parcel who has to make any enquiry relating to the failed delivery of a parcel; the recipient cannot do so. Surprise . So much for ‘guide’ training. Might also want to look up the difference between assertiveness (trying to place the factual situation before the argued and incorrect response ) and aggression. Pity all the guide’s managers were at a meeting and could not speak with me, Might also want to understand frustration when a customer is being openly told the wrong information. Not impressed.
Anyway, in contrast, another so called guide arranges for the extender to be delivered when I call the next day; she understands the realities of the situation and apologises for failed delivery. Impressed.
Several days later and my request for a further two extenders (rather than having to wait and phone again for the third) is met with a positive response, rules are bent and two extenders delivered. Again, impressed.
Continued massages to return the new Superhub result in another phone call to EE. Sympathetic so called guide. Cannot understand why EE are asking for the return of the new equipment, apologises, records on the system that the product has been returned (!) and asks if she can help in any other way. I ask to return the three old BT WiFi extenders and she agrees to send a return bag. Once again, I was impressed.
However, not impressed to then continue to receive messages asking for return of equipment from EE before I even receive the new return bag. Is this still for the Superhub or for the BT WiFi extenders? I have no idea…….but will wait to see.
There you have my experience, a mixed bag. Good when it is good, dreadful and unacceptable when it is poor. On reflection I am disappointed at the amount of time I have had to waste in responding to EE’s failures in their own administration and customer service. It should not happen. Combine this experience with the protracted difficulties of getting the EE App to connect to the Superhub and I would say, on reflection, that I regret the move to EE and could not recommend EE in the way that I would have readily done with BT. Such a shame. I wanted it to be a success.
