EE CEO refuses to email me

[quintain]

I am v new to EE albeit a long time user of BT WiFI and landline.

I requested EE CEO assistance by email 48 hours ago

Neither he nor any one on his behalf have replied.

I am expected to pay £80 ++ monthly for WiFI & landline (non-business) on a 24 month contract.

I am receiving many offers for similar/shorter 12 & 18 month service at about £35 monthly.

Why should I continue with this new contract. BTW I am within 14 days of contract commencement.

[Katie_B]

Good morning @quintain. 

Welcome to the EE Community. 

This is something our customer care team who have account access will be able to help with, you can speak with the team by calling us on 150. 

If you are wishing to discuss the price which has been agreed please, give us a call. 

Katie

[bristolian]

Is the monthly charge on your bill, that which you signed up for?

[XRaySpeX]

Which EE BB product do you have?

[Artindoril1]

Honestly, it's a complete waste of time doing that.

I'm trying to upgrade my package, have spent hours on the phone to 150, and am on my 8th order being raised. I clearly have an issue with my migrated account - as orders are being automatically deleted. But I can't get anyone to sort it.

I've had promises of call backs (they never do), personal assurances of getting it sorted, managers with sales support and connections try to sort it, and it still isn't sorted.

The broadband teams are an absolute shambles. Anyone considering migrating to EE, don't. Insist you stay with BT.

[JimM11]

@Artindoril1 Are you still a BT customer at present?

[Artindoril1]

I'm not unfortunately. Completely moved over to EE.

Issue is that my broadband account is completely messed up. Every time the call centre places an order, I sign a pre-contract and nothing happens. Next time I call the order has been deleted out the system with no trace it ever existed. I'm now on my 8th attempt to upgrade my package. Today's assistant promised to work with his manager and back office teams - and I would be kept in formed. Heard nothing since 11am. No confirmation email, no call to say it has been sorted or these are the next steps, nothing.

In fact every time the advisor says it should work, or they'll follow it through, or keep in contact with me by email. Every time nothing. I phone up and go through the same issue all over again. 

I can't get my account escalated to be looked at by the back office teams. 

Honestly the customer service and trouble shooting on 150 is absolutely abysmal.

I can't fault the mobile teams, but broadband is an absolute shambles. In fact I would say it is worse than when BT looked after the broadband side.

[Artindoril1]

It's at the stage I'm sick and tired of dealing with 150 and I have no faith it will ever get sorted.

Have emailed the ceo and copied in BBC watchdog. But I doubt it'll make a difference.

[Artindoril1]

Well seem to have light at the end of the tunnel.

Lewis on 150 managed to get a lot sorted (shame it took 9 phone calls to find someone), and the exec complaints team followed up this morning.

Still have multiple EE id's that need merging. But hopefully that's it ...

[Peter_W]

Thanks for the update @Artindoril1.

I'm glad to hear that you've managed to make some progress with Lewis and our ECR team. 

Please keep us posted on how things go, account merge requests do take a bit of action by our back office team, but I'm confident they'll keep you updated on how things are going.

Peter