Failure to attend as promised

[Tangarreg]

So. Having easily changed my broadband to a faster speed through the local store (done with great courtesy I must add). I sat today waiting for the arranged visit to do whatever was needed to make the switch. I sat and waited. And waited. And waited.

finally checked the order details to find that the visit had been cancelled.

No one had the courtesy/decency to let me know of this. It was clearly more convenient for EE to sit back and ignore me.

When I phone to see what's going on I am told that EE is the best provider for the 11th year running - presumably an internal poll rather than that a transparent customer service review.

I now have another date for a visit. I hold no great hope that anyone will be bothered to turn up for that one either but doesn't it warm the cockles of your heart to know that EE like a pack of hyenas are at my bank account taking the new, higher fees without the service actually being in place.

Shame on you EE.

[Peter_W]

Good morning @Tangarreg 

Thanks for taking the time to stop by and let us know about the experience you've had here. 

I can totally understand your disappointment if you didn't receive any update prior to the appointment being cancelled; this is something we would usually keep you in the loop about via text, so I'm concerned to hear you didn't have any updates. 

It's worth double checking to make sure we've got the right contact details on file for any updates, if you give our team a call they can take a look over this, and check for any further updates on the order too.

Just to reassure you as well, if there's a delay in your service activating, we definitely want to make sure you're not left paying for a service you haven't received. 

Once things are resolved and your service is active, this will be compensated automatically provided the delay meets the criteria outlined here.

Peter

[Tangarreg]

Really? Peter, really? Given that EE have managed to send me multiple texts about my billing since the missed appointment (so have my correct mobile phone number) and have sent emails to tell me that I have changed my contract (so have my correct email) I think we can be pretty certain that the error is not my failure to ensure correct details; it is unequivocally EEs failure to communicate with me. 

Compensation Point 3 covers my situation completely. You might want to add in the delay to enjoying my high speed internet for more than 24 hours too.

Phil

[Christopher_G]

Hi @Tangarreg 

@Peter_W was just asking you to make sure that we had the correct contact details for you, in case there was a mistake on our end. It sounds like those details are correct though, since you're receiving other messages from us.

If you would like to discuss this further, I recommend speaking with our customer care team so they can log a complaint against your account and do their best to find a resolution for you.

Chris