How do I contact EE by email? I receive emails but cannot reply to any....

[alessandroa]

Hello,

I have been a EE customer (mobile and broadband) for so many years - as it goes - the other day I received an email from EE telling me that I have been out of contract for my broadband for the last 12 years........moreover, if I factor in the years when I was an Orange customer (pre the merger with T-Mobile to form EE....), we are probably talking about more than 20 years with the same provider. 

Am I treated any differently for my loyalty? Not a chance. For being a customer for both mobile and broadband? Not a factor whatsoever.

Nevertheless, putting aside how blind EE is towards a loyal customer, the fascinating thing is that - please see attached - I am offered an 'upgrade' where I am supposed to pay more (£40+ vs the £37 I currently pay) for a broadband package with half the speed of what I - supposedly - get now (10Mb vs. 20Mb).

What am I missing here?

How is it possible that a company that - by now - you would have thought knows a customer like me from so many years (decades, as it goes....) offers such an 'upgrade' actually inviting me to spend more to get less?

Of course, I replied to this email but I suspect EE doesn't want customers to send them emails, just to receive them.

How poor from whoever is responsible for this. 

[XRaySpeX]

eMails could well be slow, not always, but they provide an audit trail . I'd always prefer a convo to be provable rather than hasty!

[alessandroa]

Thank you @Schockwave  - dunno if you did read my previous posts here on this thread, but I do also have a mobile contract with EE  - not that the fact that I have been a customer of BOTH broadband and mobile has made ANY difference or granted me any benefit, discounts or preference treatment throughout the decades (yes, that means a long amount of time....).

There's a saying in Latin "verba volant, scripta manent" = "talk flies, written words remain" - so, while I understand your preference for phone conversations, it's just talk, whereas with an email exchange you can rely on a written thread as evidence as what has been discussed or agreed.

It would be ideal if one of EE's employed staff would have contacted me directly on email and - to be honest - I was hoping that by asking a couple of very simple and clear questions on this forum, someone on EE's payroll would get in touch to discuss the two points I did ask in my first post here, but - unfortunately and rather unsurprisingly - none of that materialised here.

The fact that EE doesn't like their customers emailing them back is surely one related to costs, headcount and organisational staff policies and this was (implicitly) validated by @Leanne_T  response. It's a cost and they can't be bothered to pay their people to look after email communication with their customers. I deem this rather poor from an organisation such as EE. But - then again - as you have correctly indicated "this is how EE works".