How do I make a complaint?

[GfK1]

I recently migrated from BT broadband to EE and to cut a long story short, they've made a right proper balls-up of it.

I initially made the switch online via my BT account, set up the direct debit, job done. Or so I thought.

After a few days I had received no confirmation whatsoever. No pending orders on either my BT or EE accounts, so I went on EE LiveChat and spoke to Kieran - he told me there was no pending order and he'd do it for me. So he did.

A few days later I received my SmartHub Plus, Wifi Extender and Hybrid Connect. All set up and working. Happy days.

The next day I received ANOTHER SmartHub Plus. I separately received a returns bag, and used it to send back my BT Hub, BT Wifi extender and the second EE SmartHub Plus.

At this stage, I am receiving threatening calls from BT's automated service, saying I have missed a payment and must do it via that service otherwise they'll cut my broadband off. I am NOT giving my bank details to a machine that calls me out of the blue! Also, I have a direct debit. I'm not the one who's missed a payment! I am also receiving demands to return old kit before I get charged £85 for the hub and £30 for the Wifi extender, which I've already returned and confirmed received back on 4th November!

This whole thing has turned into a complete car crash. I can't get any sense out of anyone. My EE account says I can't view my broadband bill until all my services are up and running (which they are, and have been for three weeks now).

I've been on Livechat again and apparently I have TWO accounts, and the person I was talking to couldn't resolve it so said he would pass it to back-end tech support who would resolved it in 1-2 days. That was now three days ago and I've heard nothing.

I don't WANT to have to have to make a complaint but I am at a loss as to where else to go with this, other than Ofcom.

I've lost all faith in EE. I feel like I'm screaming into the wind and getting nowhere.

Help? 😕

[Chris_B]

@GfK1  You can make a complaint HERE  but just to inform you Ofcom don’t deal with individual complaints  

For you to receive two routers it sounds like your first order did go through and you got sent a returns package for that order but because you also called and a 2nd order was made you received a 2nd router but this will have triggered a request to return a router that you returned because of the first order being made.     The returns package you received has a code on it and this would have been scanned on return but because no other router was returned because of the 2nd order your being requests to return a router.     It’s highly likely that this is the cause of the issue 

[Minkey1]

Join the club. All that sounds depressingly familiar.

https://community.ee.co.uk/t5/SIM-cards-Porting/BT-to-EE/td-p/1458333

Getting nowhere, I complained directly to BT/EE CEO's.  C/B's started the next day.

BB sorted out, except 2nd wifi extender won't pair again after they did a remote reset on the router to get WiFi Controls working.

TV, I'm resigned to paying slightly more, but now have NF w ads. I can pay more again and remove them. Jury's out.

Phones. I have to wait at least 3 months before they can be added to the app w BB/TV, ie same functionality I had w BT. Despite being a BT customer for decades, I have to demonstrate financial probity. I've given up fighting that.

Running at £90 compo so far, yet still wishing I could turn back the clock to a trouble free experience.

Good luck.

[GfK1]

Thanks @Chris_B - I put a complaint in a few days ago but forgot to reply here. 🤔

I agree with everything you said. But it begs the question; when I spoke to EE, why did they have no record of my order and consequently put a second order through? I appreciate that's something only EE can really answer. We can only guess.

I haven't had any more disconnection threats so far, and I still have broadband. Nobody's taken payment so far so... I dunno... the ball's in your court, EE.

[GfK1]

Update: This morning I have received ANOTHER threat of disconnection via an automated service from BT.

I am at the end of my rope with this. It's clear that, so far, and despite me contacting them several times, EE has done absolutely nothing.

If anyone from EE is reading this, sort it out! You have no idea what stress your incompetence is causing.

[Minkey1]

ceoemail dot com is your friend.

I got action after emailing BT/EE CEO’s.

Even then, it’ll be after New Year before I (🙏🏻) get back the 1 app 1 bill functionality I had w BT.

Good luck.

[JimM11]

@GfK1 It is certainly looking like the computer system for your account or account's is well messed up, have you called EE CS direct and spoken with anyone to have them take the direct look at it? Also had a quick look at your bank account to confirm payments are as to what you have expected etc.

[GfK1]

I emailed my complaint to EE. I got a reply asking for 'security clearance' from BT. That was three days ago.

Today, my services have been cut off.

I'm calling them now. If my services have not been resumed by the end of the day, they can shove it. I'll go somewhere else because this is beyond a joke.

[Minkey1]

You have my sympathies, if zero practical help.

I wonder when the penny will drop at Group Executive and they realise BT>EE migration has to pause till an effective process is in place?

[GfK1]

Just an update on this.

EE complaints told me to set up another EE ID, which they helped me to do, and moved my broadband service to that. She also said that I could then link my EE mobiles to that new account. I couldn't do it there and then because I was in a bit of a mobile dead spot and internet access was poor.

I tried later and no, you can't link them, because they're already linked to my other EE ID!

So I now have TWO EE IDs - one for broadband, and one for our two mobiles. After again being on livechat and being told they'd need the tech team to merge the accounts, I heard nothing. Again, I had to make a complaint to get anybody to respond.

It turns out that there is literally no way EE can currently merge products from two separate EE IDs. Their system does not cater for it. It is impossible. My phones cannot be unlinked from the old EE ID, either.

So... I'm stuck with two EE IDs now. Far from ideal.

As a side-note, I'm also finding EE's DNS servers to be up and down like a tart's knickers. And I can't change to custom DNS settings in the router! I've swapped to GoogleDNS in my laptop settings and things are much better but it's a pain when I'd really want literally everything to use GoogleDNS instead of the hamster-powered effort EE seems to provide. Plus if I don't use EE DNS, I can't even access router settings at all.

This is just a moan/rant. I realise that my options are to either to put up with it, or get an aftermarket router but then I have home phone as well so either way I'd still have to use this POS EE router as primary.

My chosen option is to sit out my contract then go elsewhere.

Totally dissatisfied with EE. There was none of this crap when I was had my BT router/account. It's been an absolute balls-up from start to finish.