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? 😕

[Minkey1]

@GfK1 

I'm in a similar position. From 1 account, 1 bill, 1 app with BT - covering BB, TV, and 2 SIMs - I now have 3 accounts, 3 DD's, 1 app covering only BB & TV, and no access to the phone accounts. I've been told by Exec Complains that for "security" (they mean, paying a few bills) it'll be back end of Q125 before everything can be merged. From what you've now said, I'm not sure even that will happen.

I realise that community forums like this aren't necessarily representative of the overall customer experience, but a quick read of posts here shows frequent problems with porting mobile numbers, online orders for services and products, and of course, BT>EE transfers. It's across the board. Little wonder EE rate Bad/1.6 on Trustpilot.

I'm committed now. I only hope that in 2026 I can find a triple play provider with integrated customer service, instead of a "computer says so"mentality.

What a complete shambles. 

Ah well. it's Christmas. Yo ho  ho.