Hi - reaching out to try and find a resolution to current situation with EE.
When taking out a new phone line with EE online team (3rd on account), I was asked by the agent about my tv and broadband package, to which I told them I was in a current contract and did not wish to discuss. The response from the agent was 'ok but with 3 phone lines you will save £60pcm by switching to EE and we will buy out your existing contract' (summarised but i have all chat logs to confirm this).
I was interested as this obviously would be a huge benefit so went through the package I currently had with VM and discussed prices - in the end the package for BB and TV ended up at a similar price to VM and I was to save £60pcm on my phone lines - no brainer I thought. We proceeded with the sale - not before sorting out the new mobile contract first.
On monday this week the engineers came out and installed the hardware for BB, once they left I went through the online chat to confirm the discount would be added to the account and nothing else needed to be done on my side to claim my 'EE one' benefits. Imagine my surprise to be told the discount wasn't applicable but I would be eligible when I upgraded each of the account as it only applies to contracts taken out AFTER the BB package is live.
As I said the agent had allowed me to take out a new contract minutes before the BB as well as being able to see that both of my current lines were upgraded 8/9 months ago. I immediately raised complaints and for the past 24 hours have spoken to multiple agents through both online and telephone conversations to be told I must wait for the resolution of the complaints for the outcome.
I have reached back out to VM to reconnect my account to be told I couldnt as it had already been disconnected with the switch to EE - incurring an early termination fee which I expected EE to cover. We have had to sign up as a new customer using my wife's details and now my package is more expensive than it was originally before the switch. I have had he hardware/wiring etc fitted to the external and internal walls of the house having to drill a new hole in the wall to run the cable - none of which I would have done had the agent been honest about the deal I was signing up to as I was happy with VM as my provider.
On top of this on the most recent call I was told while waiting for the VM switch back to happen, I am going to have to pay for the BB supply I have used in the interim and to add insult to injury - EE have already generated a monthly bill which is due to be taken on 30th July.
I am not happy with the customer service whatsoever at this point, and want this sorting ASAP and feel it should be at no cost to me whatsoever.
