I have been a BT customer for over 20 years. My contract had finished and I was persuaded to migrate to EE. I wasn't sent details of the agreement or how to logon. Took 2 calls lasting 30 minutes to sort, but then I couldn't access my bill, subscription or orders. Still can't. No one can.
Complained via a form but was taking too long. Another call of 40 mins during which I was on permanent hold for 15 minutes and I had to hang up. The 14 day cooling off period was still valid so I was going to leave due to the hassle. However, another call (31 minutes) to tell EE this got me through to the Loyalty department and a good deal was agreed via this team. Someone was supposed to call me back a couple of days later, but they never did. In a further call to customer services (43 minutes) I was told they would get the person who offered me the deal to call me back. They didn't!
In yet another call (46 minutes) I was again offered an even better deal to stay with EE. The contract summary was emailed to me and I was quite happy with it - until I received an email saying my order had been cancelled. Of course I phoned (15 minutes) to check it was not the latest order. Turns out it was along with the first. "All orders have failed" I was told. Fuming is an understatement!! The last man I spoke to was "going to do what he needed to do" to sort this and get back to me in a couple of days. I won't hold my breath.
Although everyone I spoke to over a fortnight (and more than 3 hours of calls) was polite, EEs customer service and loyalty teams are useless. No continuity; retraction of agreements (lies?) and extremely poor communication. No one seems to know what they are doing and their website doesn't deliver either. I have given EE more than enough chances. So now I have left for another provider. DO NOT CHOOSE EE!!!
