Very similar story here. Back in February I finally gave in to the barrage of emails I'd been getting from BT telling me that all residential services were gradually being moved to EE, which was far better (faster, friendlier, etc, etc), and moved my bradband, mobile and BT (TNT) Sport over to EE, even though I was perfectly happy with BT who had provided a perfectly acceptable service for years and who I'd only needed to contact once a year when trying to geotiate down my annual charges - all through a single point of contact. I was assured that as the EE handover was little more than a rebranding exercise it should all be painless (ha!).
The EE experience to date has been like dealing with a start-up company who have bitten off more than they can chew. The mobile switchover was eventually successful, though a bit fiddly after I'd inserted the EE SIM and had to phone support to activate the account. But the broadband and TV became (and still is) a saga of frustration and incompetence. Nothing happened for weeks, and then eventually I received a few emails (to an incorrect email address) telling me I was now an EE customer, though nothing seemed to have changed, and according to my logins via the app and via my laptop, my account was not linked to any services . Over time I eventually received a new router and a mini-box for TV (after they'd incorrectly sent me a recording box I didn't need) , and I do have working internet and TNT TV services. But despite multiple phone calls (all dealt with politely and to the best of the call-handler's ability) all have proved ineffective in getting my account active, in fact I now get the message "Account Closed" on logging in. (I also gave up my landline to keep the charges down to what they had been with BT.)
So I can't see what services I have, or what the payments that are taken out of my bank accoung represent. I was concerned that my mobile charges were £2.50 a month more than I had verbally agreed at the start of all this, only to be told that adding this on is the "default" so that you can see your itemised mobile bill; that always came free with BT, and I can't see my EE bills anyway! So that has now been knocked off, but no offer of refunding the £7.50 I'd paid over three months. Also I'm told that mobile has to be a separate account to broadband, so I'll need two separate logins - crazy stuff.
On yesterday's phone call to the mobile team I was assured I'd get a call back from the technical back-ffice team. Of course that never happened.
I'm going to put these problems in old-fashioned writing to customer services with a deadline for sorting them out. No disrespect to the call handling team, but they obviously are swamped with unhappy users and don't have the training to talk technical, and anyway it's obviously broken. A classic example of rolling out back-office sofware that hasn't been properly tested, especially the user-experience.
AAAARRRGGGHHHH!!!
