Primary Carer advice - Need to email EE for Broadband help for my Dad

[Villordsutch]

Hello,

I hope someone can help me here.  I'm my dads primary carer, and today, after I did his shopping, he told me his Ring Doorbell had stopped working. This then rolled into him also telling me his Alexas weren't answering him either.  A quick look at his EE router (a black one), and I could see there was an orange flashing light right in the middle of the unit.

So, I turned it off.  Left it for the normal thirty seconds.  Turned it back on, Green > flashing orange.

So, then off again, unplugged everything, and waited two minutes.  Same result. Orange Flashing light.  I think the router is possibly knackered.

The issue here is my dad can't ring up and speak with someone, he suffers from Alzheimer's, and I'm his primary carer.  So, I'm hoping there's an EE email address I could drop a message to, similar to United Utilities, where I could let them know a) of my dad's medical situation and b) of his current technical problem. 

Does anyone happen to know if there is such an email address?

Thank you

[XRaySpeX · Accepted solution]

EE provide no email contact.

If it is a neighbourhood issue, you could consult Check service in your area  to see if any faults are being attended to in your local area. You may also Report a Problem there.

Have you reported your problem with your BB to EE? They can't do anything about it until you do. Text HELP to 66033 to get EE to test the line & see what needs doing.

What is the name of the EE BB plan are you on including its speed? Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?

[JimM11]

@Villordsutch No E-Mail and you are currently caught in limbo land with it, EE CS will not deal with you at all, if your dad has a mobile that is connected to his account then do the HELP to 66033, this will kick off EE looking at the connection by testing all the way back to the EE Hub and seeing if anything can be found.

Also linked below you will find the current EE Hubs, so take a look and see what one you have.....

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

Router may be fine and your line is bad or down or EE/OR have an area fault that can knock out ALL the broadband connections AREA wise.

This is what you need, how you go about it will be the hard part....

Vulnerable customer account help | Accessibility services and support | EE

[Villordsutch]

Cheers both, when I go around next, I'll get him to text EE on the number you've shared here.  Then hopefully either it finds or fixes, that or it starts the ball rolling to get a new one.

I may end up going to an EE Store to see if we can get me added as a main contact too.  

Thanks again for the number and the link.

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it soon gets sorted.

An EE Store will not add you to the a/c w/out your Dad being there. The A/c Holder can call CS to appoint a 3rd-party to handle day-to-day aspects of their a/c over the phone with CS on their behalf. They will not be cleared to affect contractual matters, like cancellation or upgrades.