Setting up a new Fibre Broadband.

[BarnacleBill7]

I wonder if I am the only one who experienced great difficulty in trying to get satisfaction from the various departments that run the company from a setting up new contract for Fibre Broadband and Landline.

What happens to the operatives who have made glaring errors, omissions, and have altered  records without my authority. Today, by accident I find that I cannot ring my landline number, my wife tried as well with the same result. We generally use our Mobiles or communicate with WhatsApp.  I phoned the EE helpline number---eventually get through. Explained the situation. I was told by the EE operative who was checking my identity that I was using a different phone to my registered Number. I said "No" that this was my landline phone and original phone number since I joined EE in 2013. Aah! your number is down here in the records as ****** your new number.  The number you say is yours was changed on August 4th 2025 when you changed from the old account using copper cable to the new Full Bibre 150. 

So, lots of calls have not come through. Explains the cancellation of my payments via standing order through to my Bank. Lack of records at their end of all my calls (many-- some of an hours length). And why it was very difficult to confirm our identity when paying for a stay for an upcoming holiday which was booked through the original landline No. That together with a malfunctioning Website that is now only partly working after a month plus, showing that I have now paid. But only shows my previous calls up to August on the old system. That is despite promises that BT could fix it as EE could not. (They did try-- Honestly). So as many  calls have ended  and promises have been made, no- one checks to see if the customer is sorted and the glitches  and complaints have been rectified. Perhaps the only answer is to write and complain  to the top a Senior Manager.

The sting in the tail from the operative this morning was: You might not get your number back! Now-- how many firms, Legal; Financial; Social; Media, Environmental and friend and family have my number. Aaaaahhhh!!!

[JimM11]

@BarnacleBill7 30 day limit for the old number to go back into a pool for re-use, so if someone else get's it then it is gone forever too you!

[Christopher_G · Accepted solution]

Hi @BarnacleBill7 

Welcome to the community.

This isn't the type of experience that we want our customers to have, when joining EE.

If you fill in this complaints form, a dedicated team will look into the whole situation and contact you directly to discuss it.

Hopefully, they can help find a resolution.

Chris

[BarnacleBill7]

Hi Christopher_G

Thanks for your reply. I certainly will fill in the complaints form. It will obviously take some considerable time as I have a long list of problems that have gone wrong from the very start. Unfortunately as I cannot access my records of all my calls since EE changed my number, it is my word against yours. I have some records of notes that I made at the time with various people from the many Call Centres around the British Isles also Operatives working from home, ( Just a minute Mr. Davies I call my Manager at the Office!). I think personally that nobody really cares, and that once the call was made the form is ticked and on to the next customer. There is no follow through at all. I wonder if the CEO was told that she had lost her Number and then had to recontact everyone she ever knew. 

When I asked yesterday of how do I complain as I think this is very serious. I was told to go to the EE Website and find the address under the Help section and write a letter or email. Not that the system is broken and you need to get help from OFCOM.

We will see what happens.

[BarnacleBill7]

Thanks for vital information.

[XRaySpeX]

You'll get no help from OFCOM as they don't handle individual complaints. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .