URGENT! How do I get through to speak with someone at EE - RE: Broadband

[Sunny_G]

I’ve recently switched from BT Business to EE, but there’s an issue with my account number / reference and I really need some clarification. Have been trying for DAYS to speak with someone - different days, different times etc. - but the line just rings for 2 minutes then goes dead.

I’ve now received an email saying that if I don’t pay the amount outstanding by the day after tomorrow, my Broadband Account will be suspended…!!! I didn’t get my new router until 16/04/2024 and only set it up the next day on the 17/04/2024 so I’ve had this ‘new service’ for virtually no time at all…!

I’m also having difficulty negotiating the on-line system too - hence the need to speak with someone to guide me through it. 

I can’t tell you how frustrating this is - just how many hours I have wasted trying to get through to speak with someone and really need this sorted as soon as possible before I get cut off through no fault of my own - I can’t be without broadband…!

Does anyone have any suggestions of the best number to contact someone on?

Many thanks… 

[Sunny_G]

@XRaySpeX   Thanks again for your comments and info…

No, to my knowledge I didn’t set up a Direct Debit… My initial EE Broadband Order was taken by an agent over the phone… I have NOT been able to access my Broadband Band Account on-line , so I have never seen a Broadband Bill… 

If I did have a Direct Debit set up, then I wouldn’t have received an email from EE on 6th May 2024 @ 23:34 (!) threatening  to suspend my Broadband. I eventually managed to get through to an agent the next day (7th May) but only by going through ‘New Business Sales’ and then being transferred to the Billing Team - having already tried various different numbers and listening to ‘the usual’ standard messages for most of the previous hour.. It was only THEN that I learned the number of my Broadband Account  (!) as none of the previous communications included it!  It was account no. ending XX13.  IF I already had a Direct Debit set up, then WHY did the agent then take payment over the phone which I had to pay for by Credit Card - for speed - so my Broadband Account wasn’t suspended?

I was placed on hold a couple of times whilst the agent checked with their supervisor and also their Technical Team. The agent was going to guide me through the browser to access my on-line account, but the screen was blank - there were no options to select.  I was placed on hold again whilst the agent contacted the Technical Team, then advised there was a system error and an engineer would be fixing it in the background. There was a fault on my account and the Technical Team would sort it out in 5 to 7 working days. I was also given a Case Reference no. RITM 0445263.
This conversation happened between the window of 5.57pm and 7.12pm on Tuesday 7th May, although I had actually started calling EE from 4.45pm earlier the same day… 

And I haven’t been able to reach ANYONE since - hence my EXTREME frustration. 

I know this isn’t Customer Services, but I’m just HOPING that SOMEONE, SOMEWHERE in authority picks up on this and gets in contact with me URGENTLY to sort out this mess. It makes me look like a ‘bad’ customer, which I am not. All I want to do is PAY MY BILL! Now I can’t even get through on the phone or by text. It’s UTTER MADNESS…! And I REALLY can’t keep taking out all this time to sort it out…

Thanks again for your info and support - it is very much appreciated… 😊👍

[Sunny_G]

Hi @JimM11  … & @XRaySpeX  Thanks again for the info…

Yes, I know my EE Account number, but I’ll need confirmation of the EE Account Number and EE Sort Code before I send my EE Broadband monthly payment into oblivion…!  Or anyone else’s account, for that matter - lol! 

I will try your suggestion:

text HELP to 66033

If you need help with your landline, text PHONE to 66033

But I’m really pushed for time now, so will have to try a bit later as I really don’t have an hour / 2 hours to continue sorting this out at the moment…

MANY thanks again for your help… 

It is VERY much appreciated… 😊👍

And I will let you know how it goes… 🤞🤞🤞

Best regards… 

[Alanstewart60]

I'm trying to top up but by the time I authorised through my bank I didn't have connection to my ee account 

[JimM11]

@Alanstewart60 Follow the link below for your best option.

Contact Us | Help & Support | EE

[XRaySpeX]

@Alanstewart60 : Top up what? You don't top-up a fixed Home BB router.

[RobbieCone]

I feel your pain!

[Peter_W]

Good morning @RobbieCone.

Welcome to the EE Community 👋

What was it you were looking to speak with us about? 

I definitely want to see if we can help point you in the right direction.

Peter

[Guyfawkes57]

This response doesn't help you, just me venting off at EE hopefully. So ages ago I had an EE mobile phone account cancelled over a year ago. I then signed up for EE TV and Broadband and Landline phone from SKY. Big mistake!

I've already binned the TV after 10days, it was rubbish, got SKY back.

So I get text messages telling me my Broadband and landline bill is ready to view. Basically, the app logs in to my old Mobile account (Closed). I can't reset or open a separate account for my Broadband/landline account.

I phone them end up after 47 minutes being "transferred" to there technical department, where after another 30 minutes he hangs up. Suppose that fixed it for him. EE rubbish. Still can't view my Broadband/landline account. Crap service.

[Christopher_G]

Welcome to the community, @Guyfawkes57 

I'm sorry to hear that your call got disconnected. Our Customer Care team should be able to check your account and make sure everything is linked to the new one, rather than the old one.

I recommend getting back in touch so they can do that for you.

Chris

[Neneng96]

I have new contract but my hub is old BT 

BT email 

they wanted their hub back or I will be charged 

So if I send the hub I don't have internet what is ee.doing engineer come  not clear