I was wondering whether anyone else has experienced the dreadful level of EE customer service that I've experienced.
I placed my EE order for TV & Broadband in October 2024 (18 months ago) and after a couple of visits from Openreach engineers the service became operational in November 2024. The picture quality compared to the VM service we'd had for over 20 years seemed good quality although some aspects of the service (like the router controls in the EE app) have never worked. As the weeks went by I was concerned that I was not being billed for this new service and contacted both EE Service & Sales about this a number of times. Whenever I did was told that the issues would be resolved, I should not be concerned as I wouldn't be billed retrospectively and would I be interested in buying additional EE services ! As a long time Orange/EE mobile customer I already have the SIMs I need and got to resent that whenever I called about this EE issue it was turned into another EE sales opportunity. Last month I did get a call from somebody in EE who phoned me to tell me that I hadn't been billed since my contract started but this had been resolved and that as a "gesture of goodwill" I would only be retrospectively billed for the last 3 months. Although this is inconsistent with what I had been told I accepted this and recently received my first EE Bill for nearly £300.
Whilst I don't have an issue with paying this, I do have an issue with finding out (and NOT being asked) that I've been entered into a new 24 Month contract. I did not at any time consent or agree to this. I don't know that I want to commit to EE for another 24 months given my recent pitiful experience of trying to get Sky Sports added to the TV service. I do not expect to be kept waiting over 2 hours on phone calls to resolve the issues with the commissioning of this service - It hasn't been actioned to date and I expect the next discussion (which will undoubtably turn into another EE sales opportunity) will be about me being charged for a TV service that EE has not delivered. If what I was requesting could not be actioned (to add Sky Sports to an existing Sky Entertainment package) then all EE sales staff should have sufficient training to be aware of that. I was promised a call back but that has never happened.
It's becoming clearer that EE are not a customer focused organisation and I dread contacting them for anything.
