Agree wholeheartedly. I have made complaints but they are just shut down with a text stating that the complaint has been resolved even when it hasn't. I have made numerous calls to EE and the last two were obviously to people way out of the UK with difficult accents to understand. All I want to do is negotiate a better new contract but my present contract doesn't end for about ten days. I had been given a date for the digital upgrade but was told that as that was considered 'an order' I could not negotiate a new package at that time. I also decided that I needed an engineer to come and sort out the digital service as I was not confident in doing that myself. I had a think so the following day I cancelled the digital upgrade and tried to negotiate a new package. I was given a price that was more that that being offered to new customers by about £50 more that for new customers. However, I was then informed that I had to take the deal immediately but I could not find out when an engineer would be booked for the digital changeover. I had not realised that for Full Fibre an Openreach engineer would need to visit and carry out drilling holes, etc. I therefore said that I wouldn't make the deal today, particularly as it was 4.40pm and obviously engineers are not sitting there on tap. I decided to phone again to speak to someone else who might be able to provide more information but it got worse as a new package for offered at a much higher price and also no ideal of when an engineer could be booked. I wasn't asking for a specific date, but some idea. I didn't take the offer as I can obtain a much better offer elsewhere.
I asked to speak to someone else as I wasn't satisfied but was told that there was no-one available. I then received a text stating that 'as you are out of contract an engineer cannot be booked.!! As i am still in contract this is nonsense. I had assumed that the same engineer could be booked to do the digital upgrade and the Full Fibre Upgrade but I can't get any sense out of anyone. I have checked my online account - I don't use an app and don't wan to - and can see no offers for when my contract ends, which I understood should be provided about 30 days before my old contract ends. I just get a message saying to telephone. Ha ha! So I am now back to the same negotiating and I had no idea that even when out of contract I have to give 30 days' notice to leave EE and in the meantime they can charge some huge sum on a rolling basis.
It seems to me that EE treat us a locust fodder by making it impossible to find out exactly what is happening or offering new contracts 30 days before the old one expires so that even if we do want to leave we are then trapped into the 30 days' notice senario.
If EE is so great I have to ask why they are paying toward exit fees of new customers, offering much better deals while keeping the existing customers locked in over-priced deals and making it impossible to actually speak to anyone who cares a toss. Even the emails kindly inform you not to reply as they won't be looking at your email, but there is no other email address you can write to. Oh yes, you can print out a letter, put a stamp on an envelope and pay for first class recorded as proof of arrival but they want you to use an app for everthing!! So existing customers are actually paying for incentives for new customers and the endless unresolved complaints continue.
The problem is that EE and BT has a strangelhold and if the Offcom and the Competitions Commission or whatever it's called, had any teeth, this would never have happened. The £1m fine was a drop in the ocean for EE and has made no difference whatsoever. So where is Offcom now? And don't bother going into one of their stores. I wanted to but a new phone and all I got was rudeness and the worst shopping experience of my life. I have to write this here as perhaps some members of the public will read it and realise what they are getting themselves into when they join EE. At least Katie from EE will read it, but that's not worth anything. But beware, there are others out there who will put a nasty insulting reply to add to the appalling lack of consideration for customers.
Oh and neither my online contract page nor any emails contain my account number and every time I attempt to find information I get a message stating that it's not available at that time!
