I had EE fibre installed last week, it works fine but...

[Jamsa]

Had fibre installed last week, appears to be working fine *.  App installed and verified. But... 

I received an email from them a few days ago to say here's your first invoice... Link doesn't work. 

I go to app and it's just shows "can't show you your account right now" what we owe is zero but the email asks for £40+... 

I phone them twice last week, they said they had to merge accounts because they created the account wrongly at the start using a typo in the email address. However nothing has changed! 

*Also I ordered 1gb speed but am speed testing that shows just 100Mbps is that right? 

[Lesley_W]

Hi @Jamsa 

Welcome to our community.

Did our team give a timescale for how long it would take to be corrected?

Was your speed test a one-off or have you done any since and had the same result?

Lesley

[Jamsa]

I was told last week within a week, but today was told it does not include weekends and it should be 7 or so working days.

Speed test shows the faster rate currently 548MBps so hoping it will improve further. 

I can't use the app and cannot order the sim cards etc for phones to take advantage of the discount offered. 

If it is not resolved by Monday I shall not be happy. 

[Lesley_W]

I'm sure out team will be working on getting this resolved as quickly as possible @Jamsa 

I hope you get an update from them soon.

Lesley

[Jamsa]

I was told last week it should all be sorted by today, it hasn't so as we are within the 14 day return or cancellation period, and I think we should either cancel or escalate a complaint as clearly we are being fobbed off or given false promises. Getting nowhere.

I a queue on the phone to accounts, response is "all our guides are busy but you should receive an answer in 1 minute" lol 6 minutes later I'm still waiting... 

Fed up with EE already! 

[Peter_W]

Thanks for the update here @Jamsa.

I can totally understand your disappointment if this hasn't been resolved as quickly as expected, but if you speak with our team they'll be best equipped to advise you where we're at with things, and review all of your options moving forwards too.

Peter