Rant incoming - apologies

[Minkey1]

Another week. Another example of what an absolute sh*tshow EE is.

I've written at length before on my deplorable experience, over the last 6 weeks, transitioning from BT to EE .

Each service has had issues. 

Broadband: WiFi Controls wouldn't work. Extenders wouldn't pair.

TV: Agreed new deal, wasn't told I'd be put on Netflix with ads.

SIM onlys: Successful  porting required manual intervention. Wasn't told new plan would be throttled. Have to wait 3 months "for security" before our 2 phones can be merged into the 1 app with our BB and TV. 

Pd first month BB and TV, and gave details for DD's for the phones, even tho an EE DD already existed. No phone bill yet. They're apparently on separate accounts. The only login for EE I have shows only the BB and TV. No idea how I'm supposed to access the phone accounts.

After hours on 150 I escalated it to a complaint to CEO level. Exec Complaints did pick it up but I had to speak to each product area, and sometimes several different people in each area.

On the phone side, agreed new deals verbally with a less restrictive throttle. Had nothing in writing.

Around the same time, agreed £20  credit on ea (2) phones with someone else on Mobile Complaints, confirmed in an email, as compo. This is in addition to a £50 credit for BB compo.

New phone plan kicks in today.

AND EACH PHONE GETS A TXT SAYING THE £20 "DISCOUNT" HAS BEEN CANCELLED, DUE TO A CHANGE ON YOUR ACCOUNT.

FGS. I've had my issues with BT over the 50yrs I've been with them. But nothing like the sheer incompetence I've had from EE.

This is without doubt the worst experience I've ever had with a service provider. Worse than Vodaphone, and that's saying something. As soon as I'm able I'll go elsewhere and give someone else my £100pm.

Another CEO complaint outgoing.

If my experience is typical, or even simply common, I think BT will rue the day they decided to force the consumer side to get lost.

What an absolute shambles.

[Michael_D]

Hi @Minkey1 

I am sorry to hear that this has been your experience since the start of your contracts.

It can be that the discount needs to be removed when a plan is changing, which then triggers the text, and then it would be added again.

Are you able to login to your EE account to see if the discounts are showing again in the Plans and Subscriptions section?

Michael

[Minkey1]

Thanks Michael. The only EE login I have shows only our BB and TV - either via a browser or the app - under Plans and Subs. The phones were set up under separate accounts and despite being a BT customer for over 50 yrs with a perfect pymt record, I have to wait 3 months before I can ask for the accounts to be merged, so I can see and manage everything in 1 place, as I could do with BT without palaver. I cannot access the phones. I’ve had nothing to say the credits will be reinstated under the new plans. I’ve had nothing in writing at all. Not been billed on the phone side.

The credit wasn’t a discount. It was a one time deduction as compo. We buy our phones, so have SIM only. But as I say, although the porting started 5 or 6 weeks ago, I’ve had no bill yet. BB/TV I have, and paid.

Thsnks for taking an interest. I’ll resurrect my CEO complaint today.

[Minkey1]

Just got a txt. Follow the link, it opens the app at the page to link products. I do the routine which I’ve done dozens of times before. Same result. “This phone is already linked”. But I can’t see it in the only EE login I have. 

So I try txting BILL. And get a random figure which doesn’t match the plan.

The band strikes up, and the circus rolls on.

 

[Leanne_T]

Hi there @Minkey1 

Thanks for coming back to us. 

If you get in touch with the complaints team and let them know you have received this text message and they will get this looked into for you. 

Please keep us updated with how you get on 🙂

Leanne. 

[Minkey1]

Thanks Leanne. Done it. Waiting to hear.

[Leanne_T]

Thank you @Minkey1 

Speak to you soon 🙂

Leanne.

[Minkey1]

Hi Leanne

Prompt response from Exec complaints this morning. Profuse apologies as usual, cancellation of one-off discounts is "system generated" (but the system can't generate re-confirmation under the new plans?), some £numbers quoted which seem to imply more compo, but absent any comprehensive bill or access to the phone accounts I can't see how they're derived. Apparently I've been put on free paper billing. Yet to arrive. Nobody can explain to me how I access the accounts online.

The opportunity has been taken once again to make the point I'm a new customer. In a way, this rankles most of all. BT have made a decision, they want this to happen, but without background some (thousands?) of customers will simply assume this is not much more than a change of logo. It's a disgrace. I've got to prove my creditworthiness (but not on the BB/TV side, where I spend far more?), and once I have, I've got to descend the Seventh Circle of Hell that is 150, in order to get all my EE stuff together, as I had w BT for years. Nobody can diary it. I have to do it. I'll come back in February, and tell you how that went. I'll certainly be sure to let Axxx Pxxx in Exec Complaints know. I can see it now.

I quote:

"I've previously explained that you can get both numbers merged on to the same account, however for a credit history to reflect with EE, they'll have to be left as separate accounts for now for a minimum of 3 months. Once this time frame has passed, I would recommend calling 150 and discussing merging your mobile accounts with our team."

Mike (very pi55ed off)

[Minkey1]

Had phone service for 5 weeks, but still no paper bill, or any itemised online bill I can d/l. Not listed in the app, or a browser.

I have the phone account numbers.

Can anyone suggest a way I can access the accounts online?

The only EE un/pw I have takes me only to our BB and TV products.

🤷🏼

[Peter_W]

Hi again @Minkey1.

I can see from your recent threads that you've had quite a bit of trouble with your account since making the switch from BT, and if you're unable to see your mobile details still we would usually get you set up with paper bills. 

Depending on when the bill is produced, we'd absolutely expect you to see these come through.

We wouldn't be able to set up any alternate online means for providing these, though.

Peter