Background: My father (88, with heart failure, cognitive decline, and kidney failure) was sold a digital home phone service by his local EE shop in July 2024. Since then, we’ve encountered ongoing, severe issues with the customer journey and service reliability. Despite our efforts, the digital hub frequently requires restarting as calls are often diverted straight to voicemail. Additionally, the current 10-second ring time is insufficient for my mother (who has mobility challenges) to reach the phone in time. I’ve been informed that 10 seconds is the maximum allowable ring duration.
Key Concerns and Requests:
Revert to Non-Digital Service: Is there any possible way to switch my father’s service back to a non-digital landline? If so, I’d appreciate any guidance on initiating this change. The digital service is not fit for purpose for my parents.
Escalated Formal Complaint: I want to file a formal complaint that will reach someone in EE who can directly address and resolve these ongoing service issues. The major problem we have is that once one problem is sorted, another crops up or reoccurs. It is getting to the point we have no confidence in the very pleasant people on the other side of the phone actually solving the issues for good.
Alternative Support Access: Given the unreliability of the current setup, can I use my mobile (connected to my home phone line) to contact EE's tech team? Currently, I am making a regular 1.5-hour round trip to troubleshoot these issues, via my dads mobile phone which is unsustainable.
The situation is critical due to my father's health condition, coupled with recent family events. The unreliability of this phone line is adding unnecessary stress, particularly as it failed during a critical time when my aunt needed to contact my parents. I am at my wit’s end and urgently need a viable solution.
