Digital Voice

[Hypnotist]

I'm here asking if anyone here can help if anyone from BT/EE monitor this community?

I was a long standing BT Customer for over 25yrs with broadband,tv and phone, BT lost Eurosport so I changed for 3 years to Sky. I rejoined BT/EE and went live on the 10/09/24 with the same package as I had with Sky, Broadband, TV, Tnt Sports and Digital voice. The Broadband went live on the 10th September with the TNT Sports package, the Digital Voice didn't, this is where the problems started ! Its now 9 days later and I'm still without a Phone and must have spoken to everyone in EE, well it felt like it. I have been promised dates  and given ref numbers when its going to start and people were going to ring me back with updates which to date hasn't happened. I keep getting fobbed of with we've passed it to our offline team (3-5 Days twice) and nothing. I had a perfectly working Digital Voice service with Sky up to the 10Th September. I'm shocked by how by the service is with EE, no calls back and tomorrow is day 10. If I try to ring out I get the message were sorry your having trouble, If you ring the temporary number assigned till I get my old number back it goes straight to EE answerphone.

I have sent 2 emails to Complaints at EE and no one even replied, Bt/EE control the network how on earth its such a problem to connect Digital Voice is beyond me, I'm regretting leaving Sky, why is the Customer Service so poor.

If anyone from EE/BT reads these community pages and can sort this mess out please contact me

Thanks

Dave

[Peter_W]

Good afternoon @Hypnotist.

Welcome to the EE Community. 

I appreciate this is far from the experience we would want when someone joins us, and I'm concerned to hear that you've not felt supported when reaching out to our team too.

Just so I can be sure where we're at with this one, can you please let me know what email address you've sent your complaint over to, and when you sent this?

Also when did you last speak to us, and what was the last update you had?

Peter

[Chris_B]

@Hypnotist  You have plugged your phone in to the router via the phone port on it ? 

[Hypnotist]

Of course we had digital voice with Sky before, and tried another phone same result

[Hypnotist]

email to ****************

last spoke to someone this afternoon its ongoing with no end in sight seems no one knows?

[Chris_B]

@Hypnotist  Had to check as some are complaining it’s not working because they haven’t plugged it in to the router but the wall socket. 

[Lesley_W]

Thanks for your reply @Hypnotist 

I'm not able to see that email address. Was it one you were given by a guide or did you get it from our complaints code of practice?

When did you email them?

Lesley

[Hypnotist]

email on the Complaints code of Practice Lesley, emailed them on the 18th and 19th of September no response to either

[Hypnotist]

Update.

Seems its gone to the offline team again, for the 3rd time and now because they are busy (Not a good sign) it 10 days wait now, and a  complaint has been raised

I work with computers and networks, I have the impression the right hand doesn't know what the left is doing, How hard can it be to switch on Digital Voice? I'm surprised by the number of Customer Services People who said leave it with me I'll ring you back with a update, even sent me a text message with the time confirmed, nothing no calls back ! So far I have found the response to be disappointing and ongoing far to long. The last customer service contact tried to get me to change my Mobile Phone over to EE, I said not a chance you can't get Digital Voice on my landline, now you want me to change my only means of contact to EE.

[Christopher_G]

Thanks for the update, @Hypnotist 

Please continue to keep us posted. Hopefully, it's resolved soon for you.

Chris