EE disconnected my home phone by accident and can’t reconnect it

[Cotswolds3]

I phoned to renew my contract for Broadband and Home Phone over a week ago. The contract was generated but showed my original Home Phone 700 minutes a month package which is now discontinued as well as the only one which is available now- unlimited minutes. The agent said he would cancel the 700 minute package and put me on a Pay per Minute one temporarily and asked me to call back in 3 days. Agent’s name- Ali in the DI dept. I called back and the system still showed the 2 packages when the agent tried to re-do it Once again I was told it would be sorted. I heard nothing so phoned again and spoke to Richard and he said he would remove the Home Phone completely but didn’t tell me I would be disconnected as a result. I rung back on my mobile and spoke to Jas who said she would sort it out but I am still disconnected.the next person was Anthony who has filled out a form, but I don’t know what this was supposed to do. Again I have heard nothing and am still disconnected. At this point I am thinking of cancelling my contract completely. 

[XRaySpeX · Accepted solution]

@Cotswolds3 : You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[Cotswolds3]

Thank you for the info. I am not going to wait for 8 weeks without a phone and will move to another supplier if they haven’t reconnected me within 2 weeks. I had trouble with their system when they merged with BT and wonder if that has something to with this. I have been with EE for 19 years at my current address.

[Leanne_T]

Hi there @Cotswolds3 

Thanks for coming back to us. 

I would advise getting back in touch with our broadband tech guides to see if they have any update. Or, you can complete the online complaint form and one of our executive team will get the account looked into and contact you with more details. 

Thanks. 

Leanne.

[chrisjp1]

This is a good illustration of all that is wrong with EE's and BT's customer support. When you call them with an issue, the agent who responds should then "own" this issue until it is resolved.

Instead, the agent takes one action and then assumes their duty is complete. When this action does not resolve the issue and  you call again to enquire about progress, you get a completely different agent to whom you have to repeat the description of  your issue and he/she takes another action that is likely to be different from that taken by the first agent but again does not resolve your issue. So you call again - and again - get multiple agents and no-one is actually responsible for resolving your issue.

If EE/BT actually changed their customer support system to give ownership of issues to individual agents, my bet is they would suffer far fewer complaints being initiated by infuriated customers.

[Cotswolds3]

I couldn't agree more and will make the same point on my next complaints
form. There is not enough text space allowed to give them the whole story.

[JimM11]

@Cotswolds3 Not sure what package you are on, but it's still showing for the latest see the link! It's got to be one off the two i would think, but you say you already had the 700 minute package in your opening post!

EE Home Price Guides - 1 March 2026

ee-monthly-home-price-guide-1-feb-2026.pdf

[Cotswolds3]

I was told 700 mins has been discontinued. They only do Unlimited now. I am still without a phone for 7 days now. No-one seems to be able to sort it. I have spoken to 17 different people but not allowed to talk to the people working on it. 

[JimM11]

@Cotswolds3 Then you would think that the terms would be updated, going to tag @Leanne_T , Leanne is this a true statement now and this part has been dropped only to have as the OP has stated earlier and Unlimited is the only choice for Talk?

[Cotswolds3]

Things seem to going from bad to worse now. Have had a call from Lewis in the ‘offline team’, and my account now shows 2 broadband packages - the old one Fibre Essentials and the new one Fibre 67 Core. The phone packages have both been removed but Lewis says Unlimited Home phone is £18 but I was quoted £11. The prices published show the 700 minute package still available at £9.18 and Unlimited at £20. Lewis can’t put the correct packages on for me without permission from somewhere else, then he’s got to do a manual override of the price. How on earth are EE managing to arrange other customers’ orders when something as simple as mine is in such a mess. He has no idea when my phone will be re- connected or how much compensation I will receive.