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. 

[Cotswolds3]

Maybe it’s time to go to the Ombudsman now seeing as EE seem to be unable to fix it?

[JimM11]

@Cotswolds3 Thought that you had already done the complaint and EE was dealing with it all, if your 8 weeks has now run out then next step as per the procedures they supply.

Make a Complaint | Contact Us | EE

EE Complaints Code of Practice

[XRaySpeX]

Can you yet? It's still less than 8 weeks since I suggested in the Solution above to lodge a complaint & presumably you did so afterwards. Maybe you only did it recently going by your post 4 hours ago?

[Cotswolds3]

It went to Executive Complaints and they reconnected the phone after 10
days and got the number back a few days later but they still didn’t renew
my contract. Ever since then I have rung Customer Services 150 to tell them
but no-one ever gets back to me.
I have just done it again today so if nothing happens this time I will have
to escalate it as I am not paying the right amount and I don’t have a
contract.

[JimM11]

@Cotswolds3 So it looks like you started off with multiple complaints, and some off those have been dealt with and closed as now working.

Sounds like now you need to go fill the form in again and only get the account/price all sorted.

[Cotswolds3]

It seems that their complaints system is not working because they keep raising the same complaint and I hear nothing, then I get a text from EE saying my complaint has been closed because they haven't heard from me!

[Christopher_G]

Hi @Cotswolds3 

I've sent you a private message to see if I can get you some help with this. Could you take a look at your community inbox and get back to me please?

Thanks

Chris