Re: phones for use with EE digital home phone

[Surboy]

I just added digital phone to my broadband package for a new home phone number and EE allocated a number with the incorrect area code where I lived 3 months ago. All my new existing address details are on my account so why on earth EE did this I’ve no idea. I tried to contact a guide via the app and waste over an hour for them to tell me they could not help and that I had to call customer service during the week. I then told them to cancel the order and they also said it was not possible. Absolutely terrible customer experience all the guide was interested about was about me agreeing to cancel the opened complaint and is making me think about leaving EE…problem is calling customer service means spending at least 1 hour on the phone and there’s no guarantee they will sort out this mess for me. Any ideas on what else I can do? 

[Leanne_T]

Hi @Surboy 

I am very sorry this has happened with the landline number when you added the Digital Phone.

I understand you have spent time getting this looked into and I am sorry we have no account access on the community to see what has been actioned previously. I would suggest getting back in touch with our dedicated broadband support team by calling 0330 123 1105, the guide will get the account looked into and if needed open a new complaint for you.

If you prefer you can open a complaint using our Make a Complaint webform, and this will be sent to our complaints team to get fully investigated. 

Please keep me updated with how you get on.

Leanne. 

[Surboy]

Thanks so much Leanne. I decided to call EE this morning and the representative told me he couldn’t do anything about it as the order needed to fully complete next Wednesday. He told me I would have to call back again so I decided to cancel the order as it’s too much fuss. EE cannot expect customers to have to contact them 3 times in different days after placing and online order because of an error on their side. The person I spoke could have easily offered me some form of compensation (some small credit on my account) but didn’t even bother so I’m guessing EE doesn’t want my business. I have just contacted Hyperoptic and they’re able to offer me the phone service anyway. 

[Leanne_T]

Hi there @Surboy 

I am really sorry you have decided to cancel the order and appreciate you coming back and letting me know. 

Leanne. 

[JimM11]

@Surboy Do Hyperoptic offer a voip only service for phone?

[Surboy]

No, you have to contract broadband and the add the VOIP phone for an extra £2 per month. 

[JimM11]

@Surboy And EE let you out off contract penalty free? Or where you not in contract?

[Surboy]

No but Hyperoptic offer up to 9 months free before you switch to them permanently. 

[JimM11]

@Surboy Got it, you just have to stump the whole EE exit fee up front but get the other free for the nine month period.