Exceptionally poor service from EE/BT

[Redchimneys]

So let me take you on this abysmally poor service journey from these two companies. We were with BT for WiFi. For the last six months with them we had literally no service in relation to WiFi. In the end we contacted them end of October 2024 and they said they were being taken over by EE and we could get our WiFi from them. Contacted them - new customer- very pleasant and tell us the cost and that an engineer needs to come and assess. He comes on designated day. Looks around - states needs some digging - front garden and driveway to enable them to get it all set. Get a message in December that it’ll be March 2025! Okay - we just accept it. Come January 2025 -get another message-can come and do the work on 21/1/25. They come and dig and set it up. Since then we have had wifi where the router sits-which is the front of the house. No wifi signal in the middle or back of the house or at the garage at the front of the house. Contacted them- multiple conversations  lasting nearly 3 hours! We essentially telling me that this is the service and if I wanted better wifi I needed to get booster that would cost me £10 extra per month. I declined as I explained to them that my original service offered to me was poor! Why do they think I’d purchase something more from them. It was the company’s responsibility to ensure what they sold me was working and effective!! I then asked for it to be put down as a complaint. The EE representative said “ you can put the complaint in but it’s not going to anywhere”!!!  The conversation continued with other EE representatives and again another one said- we need to close the complaint as we are not allowed to keep it open- I asked how can you close a complaint when i have issues that are not resolved. Eventually a female with a Liverpudlian accent said she would arrange for an engineer to come back to the house to see the router and see what could be done. I got a number of calls from BT and EE. Eventually the date of 21/2/25 was set with a time between 8-10 am was set. 
at 1300 today I  get a message from EE saying that the engineer came to the house and no one was there!! It’s not Friday today. It’s Wednesday the 19/2/25 today!!!! Contacted EE -who as usual apologised profusely and then an EE representative with a jordie accent comes on the phone and repeats himself regarding boosters and me paying £10 extra every month. I said no and re-explained myself and he says he is unable to help me bi asked for a complaint to be put in. I gave him the details and also asked him to add to the list as to why he felt he could not have offered WiFi 7 which is the bigger router to us. He again tried to sell the wifi and the booster to me at £10/month. My last question before the phone cut of was that strong wifi mesh boosters covering 6000 sq foot were being sold for £150. My contract with EE was for two years and at £10/month it would cost me £240 - WHY- would I go with that option. The call terminated. 
I have no words to explain the pathetic, poor service I have received from EE and WOULD NOT RECOMMEND THEM TO MY WORST ENEMIES!

[XRaySpeX]

Which EE BB plan are you on including its speed? What EE router & WiFi extenders do you have (read label or post a pix)?

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

[Matt_124]

Just to clarify, the Smart WiFi Plus (which are the WiFi 6 extenders for use with the WiFi 6 Smart Hub Plus) are £7pm, the WiFi 7 Smart Hub Pro and Wifi 7 Smart WiFi Pro extenders cost £10pm.

That kind of WiFi 7 kit is not available to buy for that kind of price. With the extender service on your account, you can get up to 3 at no extra cost if the initial 1 that is dispatched is not adequate.

[Redchimneys]

I have already put in a complaint to OFCOM. 

[Schockwave]

@Redchimneys , You have to first complain to EE by filling in the complaint form and giving them 8 weeks to resolve this, Ofcom will do nothing otherwise.

[Redchimneys]

Done!