Open letter to Claire Gillies

[TimBarber]

Dear Ms Gillies

Under your predecessor EE had a policy to misrepresent products to existing customers in the knowledge that they would merely offer a derisory compensation package following a referral to a powerless ombudsman. I am wondering whether this policy has changed ahead of continuing the transfer of my EE services to another provider. I'd have done it sooner but treatment for my cancer somewhat got in the way.

My preference is to not change because I can do without the hassle but I'll commence transferring the broadband immediately and 4 mobile phones when the contract expires next year.

Thank you

[Christopher_G]

Hi @TimBarber 

I'm sorry to hear of your diagnosis. I hope your treatment is going well. 

We never like to see customers unhappy with their service. We do have a complaints code of practice for those times when you're not happy with something. Looking back on your previous community posts, I can see that you followed that regarding the compatibility problem with your mesh system the last time you upgraded.

We don't have access to your account here in the community, so I can't see anything more than you've posted here in the past.

We would love you to stay with us. If you speak with our Customer Support team, they'll be able to see the history of your account and will be able to offer you the best deal they possibly can, whilst making sure it's compatible with your current products.

Chris

[TimBarber]

Hi Christopher

Thanks for your swift response.

I'm afraid there is little point in dealing with the inapprpriately named "customer support team" because that's where this all started and all they wanted was to move it on to the ombudsman because they knew that they'd end up offering a letter of apology and a derisory sum.

The purpose of my post was to make an open plea to the new CEO in the hope that there was a desire to move EE back to a customer sevice focused business. I've enjoyed many years with EE and have always found the level of support first class but as a result of mis-selling of an upgrade my confidence was severely damaged. I can't remember the figures but this problem could have been fixed for around GBP 160 at retail prices, so perhaps GBP80 or less at wholesale cost. I spent a fair amount of time trying to get a resolution but the arrogance of your team was just unbelievable, merely fuelling my efforts for a resolution. The company must have incurred many times this cost through phone calls, emails and communicating with the ombudsman, which merely underscored the beligerence of the people involved. I'm afraid that some pretty inept individuals have found themselves promoted into positions of power and it has gone to their heads!

Thanks

[TimBarber]

I received an email from EE community asking whether I had solved my problem but sadly the answer is no. Other than Christopher at the community desk, I've had zero contact from EE, so I think it's safe to say that EE don't give a damn.

[Peter_W]

Hi again @TimBarber.

Whilst we're not able to access your account to view your specific case details via these forums, I want to make sure you're confident on how to pursue things further. 

You mentioned in your original post that the complaint was taken to the Ombudsman for independent review; if deadlock was offered and a decision was made at their end, then we wouldn't be able to reopen that case and provide a different outcome. 

If you have complaints surrounding any other aspect of your service though, I would definitely recommend looking at the complaints code @Christopher_G shared, as this highlights how you can raise this direct with our executive level complaints team. 

There's also a direct webform you can submit to them on our complaints page too.

Peter

[Franziui]

Gemini says... As an EE broadband customer, you are covered by Ofcom's automatic compensation scheme. This means you should be compensated without having to make a claim, provided certain conditions are met.

Here's a breakdown of how it generally works and what you need to know:

Automatic Compensation Scheme

• Eligibility: EE is part of this scheme. The scheme applies to total loss of broadband service, delayed activation of new services, and missed engineer appointments.
• Total Loss of Service: If you experience a total loss of your EE broadband service, you should receive compensation if the fault is not fixed by 11:59 pm on the second working day after you report the fault to EE.
  • Compensation Amount: The current Ofcom-set rate (which can be adjusted annually for inflation, so minor variations might exist from older sources) is £9.98 per calendar day that the service remains unrepaired after these first two working days.
  • Example: If you reported the fault on Wednesday, June 4th:
    • Thursday, June 5th would be the first working day.
    • Friday, June 6th would be the second working day.
    • You would be eligible for compensation from Saturday, June 7th, if the service is still down by 11:59 pm on Friday, June 6th.
• How it's Paid: Compensation is typically applied as a credit to your EE bill within 30 calendar days of the fault being resolved.

What You Need to Do

1. Ensure the Fault is Reported: Crucially, you must have reported the fault to EE. The two working day countdown for compensation eligibility starts from when they are officially notified. Make a note of the date and time you reported it and any reference numbers you were given.
2. Keep Records: Document everything related to the outage:
   • When the fault started.
   • When you reported it to EE.
   • Any reference numbers provided by EE.
   • Any communication with EE (dates, times, who you spoke to, what was said).
   • The date EE states the service will be fixed (in your case, June 10th).
3. Monitor the Fix: Keep an eye on whether the service is restored by the date EE has given.
4. Check Your Bill: Once the service is restored, look out for a credit on your subsequent EE bill. This should appear within 30 days.

Important Considerations

• "Working Days": These typically do not include weekends or public holidays. So, if you reported the fault on a Friday, the two working days would likely be the following Monday and Tuesday (assuming no bank holidays).
• No Compensation For:
  • The day the fault is fixed.
  • If the fault is found to be within your property (e.g., your own equipment, wiring).
  • If you haven't suffered a total loss of service (e.g., intermittent issues or slow speeds, though separate compensation routes might exist for consistently very slow speeds against guaranteed minimums).
  • If you missed an engineer appointment offered by EE or didn't accept the earliest available re-appointment date, this can affect the compensation calculation.
• Duration of Outage: You mentioned EE states the fix will be by June 10th. If the fault started on June 4th:
  • Reported June 4th (Wednesday).
  • No compensation for June 4th, 5th (Thursday - working day 1), 6th (Friday - working day 2).
  • Compensation likely due from June 7th (Saturday) onwards until the service is fixed, if it remains a total loss of service.
  • If fixed on June 10th, you would be due compensation for June 7th, 8th, and 9th.

If You Don't Receive Automatic Compensation

• While the system is designed to be automatic, errors can occasionally happen.
• If you believe you are eligible for compensation and it hasn't appeared on your bill within 30 days of the service being restored, you should contact EE customer services.
• Refer to your records and explain why you believe you are due compensation under the Ofcom automatic compensation scheme.
• If you are unsatisfied with EE's response, you can then raise a formal complaint with EE.
• If the complaint remains unresolved after eight weeks, or if you receive a deadlock letter from EE, you can escalate your complaint to an Ofcom-approved alternative dispute resolution (ADR) scheme, free of charge.

Given the dates you've provided, if the fault persists and was reported on June 4th, you should be eligible for automatic compensation for several days. Keep detailed records and monitor your bills.

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More onerus record keeping...  To pre-empt denial of compensation... 

Anyone like to amend the advice above...

( My broadband has been gliching for two days ... ) Can't order anything online .( I am housebound )

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