Account info missing

[Melbury1]

When I checked app yesterday I noticed that there were no details of my broadband or TV. Missing when I log into browser. The only service showing is my SIM.

I spent ages spray with a guide . All good at his end. Reset everything and told it might take 12 hours. Still mit this morning 

[Melbury1]

Yes, all missing when I sign in on app on phone , on tablet and on browser.

Today a message flashes up briefly saying ... Some information missing... Try again.

[Ali_A]

Thanks for confirming @Melbury1 

It may be worth getting back in touch with the technical team for any updates to your ticket. 

Ali 

[Melbury1]

The guide who helped me the other day has booked a call with me for Tuesday so I'll get an update then ( I hope)

[Melbury1]

Just another update. I received an email today telling me my broadband bill was ready to view. I followed the link and guess what..... No bill and no record of previous bills

[Melbury1]

And another update!

I didn't receive the expected call so I phoned them. This guide even enabled video access through my phone and saw for himself what the situation is. We even tried registering a different user name but still no account number recognised. Passed upstairs again!

[Melbury1]

Another hour plus wasted this morning talking to another guide. I'd phone as I had received a message to say that my case had been closed. Naively I thought my issue had been fixed  ---NO.

I had to relate history again and the guide had video access to my EE homepage and this was recorded. Another notice sent to '' offline team''. The guide could quite easily see that my account number was not recognised  and my broadband and TV were missing.

I feel very frustrated by this and expect an outcome or else I shall  move on.

[Peter_W]

Thanks for the update, @Melbury1 

It sounds like the text you received was in regards to a complaint case rather than the technical fault raised for this issue.

These are separate, but either way I appreciate your frustration if a complaint was closed for an issue that has not been resolved.

After speaking again today, did they confirm that the fault was still open and under investigation?

Peter

[Melbury1]

Peter. I was told yesterday that they have to open a new ticket each time I raise the issue with them. The guide has told me that the technical team respond to which ever guide raised the ticket, meaning that other guides are not in the picture as to what solution or lack of has been done!

[Peter_W]

Thanks for the update here, @Melbury1 

When a Guide raises a ticket they receive a reference number, and any email updates should go to them directly.

From there they should keep hold of this and update you, but they can also put the reference in the account notes for others to check. 

It's really disappointing to hear that you've been struggling to get anyone to take ownership with this, though. 

If you continue to struggle I would definitely recommend asking to escalate the complaint, or raise this with our complaints team directly, and you can find full details on our complaints process here:

EE Complaints Code of Practice

Peter

[Melbury1]

Hi Peter 

Frustratingly I never received the booked call. I have now raised a formal complaint.