Huge decline in quality of EE customer service

[Yhh12]

Have others experienced a really awful experience with EE recently? Their customer service used to be slick and well oiled with a high customer satisfaction. In recent times it has been very hard to get through to anyone and they do not seem to be leveraging Irish call centres anymore. Such a shame as this was one of their differentiators for me. 

[Yhh12]

I’ve noticed this! Customer experience used to be great at EE and now it’s impossible to get a response from anyone. The basics are not being done. I’ve had to call up over 6/7 times and spent hours in the phone to correct a charge I was given which was an error.  

[Yhh12]

Completely agree. They will start losing customers. 

[Northerner]

Hi @Yhh12 

Your point is a bit vague. I had a great experience and many others do also. At busy times such as this (Black Friday, Christmas) lines will be busy as I bet like many companies staff will be off as well heading into Christmas. 

I am not defending EE just pointing out that people's view can be distorted if their expectations are unrealistic. 

Thanks 

[Minkey1]

@Northerner 

My expectations were to be moved from BT to EE with a minimum of fuss and to have more or less the same level of access, functionality, and relationship management as before i.e. 1 account, 1 app, 1 bill.

Instead I’ve got 1 app for 1  account with half the stuff, 2 phones on 2 separate accounts I can’t access, 3 separate bills, and a computer says no attitude from CS including Exec Complaints.

If my expectations were unrealistic, I wish BT had told me beforehand 🤷🏼

[Mattmalton]

I’ve been a long standing business customer from EE back in the Orange days. they always went the extra mile. Recently I’ve been lied to manipulated 3 times they have sent the incorrect items out then told the original deal wasn’t available anymore so I would have to pay more which I refused I’m not one for  complaining but felt none of this was my fault so put a  complaint in to be called 3 weeks later. After a long and non productive call I was put through to sales who where going to give me a wonderful deal and the poor lady did not have a clue what I was talking about so I put another complaint in to be called again 4 weeks later just to be offered 20%of my next 3 bills which I refused and asked for a solution not just to have a plaster to cover the wound but to have a solution to this on going issue to which I had to ask the rep to stop shouting at me as he was getting frustrated as to why I wouldn’t take the discount. I wasn’t there to get something for free I just wanted a watch at the original offer that they offered me months ago before all the chaos started. 
the service has gone from first class customer care and thoughtfulness to zero  star for me. I’m paying out of my contract and going else where. 
No loyalty to there loyal customers it’s gone 

[Minkey1]

Hence ⬇️ ☹️

 

[Acido]

I moved house in December 5, last year, and wanted to keep my services, to be told it was no longer available to me, I had to upgrade to full fibre, I was promised an install a week later, which got cancelled by EE, without giving any, then waited to 23rd December, now I have two bills for 2 house holds, which was promised to me that I dont need to worry about it. Just got off the phone, and i was met by a rude guide, tried to undermind me, and threats, honestly I've almost had enough of EE, that I feel like having to change providers, as I just feel under valued, been a long existing customer, and treated like nothing when speaking to people on the phone, and been a former EE guide employee, I'd be ashamed to speak to people like that, absolute disgrace how the customer service is

[StegCon]

Agree 100% I done the messaging about 5 days ago went in circles for about 1hr I wanted to turn on charging things to my EE bill which apparently is very confusing I kept getting okay I'll get your bill up for you multiple times then kept asking for my details so finally gave him them even though he never knew what I even wanted to then after around 1hr 30mins I got so stressed and fed up that I kindly asked to speak to anyone else as he doesn't understand what I am asking for to then get him saying I am getting this issue sorted for you sir multiple times first time I've had any issues but the reason I do messaging is cos I have around 1hr-2hrs free between working then getting 5hours sleep so if I can't message to sort things I'd rather leave soo disappointed 😔

[Peter_W]

Hi @StegCon, welcome back to the Community!

I can totally appreciate your frustration here, especially if you spent such a long time on the phone and didn't feel like you made any progress here. 

From what you've described here, am I correct in thinking you want to be able to charge purchases such as app-store transactions and gaming services to your mobile bill?

There are two reasons that this may be blocked right now, and one we should be able to fix immediately. 

We offer the option to opt-out of this service to prevent these charges, so if you want to opt back in, we just need to remove two features on your account; have you tried sending us a text with UNBAR to 150?

The other reason these would be blocked is if you've exceeded £240 in charge to mobile payments within a calendar month, or try to spend over £40 in a single transaction; this is a requirement set by the 2017 Payment Services Regulations.

This bar can't be removed pro-actively, but should be removed automatically once you hit the next calendar month.

Peter