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. 

[AlofAwe]

All the replies in this thread. And you reply to jus this one as opposed to the main thread.?

Tackle the issues, ee are just ignoring the customer base.

[Leanne_T]

Hi @AlofAwe 

Thank you for coming back to the community and for leaving us feedback. 

Could you let us know some information on the issues you have had, and we will certainly see what we can do to help?

Leanne. 

[Ta678-y99]

It has become dreadful!  I was sold a new package by a guy in a sales centre in Wales when my contract needed renewing. It was for fibre broadband to be installed - fine. In order to do this I had to sign up to a package which included lots of stuff (Now Sport TNT Sport  etc etc) which I din’t want but was told I had to do it to get a decent price package and it was free for first 3 months! After six weeks I rang to cancel all the stuff I didn’t want and spent 20 minutes with an agent getting rid on everything except what I wanted Broadband TV Netflix and Now which is all I watch. 5 days later I get a letter congratulating me on my new package at £80per month containing Now Sport TNT Sport etc etc and informing me that all my new equipment hubs etc etc will be arriving from Royal Mail! Looks like the same stuf I received  2 months ago and installed when I went fibre! Upon ringing EE whichever option you choose (of which there are many) You are told ‘we are experiencing etc etc busy etc-you all know what I mean! Even if you ring at 8am! But now it really is 10 mins or more and the person you speak to has no idea at all and says it’s in the hands of the mysterious ‘jeopardy’ team who are a completely different dept who have amassive waiting time to be spoken to but you could try at 8am when they may be less busy (I’m not looking for a GP appt!) Or I can hang on right now but it may be 40 mins to speak to them as they are short-staffed and hard too get hold of! No they can’t ring me because that’s not the protocol they use at EE now apparently (However the next agent I spoke to said that’jeopardy’ will call me back when they.vew fixed the problem! Let’s see if they do. Up until a couple of months ago I would say that my experience with BT and the EE was pretty good but it has suddenly become dreadful! I will be looking at Virgin now who are also rubbish but I need to make some sort of statement! BTW if you want to cancel EE offer an online cancellation form but when you follow the link there is no for just the phone numbers I am complying about! And should you wish to complain by email I filled in all the detail required, wrote my piece and lastly put in my account number but was unable to proceed as my account number was not accepted the massage being ‘put in a number’ I really do despair!!!

[Chris_S]

Hi @Ta678-y99 

I'm very sorry to hear about your experience. I can completely understand your frustration.

As you called and spoke with an advisor who cancelled your extras, their actions will be logged on your account, so our jeopardy team will be able to investigate this further.

Have you made a formal complaint with us? If not, I'd recommend filling in our complaint form, and a member of our complaints team will get back to you within 7 days.

Chris S