Website

[phoneuserjohn]

Does anyone know what is going on with The E.E. website?

Whenever I click onto Bills and Payments, or Plans and Subscriptions a big message always appears simply saying "Sorry something has gone wrong"

[phoneuserjohn]

Hi Ali,

    I have no idea whether or not it is relevant but I was sent an email from E.E. yesterday telling me that I had not completed my registration, which of course I have.

The email provided a link to click on in order to do this so I decided that I would have a look. I was not surprised to find that it did not work.

                                                    Regards,          

                                                                             John

[Ali_A]

@phoneuserjohn Thanks for the update. 
This may be related to the ticket that was raised for you. It would certainly be worth getting back in touch with Customer Service so they can check, and if needed update the ticket to mention the link didn't respond as expected. 

Ali

[phoneuserjohn]

Hi Ali,

The whole situation has now become 100 times worse.

After I received a text from E.E. my landline went dead. So I decided to programme my E. E. home adaptor to transfer over to a digital phone connection.

As I had spent all of my time sorting the website problem I had not got around to it.

Despite being reassured that the E.E. adaptor would programme to my Halo I find that it will not.The green light light just continually pulses.

Now what the hell do I do?

Is there anyone at E.E. who can solve a problem? This is now getting very serious.

                                                 Regards,

                                                                      John

[Ali_A]

@phoneuserjohn Your home Broadband shouldn't be affected by your online account. 

I'd recommend contacting the Broadband technical team to look into the digital phone connection you're experiencing. 

Before you do that you can text HELP to 66033. 
• We’ll run tests on your connection to find out what’s going on.
• If you need an engineer, we’ll text you in 15 minutes to book a slot.
• If you don’t need an engineer, our brilliant team will call you within 30 minutes to help solve your issue.
See Contact us about Broadband page

Ali 
 

[phoneuserjohn]

Thank you for this Ali as I have now come to the conclusion that phoning anyone on the normal E.E. helpline number is literally a huge waste of time.

Since we last messaged my landline phone has stopped working and you would not believe the number of hours that I have spent, initially trying to get an answer, then being cut off, then being asked the same questions numerous times e.g. where have I got my phone plugged in? After about six hours I finally convinced all concerned(lost count of number of people that I spoke to) that there was nothing more that I could do myself and I was very begrudgingly granted a home visit by an engineer. The appointment is on the 21/08/2024. So In the meantime my partner now has to journey to the office everyday as with out the landline she cannot work from home.

So as you can expect I had not pursued the website issue any further over the last few days, but as you can imagine your response providing a wholly different communication channel  gives me great relieve as the actual thought of phoning E.E. through the normal channels now makes me feel drained before I start.

Lastly Ali can I do what you have instructed over the weekend or should I wait until Monday? Secondly, this may sound a stupid question, but in the event of a call back to me will all concerned be aware that I cannot be contacted on my landline? When my landline is now dialed the caller receives hears recording telling them to leave a message. God knows how many important messages I have been left.

Thank you so much for my continued interest in my problem/problems Ali.

                                          Regards, John

[phoneuserjohn]

Good Morning Ali,

An engineer finally turned up yesterday to attend to my inop landline.

Her name was Heather Anderson. She was the very first person who I have dealt with at EE who knows what they are talking about. She was the ultimate professional being efficient and highly knowledgable. Within minutes she quickly identified what I had suspected from the outset i.e. my broadband connection had not been programmed with my landline data at EE/BT. No doubt you will have some technical term for this process. She phoned the relevant department and asked them to do it whilst she was here. 15 minutes later my landline was working.

Besides anything this illustrates just how useless call takers at EE are. I got the impression that this was a common issue. I did technical support for 20 years. Your operatives require what is known as a Guided Diagnostics Programme on their computers. Let me know if you would like to know more although I suspect that EE would not go to the expense of having such a programme developed. I could certainly point you in the direction of someone that creates them.

I still of course cannot use the website and I really no longer know what to do about it. The "ticket" that was raised well over a week ago was obviously useless. So it is absolutely pointless once again spending several hours on the phone to EE and getting nowhere. The fault is obviously at EE's end and I suspect very simple to sort out for someone with the appropriate skills. Would it please be possible for yourself to contact the necessary person and ask them to attend to it, rather than me having to text HELP messages and wait for responses?

                  Regards,  John

[Leanne_T]

Hi @phoneuserjohn 

Thanks for coming back to us. 

If a ticket has been raised for your online account, this can take time to be investigated and resolved for you. 

If you would like an update, please give us another call and the team will have access to the account to help you further. 

Leanne.

[phoneuserjohn]

Quite frankly Leanne I have already spent in excess of six hours on the phone to EE in the less than two weeks that I have been an EE customer.

Out of common courtesy I would have thought with all of the aggravation that I have already experienced someone could contact me.

With the knowledge of the problem why can't someone simply unblock it for  me? It's not rocket science.

Cannot you ask someone please?

                 Regards,  John

[Christopher_G]

Hi @phoneuserjohn 

If the ticket is still open, that team would be in touch with you to discuss this further. 

I understand that this has been going on for a while now, though. If you want to fill in this complaint form, our complaints team will take a look at your account and contact you to discuss what is happening.

Please keep us updated.

Chris

[phoneuserjohn]

I was on the phone yesterday for three quarters of an hour to a very nice operative called Liam at EE. He tried very hard during that time to rectify the problem and even got other members of staff involved.

After three quarters of an hour he was directed to end the call with the promise that someone would ring me back later in the day. As per usual this of course never happened. How many days do you think that I should wait for this return call?

                              Rehards,    John