Dear the EE team,
We are not usually ones for sending feedback, but on this occasion there is certainly credit due.
When my parents’ moved into their new apartments in 2023, the only line available for the internet was through Virgin Media. Having been with BT for 40+ years previously, my Dad very reluctantly signed up to an 18-month contract with Virgin, however during this contract period BT installed their first line to the building. A couple of months before the Virgin Media contract was up, my Dad unfortunately passed away. I went through the bereavement process with Virgin Media and got the remaining contract transferred over to my Mum’s name. We also entered a new contract with EE to start when the remaining Virgin Media contract came to an end of December 16th 2024. The BT/EE engineer came and sorted everything and my Mum was left with her new router.
It wasn’t until late January 2025 that I noticed Virgin Media were still charging her out of contract fees for the WiFi/phone service. It didn’t make sense but I said to Virgin Media that we are now in another service contract with EE so we couldn’t understand why they were still charging us for their service. After a lot of back and forth, it seems that when the bereavement team transferred my Dad’s account into my Mum’s name, they had spelled her first and second name incorrectly, and thus the transfer of the telephone number to BT via OneTouch didn’t work. Virgin Media assumed we were still with them, and so continued to charge us.
It was around this time I called EE and Fraser M picked up the phone. He took the time really understand the problem and worked tirelessly to restore the telephone number that my parents had for 40+ years. This phone number is my Mum’s life-line to the world, as she had only recently got an email address and iPhone since my Dad has passed. However, trying to get information out of Virgin Media was like trying to get blood from a stone and Fraser was met with a great many number of challenges that has probably contributed to a few grey hairs.
He remained his cool throughout and was the first service agent we spoke to on the phone who expressed his condolences to my Mother for her loss, and actually just spent time chatting to her whilst we were waiting for orders to be placed. Previously, my Dad would take care of all of these things, and my Mum is convinced people at the end of the phone are all out to scam her, so these little bits of chatter and the way Fraser patiently talked her through the process did wonders for her confidence around these things.
It is now the end of May, and Fraser’s persistence has paid off: we are happily back in the BT/EE family again. Of the many setbacks that Virgin Media threw at us, Fraser fixed it. I can’t imagine it was fun or easy for him, but my Mum is her happy self, connected to all her friends and family again. This is so important for us all, and I really just have to say thank you to Fraser for helping us through this, especially when we thought that phone number was lost forever. We just wanted to express our gratitude for Fraser and EE’s dedication to the job, and for making their customers feel valued.
Thank you once again.
Kindest regards,
Amy Fitzgerald, on behalf of Elizabeth Fitzgerald
[Mod edit: Removed employee's surname]
