Hello,
I am writing this formal complaint regarding the extremely unpleasant experience I have had with your internet services and the way I have been treated by your customer support department.
After cleaning the paving in front of my house, my internet connection started experiencing serious issues—especially during online gaming sessions where the signal was unstable, laggy, and practically unusable. This has caused me frustration, stress, and significant financial losses (hundreds of pounds), as I rely on a stable connection to play competitively.
When I signed the contract with your company, I clearly stated that I needed a reliable and stable internet connection, having had issues with BT in the past. I was assured that switching to EE would be an improvement, but unfortunately, the service became completely unusable for more than two weeks.
I contacted your customer service daily, and you sent two engineers who only checked the internal wiring, completely ignoring my repeated claims that the issue might be outside. After the second useless visit, I investigated the matter myself, opened the external box, cleaned it, and guess what? The internet started working properly—proving exactly what I had said from the beginning.
I spent countless hours on the phone with your team, with no resolution whatsoever. During this time, I missed important matches and lost money. You sent me a temporary internet SIM, only to later bill me for it—without ever informing me I would be charged. This is completely unacceptable.
I have sent numerous emails with no reply. On the phone, I’m passed from one agent to another, and because I am not fluent in English, I feel taken advantage of—a clear abuse and a complete lack of respect toward your customer.
When I called to cancel the contract, having lost all trust in your services, I was told I must still pay the full £46 monthly charge, despite the fact that your service was faulty for weeks. On top of that, you demanded a disconnection fee of over £80. I consider this practice entirely abusive.
I have clear evidence: emails, recorded calls, video footage of the issues. I am not asking for much—just the termination of my contract without penalties and a formal acknowledgment of the mistakes your company made in handling this case.
Please treat this complaint with the seriousness it deserves. If I do not receive a prompt and fair response, I reserve the right to contact consumer protection authorities and make this case public.
Sincerely,
Ruxandra ********
***********@********
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