Anybody complained and had a response or am i wasting my time ?

[BarnFresh]

Evening

I am frustrated beyond belief with an issue I am having with a broken hub.

Im currently in France. My hub is home with my work and stopped working. Its a sim broadband hub. No landline. I spent 2 hours on the phone as apparently no password had been set up on the hub (never been asked to) - I was passed from helpdesk to helpdesk and told that until they could verify the account was mine I couldnt proceed with a repair. I have the IMEI number / sim number / account number / phone number and could prove the £37 going out of my account each month. 

Eventually I was told that I would have to have a pin sent to the hub - even though it isnt working (dead as dodo) and I would have to remain on the phone while someone the other end would have to take the sim out and pop it in their phone and be on the line to give me the number which couldnt happen as they had the sim out on their phone. They suggested they went online to talk to me via messenger or something which isnt possible as we have no internet. I was asked to get a spare phone, when I said i thought this was not going to happen they said Id have to get someone to lend a phone or wait the 3 months until I am home !

I went back again, this time I was told the same thing - then when I said about the hub and no lights and the fan being constantly on he said " oh its not worth me sending a pin the hub is broken and wont receive it, you need to take it in to an EE store and have it tested" - too late by then stores closed but I got someone to take it in the next day.

They dont test them, they have no facilities to. The hub is still in warranty but they have sent it away and it could be 10 days with no hub - I find this unbelievable especially with a small business account that they dont even have anything to lend ?

So, 3 days later and its still not at the repair centre - I still have no hub - I cant call anyone to have a conversation about it because they havent verified its mine and Ive sent in a complaint on Sunday but heard nothing and im not thrilled to pay for something I cant use.

Anyone got any advise ?!  

[XRaySpeX]

@BarnFresh : For clarification & the avoidance of doubt this is a mobile BB router being referred to here.

There would have been a default pwd set up on the router, noted on the label on it.

[Schockwave]

Hello @BarnFresh ,

Welcome to the community,

You can use the complaints form to make a complaint and someone will take a look, not sure how quickly you will get a reply, but they will definitely try and resolve this:,

https://ee.co.uk/help/contact-ee/complaint/complaint-form

[Matt_124]

I read that a few times and finally took that part as the issue with the password being on the CS security side, going by the fact they could not verify the OP and access the mobile account when calling.

The mention of "on the hub" initially made me think the same as you have stated, but the subsequent OTP attempts and direction into a store lead me to believe that it was all the result of an account verification failure with the password aspect being not made overly clear to the customer due to the script. CS would have no use for the wireless or admin passwords on the MBB Hub anyways.

Happy for the OP to clarify.

[BarnFresh]

Its the account they cant verify so wont discuss anything with me - 4 days later the hub is still not at EE

[BarnFresh]

Filled it in Sunday so I will await - not sure what is happening with EE but its definitely gone downhill in the customer service that you receive - Just rang store from France to UK but no reply and wierdly no voicemail either - guess they dont want to talk

[BarnFresh]

Thats exactly right and apologies for muddying the waters

When I bought the hub to use with a sim and no phone line at no point was a password for the account set up. Ive never had the EE app or received email invoices but have a direct debit going out each month with that reference.

They wouldnt allow my son (hes 38) to speak on my behalf from UK as Im away in France, even though I had phoned and given permission as they needed to send a pin number which they couldnt do as the hub is broken - him being next to the hub he could describe what was happening or rather not happening.

It has now gone to store who didnt verify our account and have taken the hub and returned it to EE to be repaired or replaced but as of today which is 4 days it has not been received.

I once again attempted to call to see if I could get some type of estimate as to when the equipment would be returned but because account has not been verified they would not discuss it with me and told me to visit store (im in France) and Im not sure what the point of going into store would be as the hub is not there -