Received call from 07973100194

[Scombes]

Hello, I was contacted back within a minute after your front level  customer service agents needed to raise the issue with ppl from another place who clearly knows their stuff and know how to talk to customers, or should I say that was experience.

It's important in this day and age to shine light on ppl who do a damn good job day on day out with little recognition or acknowledgement. It wasn't only his ability to reduce and articulate the problem back to me in a technical format that made sense for the first time since my phone developed a really random unsolvable problem. When I moved into my new flat there were/are slight connection issues for mobile phone calls. Then my number stopped receiving them all together. In the meantime they gave me a 'temporary' SIM so I could still utilise my contract package whilst this technical issue was being resolved. What made this experience so annoying was that not 1 of them listed to what the problem actually was because they were focussed on the fact that they had to get my number reconnected onto their network otherwise they were liable to be in breach of contract. So they got me to go to 3 different locations around where I reside, at a certain time over the course of a set time period of days  However my phone couldn't receive any calls. It could receive texts but not calls. AND you could make calls. Real head scratcher. Needless to say that failed and they could get my pinged on their network. They then rang back a week or so after and predictably I had to enact the same procedure all over again and again it failed. Instead of looking at the problem they obsessed over the particulars of when the call that was made to my.number and went straight to my voicemail was made 'was it 14.00 or 14.01... you get where I'm going .. For me it was becoming a groundhog day nightmare, and for them it came across that their 1 txt book solution failed and they were stumped. Yet they weren't prepared to say lmao

[Peter_W]

Hey there @Scombes. 

Welcome to the EE Community, and thanks for taking the time to highlight the experience you've had recently, too. 

How were things left with you when you last spoke with our team?
Did the person that called you back manage to get everything sorted out, or do you still have some problems outstanding?

Peter

[Scombes]

Yeah I just noticed that I cut myself off before finishing what I started. I haven't had chance to read until I saw your response..

So after trying to get the number to ping on your network for the second time your agent asked me if I  was happy to continue using the new number I was given - I said yes - because it actually worked. So then they went ahead to port my account to this new number that would have the contract assigned to it and the 622 number would be sent to the temporary SIM. As soon as they did this the line went dead. It turns out that the problem receiving calls was still embedded in there. Now I have 2 lines that have the same problem. Thankfully I'm smart and when I first talked to EE about connection issues with mobile calls in the flat I talked about getting a landline which could serve as a stable backup in case my mobile signal cuts a call off; and that they are more or less free these days (I thought) especially since it is connected to your router. I didn't even look at my bill as forensically as I do these days, but I was paying line rental and for a package to make calls (which I didn't need because I had unlimited mobile) when I just needed  it to serve as a backup to receive calls - which at the time was also not happening because of the issues relating to that  So your agent rang me in my landline and apologised, and we agreed to terminate this new temp line and to get yet another new temp line on £10/month unlimited contract which from previous experience already we knew worked. After getting it set up it did everything it should as per before. But I had 2 'active' lines on my account, and I only have/need 1 phone. I refused point blank to repeat the same merry go round of events experienced already in order to get my 'main line' to receive calls, we agreed that this new new number would serve to meets all of my requirements and has all of the same benefits as my main line so I'm not loosing o there... And she did something on my account so that I wouldn't pay the extra £10 for that and I wouldn't loose out financially. The 632 number attached to my main contract is just sat at home in a safe place because we have established that it's bugged.

I was happy with that resolution because it worked for me. Then I had an email from you letting me know that I'm within the last 6 months of my main line contract and I thought I need to address this issue again before it could potentially cause me problems further down the line and because I wanted to explore the potential avenues of where I go in terms of my future EE mobile contract. I am someone who sticks with something when they know they get a good service and to be fair EE for me has delivered on that. So in order to ensure I have a seamless transition onto a SIM only deal the agent arranged for me to be contacted in the future

After receiving such excellent service I wanted to personally write a recommendation of notice for that member of staff who I believe is exceptional at their job and provides such added value for their employer (EE). Unfortunately he couldn't email me his employee email or that of his boss but I did get a txt msg which probably enabled it to get past the screens but I cannot make sense of it. It reads as:

Curtis'manager@EE

I know the agents name was Curtis and I'm pretty sure he said he was calling from Plymouth. I would genuinely like to make sure the credit he deserves is delivered. Sorry for my delayed response in finalising this post this week.

[Rach_H]

Hi @Scombes,

Thanks for getting back to us with an update.

I'm so glad to hear that this is now resolved, and that Curtis has worked so hard to help you with this. I will do my best to get this fed back to Curtis and his manager, so he gets the recognition he deserves 🙂

Rach