Disgraceful service and behaviour of complaints team

[Max5249]

I have experianced a similar issue with EE but its regarding Consistent signal issues, which even their customer service have experienced the phone calls dropping .

Yet I still had the technical team tell me theres no signal issues. 

I even went into store and the staff there put me through the same customer service phone call off their landline.

I have been calling regularly since January 30th many of times during this the phone calls have dropped out and the advisors even when I asked havent returned the calls so I have to go through the whole system again. 

I have been experiencing the issue for months if not years but only recently learnt that others on EE dont have this same issue and that is when I learnt it was an individual problem. 

I pay £76 a month for the phone and tariff provided by EE

The executive advisor finally offered . I go BACK into store.. hand in the handset they will look at it for 14 days.

I asked.. Will you provide me with another handset whilst you investigate the problem , I was told no I'd have to pay a fee for a loan phone..

Ive tried lodging complaints the companies way and keep having staff close my complaints because they submit them for you? Which is bizarre the customer doesnt get to submit their own complaint.

Honestly I cannot believe how much money EE bleed out of their customers.

The lack of accountability,  lack of customer care as seems im not the only person who was made to feel not heard or believed.  

They wont even take my evidence in of the issue for review... 

I asked to  be able to leave amid all the issues and following all their instructions. But they want me to pay £1100 ETF  to move on.

When this is a fault of theirs... and no accountability by a company who has been "voted 25 times the best provider" 

There seems to be a real big issue with EE customer care. 

I wouldn't advise people to use EE anymore. I used to be an advocate but 2025 was the year customer care seems to be judged by the customer service assistants. 

Did you ever resolve your issue? 

I hope so, so it gives the rest of us struggling with EE some faith that maybe we will get heard 

[Schockwave]

Hello @Max5249 ,

Welcome to the community,

You should start your own thread, not write here, which is an old thread and has nothing to do with your problem.

Are you having issues in the same place or is this happening in other areas?

If you are having this issue at home and have fixed broadband, you could use wifi calling, which will negate the issue.

Have you actually checked here and reported the issue and get updates when you register:

https://ee.co.uk/help/mobile-coverage-checker

[Christopher_G · Accepted solution]

Hi @Max5249 

Welcome to the community.

I'm really disappointed to hear that you've been having problems with our service. The best advice I can give, is to continue to discuss this with our Executive Complaints team. They're the highest point of escalation for complaints and usually assign a case handler to take ownership of your complaint.

If you have contact details for a particular person, I recommend using those. If not, if you fill in our complaints form, they'll review it again and contact you directly.

Please keep us updated with what happens.

Chris

[Max5249]

Thank you .

Youre the first EE support team member who has been clear and offered solutions and informative.

Also nice not be heard in your response. 

I will continue escalating this 

As the issue is consistent  EVERYWHERE . 

Paying £41 just for the data alone.. with that increasing to £43.50 end of march. 

Im paying a high amount for a service I barely get.

Add my handset onto for £35.50 a month.. im paying almost £80 a month for a service I rarely can use. 

I know its an individual issue after asking others on EE if they experience this issue as I thought it was a common thing. To find out they dont have this issue at all . 

Im not dumb I understand signal cannot always be perfect and from time to time things drop out.

But mine is consistently  EVERYDAY , ANYWHERE, ANY TIME 

Thats the only thing consistent is i know a phone call with drop or i cant make any calls out even though it states I have signal etc. 

[Max5249]

* nice to be heard* - typo

I am putting this on this Thread because your other customers deserve to know this information of how things get handled with EE 

[Max5249]

Your response is just as Apethic and rude as the people described in mine and the other customers experiance.

[Max5249]

Apathetic * 

[bristolian]

This forum does have an edit function. It enables you to edit posts for a short time after posting, negating the need to send multiple short replies.