EE has become a joke.

[Rogrog]

I have transferred over from BT and pay 95 quid in mobile contracts and 140 in broadband/tv.  I have just called 150 about because they never sent my Netflix link.  I have been having issues with mobile where the other person says I sound under water.  Also for some reason, my broadband keeps dropping.  These  issues have been going on since march.  The irony of the EE rep as he was saying he could not hear me.   We then managed to discuss the issue and said he needed to transfer me to value team. Put me on hold for 30 mins before cutting me off.

this was the straw that broke the camels back.

i am now cancelling my contract and direct debit.   

[Chris_S]

Hi @Rogrog I'm really sorry to hear about your experience, I can imagine it's very frustrating for you.

That definitely doesn't sound right, does it sound like you're underwater with all of your call, or just to certain people?

I'd not recommended cancelling your direct debit, as your contract would still continue and your credit history may be affected if payments are missed.

I really want to make sure that this gets sorted for you as soon as possible.

Chris S

[bristolian]

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@Rogrog wrote:

I have been having issues with mobile where the other person says I sound under water.

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Just on this specific, some thing to check before reporting them to CS.. try to obtain 3-4 examples over a 2-3 day period of affected calls.

Ideally also, does this happen on calls to specific numbers/operators? Or perhaps only in a specific area? Are you able to use mobile data whilst on calls? This is a good indication of using 4G-VoLTE for calls, rather than 2G.

[Rogrog]

The EE customer service is a joke.  As I said your rep even commented on the poor line and then cut me off after 30 mins “transferring me to the value team” .  The passive aggressive "don’t cancel the contract because it will affect your credit rating" threat  doesn’t bother me… EE have breached the contract,  8 weeks and I will be free and will take my £200 quids somewhere else… 

[bristolian]

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@Rogrog wrote:

EE have breached the contract

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I recommend being 100% sure of which clause(s) of your contracts that you are confident EE are in breach of.

Large companies generally have very efficient credit processes that will kick in, and cause unpleasant impacts on your credit file and future credit searches, without caring for the detail of alleged breaches.

It's ultimately your choice, but decisions made in haste are rarely good ones long-term. Be sure of your position and consider taking independent legal advice from, for example, CAB.

[Rogrog]

Much appreciated advice my friend, thank the lord for the unfair terms in contract legislation in the UK.  Luckily, I won’t have to rely on this, I will be using  breach of contract… Just out of curiosity are you an EE employee trying to influence customers who may be looking to stop customers ending contracts early on poor performance by mentioning the “credit rating”. aspact… In the spirit of full disclosure I am a practicing Solicitor and becoming  more interested by the day about EE and unfair terms 

[Matt_124]

I'm afraid neither @bristolian nor the majority of users on here (with the exception of the few EE Community Support team members) work for EE  or have any affiliation with EE apart from being customers like yourself.

There has been some great advice given above, and while it may not necessarily apply to your case individually, often these things can become an emotional decision that causes the rational implications to be overlooked. A prime example is for someone who is not happy with an element of their service to say "I'm going to cancel my direct debit". In this case, bills will still be generated and missed payments will still get reported to credit agencies, causing even more pain and strife later down the line.

It is always better to first take all available steps to solve the issue with the provider via the complaints procedure(you may have already done this, it is usually a requirement for adjudication), while also gathering evidence of the gaps in the service/terms you believe are being broken, and then tackle it via the appropriate pathways such as executive complaints, deadlock and the ombudsman services.