Customer service experience getting worse

[Cyph3rGames]

Has anyone else noticed a decline in EE’s customer service recently? 

A few months ago when ever I called 150 I got an answer within 10 minutes and it was to UK call centre speaking to a British person. 

However when I called today the only option I got was to have a call back which took ages. And then I was connected to a person who could barely understand me or I understand them. They were woefully unhelpful in trying resolve my billing issues and email it me, only allowed to post it even though my email is more safe than address.

All this on the back of an app and website update which has blocked access to my account. Its a shame that their cost saving measures of moving everything out of Britain is going to cost them a lot of customers in my opinion. They reason I accepted paying a bigger premium for EE was their excellent customer service. When my contract is up I’ll be moving to another provider that still provides a decent semblance of good customer service.

[Schockwave]

Hello @Cyph3rGames ,

Welcome to the community,

The call centre and customer service is in the UK and is not being moved abroad, what gave you that idea?

Not all customer service staff are English, but they do live in the UK and are employed in the UK.

Maybe you should have tried ringing and speaking to another customer service staff or asked to speak to someone else.

I am not always sure that email is the safest way and believe there is nothing wrong with post, if you are concerned about sending changes by post, you can always send with proof of posting.