Galaxy Tablet Offer Unredeemable

[ij001]

I have seen other similar posts and I have the exact same issue.

As part of my broadband order I have been offered a tablet for £1 but cannot redeem it.

I have called EE multiple times and have raised a complaint which seems to get closed without action. Staff don't seem to know how to resolve this query.

Can anyone help?

[Northerner]

Hi @ij001 

Did you follow the instructions: https://ee.co.uk/tab-a11-terms

It also says : Subject to availability. While stocks last. New customers only not available to existing mobile customers.

Thanks 

[ij001]

There is stock as I can purchase it. I've called 3 times in the last 2 weeks and each time I am told its being looked at.

I have received the SMS with the code but it has never worked. I tried it within 5 mins of receiving it (05/12/2025 at 12:00). My order was placed on 02/11/2025.

I have a complaint reference number 2*******.

[Mod edit - complaint reference removed, please do not share any personal details in public]

[ij001]

In stock

Error message:

[Ali_A]

Hi @ij001 

Please make sure you're logged in using your linked EEID when making the purchase. 
 
Ali 

[ij001]

Do you think I haven't tried that already or customer services haven't mentioned that already? I've spoken to them 3 times now and surprise surprise today my complaint above was closed a new one was opened with yet another 5 day wait.

This is a repeating cycle - EE raises a complaint and make all sorts of.promises to deal with it in 3-5 days by submitting a "web form" that neither the broadband team or the mobile team have any control over. After 5 days have passed, you close the complaint without contacting me. I call back only for the broadband team to blame the mobile team, and the mobile team blame the broadband team. Noone seems to be able to confirm what the status of the existing complaint is. A new complaint and web form gets logged with the same promises and no contact. The process repeats. I have been trying to resolve this since the 5th December. 

[Ali_A · Accepted solution]

Thanks for confirming you have tried while logged in, @ij001 

I'm disappointed to hear that you feel no progress is being made with your complaint. 
If you get in contact with our team, they'll be able to confirm if there's a complaint open at present, and if needs be you can request to escalate this. 

We want to give all our customers an excellent service but if you feel your case has been closed prematurely and hasn't been handled the way you had hoped we want you to know how we can fix it. Please visit our Complaints code of practice page for details about our handling process.

Ali

[ij001]

Hi Ali

Perhaps you didn't read my previous message in full - I have contacted the EE team. They are unable to confirm what the current status is. This keeps happening since the 5th December when I receuved the SMS. Your message sums up what's wrong with this process - noone seems to be looking at what's going on with my original request. Yet again today I have had another "web form" logged with another 5 day wait - noone is able to explain why the previous web form request was closed and what the outcome is. The broadband team keeps blaming the mobile team (as the tablet is a mobile device) and the mobile team keeps blaming the broadband team (as its an offer with my broadband product).

What would be helpful is if you can look into what's happening with my complaint and why it was closed. Asking me to call in isn't helpful. I would expect EE to make contact with me seeing as I called in to raise a complaint and enquired about why this broadband offer isnt working. Yet this doesnt happen despite numerous promises by different teams.

Regards 

[Lesley_W]

Thanks for the extra information @ij001 

I understand why you'd be disappointed at the experience you have had trying to get this resolved. 

We don't have access to your account here on the forum, so @Ali_A's advice to get in touch is the best action to take. I appreciate you may not want to call in again so there is the option to fill out the webform you will find here Make a Complaint and a member of the team will contact you after reviewing your case.

Lesley

[ij001]

How many times do I have to call in to resolve this? I am on the phone right now for 1 hour and 24 mins and counting and nothing has been moved forward. You've closed my complaint again, and the mobile team has blamed the broadband team again but the issue isnt resolved. 

How many times do I need to call in for EE to take this seriously? 5 times? 10?

Why is noone in either your broadband or mobile team able to resolve this, or pass the request on to the team that can? 

Do you think calling up to explain the problem over and over again for your agents to repeat the same apologies and complete the same web form is acceptable?