You offer nowhere to raise issues concerning EE customer service, so I am posting this here.
I've purchased a contract from your store in Lancaster for a new Galaxy Zfold6 , home broadband and a further SIM card. The sales pitch was sleek. It appears that sales are EE major priority, because at every turn I am offered upgrades (ridiculous purchased a photo from you) and sales, but no help with my problem, nor easy access to get help. I don't want to ask unpaid people for help I want the people paid as the service provider to explain to me why they have repeatedly failed in their service, and lied to me.
Lie 1: my Galaxy Zfold6 which come with a case it did not.
Lie 2: the new Hub would arrive with two extenders and I could call for a third; it came with one.
Lie 3 the engineer , who is not part of EE but OPENREACH will call you 30 minutes before he arrives. He did not. I have husband with dementia, it takes a long time to get him up and about so as no call I did not stress him, then suddenly there is a man at my gate, no advance warning as we were told. Luckily we had a guest today and he witnessed the entire debacle.
Despite having message via SMS on the number on which I was messaged by openreach I explained every detail of what I have now and what I would like to have in terms of the new installation - i.e. a like for like replacement via my loft, under the rafters 3m to my loft studio.
The first thing he said to me is 'I can't climb into small spaces it's against health and safety' the next thing he said I've got to drill a hole in your wall to support my ladder'. Who in the right mind with a good property would want a hole drilled into their wall? I said I'll support you ladder' he said 'you're not allowed, health and safety'. They do this so that they don't have to send out two people. It is appalling. He also told me he wanted to stick a box onto the outside of my wall, and that he would leave the existing copper cable in situ, hanging in the air. I asked for the hole through which it goes to be used for the new cable. He said 'it's got to be outside that's the rules''Then he said 'my ladders are too short' and that he couldn't do the job. We were all done found it the whole thing was farscicle.
At this point I'm not dealing with EE, not even Openreach, but a contractor now three times removed from yourselves, poor lad . He left and told me somebody would contact me to range for a man with longer ladders to come. (Seriously it was like an Alan Bennett play)
I tried to contact Openreach, but if you're a customer you must get back to EE your service provider. I attempted to do this, only after 40 minutes of trying I gave up. More than 2 days later I got a phone call from Openreach and their agent concluded that I was very unhappy: Ah the genius, and such intuition! He told me that he would refer it back to EE and THEY would then contact me.
Lie 4: Nobody has contacted me to explain, to apologise, or to discuss this matter. I have simply had another appointment booked for the 31st, when apparently somebody with longer ladders will turn up, this despite the fact that Openreach's own surveyor had assessed the property as requiring regular equipment, which may not be a lie but it is certainly incompetent.
I am now very uncertain as to whether I wish to continue with EE openreach and whoever else they contract out to. Why should I bother? it may save me some money, but it has cost me so much time, effort and stress -with more to come. Why can't they just to get it right first time,?.Another day of my time will be wasted.
EE gave me a discount on my mobile phone payments for taking out a broadband contract, which I would lose if I chose not to ahead. If I cancel I certainly think that all or some of that should be covered by EE for its lies, incompetence and lack of customer service, which is in ever sense deplorable. I feel completely ignored of no value and treat it with at best disdain. It had caused stress to us both which we - especially my husband - do not need.
So, unless I get a call from somebody ASAP I'm cancelling the lot.
Gavin Fercot
