Mobile/Broadband ? Nothing but Problems.

[L_P95]

My new phone contract cancelled within 4 days as I could not make or receive a phone call within the 4 walls of my house, and waited over a week for a broadband package to go live only to find out after multiple live chats through the app and over 4 hours of phone calls that it was never going to live in the first place as someone had placed my order but then someone had cancelled the broadband order in the background.  To make it worse the broadband account I was told was cancelled and never went live, I was then billed for, despite being assured I never had a contract in the first place. 

I then stupidly went with EE again for a new broadband service mainly because they could provide the service the quickest, and I am not receiving any emails from them regarding my new account because they've spelt my name wrong on my email, you couldn't write it. Quite simply the worst company I have ever had to deal with. 

[L_P95]

@Sarahcharlie124 sorry to revive an older thread, were you liable for an early termination fee that they tried to enforce in the end? I have signed up with EE just this week went live Tuesday, but have now processed an order with another provider who are much cheaper and faster, and I have no doubt will provide a better service, as the customer service I have received from them the last week has been terrible. Consequently I have now received a text to say I'm still in contract and will owe £250.23. Will call them tomorrow to tell them I'm cancelling within the 14 day COP, and I am expecting that to be the last of it. My experience with EE the last 2 weeks has been atrocious and caused me no end of stress. 

[L_P95]

@Kimbly45 Did this get resolved for you? I am in a similar situation only I am only 2 days into my contract not happy so have pushed forward with a switch to Vodafone and received a text instantly saying I'm in contract and liable for a £250 Early termination fee. Ill call them tomorrow to reaffirm my cancellation but I've had nothing but issues speaking to EE over the phone regarding a mobile contract I had with them for 4 days and a previous broadband service they charged me for but never provided. All the advisors get sarcastic and don't listen to your concerns over the phone about constantly being fobbed off with poor information. I'm not even receiving any of the emails from them either about my most recent package as I'm fairly sure they've spelt my name incorrectly on my email address. 

[Sarahcharlie124]

Hi. After a very lengthy process, I was not made to pay the fee as I notified of intent to cancel within the 14 day cooling off. Firstly they told me I didn't have to pay, and gave me a final bill which they actually owed me, they forced me to pay the first month's bill but I didn't have it a month so refunded me (if I didn't pay they would have charged a late payment fee!!!). Then about 2 month later, decided I hadn't returned the kit and tried to charge me £85, sending me another final bill. I called them, again, and gave them the tracking number for the parcel AND the text from them saying they had received it. So I received my third and final, final bill, back to zero. 

Tips -

Make sure you get every conversation in writing, record it or get the chat transcript. I asked the operatives to email me confirming I didn't have to pay any cancelation fee and they did. 

Make sure you send everything back tracked and recorded, and save the proof of postage! 

EE are so dodgy and have extremely poor customer service so I will never ever use them again, and advice as many people as I can not to aswell.

Good luck 👍🏻 

[JimM11]

@L_P95 It all depends on how you signed on in the first instance, if you cancelled just because you got a cheaper deal then you are on the hook for the termination charge no matter what! You have already posted on the Forum what you did so it's out there now.

[L_P95]

I’ve also stated due to the customer service I’ve received, multiple phone calls to them with incorrect information being given, billed for a broadband service they never provided me, being billed for a mobile phone service that I cancelled and now their failure to provide me basic information such as emails regarding my account to which I still have no idea of my current new broadband account number because I have received no information from them. 

[JimM11]

@L_P95 Really, you cannot cancel with them, the other provider will already have informed off the line takeover, it's all your choice to what you do.

[L_P95]

Thanks Sarah, will now request emails sent whilst Im still connected on the phone tomorrow when I speak to them. I can no longer chat via the app for some reason, the feature has disappeared but will speak to both the mobile phone team and the broadband teams tomorrow to get this resolved. Im in the same boat I’ve been billed full amounts for mobile and my phantom broadband account but had the mobile service no longer than 4 days and never had the broadband now will have to wait over a month for refunds to be issued when the money should have never been taken. 

[Peter_W]

Good morning @L_P95.

Thanks for taking the time to share the details of your recent experience. 

This is certainly the last way we'd want you to be left feeling; it should absolutely be possible to amend the mistake surrounding your emails, but I appreciate you'll feel especially let down considering your earlier experiences here.

Have you managed to get in touch with anyone to discuss this? 
It still should be possible to locate the account via your postcode and other personal details.

Peter

[L_P95]

Hi @Peter_W 

Yes, spoke to a very helpful member of staff in Alistair from retentions earlier, however I am still (as of writing this) awaiting the official EE cancellation email to come through which whilst on the phone would not send. He discovered my email had been spelt wrong and my billing name had been spelt incorrectly too but different to the email, which is just ridiculous. I have received an email from him direct showing me my notes on the account confirming what I wanted but still frustrated I have not received the formal communication from EE. The transition from BT to EE I was promised has unfortunately for me been a disaster from day 1.