How Do I get EE to call me back when they say they will?

[OliviaKillelay]

I have a serious complaint about a service problem STILL unresolved since Christmas Eve!

It comes to something when EE’s own staff make the following two comments…
The first was during a phone call when the customer service advisor said, “I _can see two things that we have messed up on here, the first thing is obvious and an easy mistake any of us could have made, the second mistake I cannot explain what our agent has done or why he did it, he must have just zoned out or something!”_
The second was an in store EE staff member that informed me, _“Customer service should not have sent you into a store to sort this out, I can’t help you and they should have known that but they never know what they are doing!”_

Between 3 & 4pm yesterday there was another failed promised call back that never happened this time by EE’s non existent customer service agent name Ava.

PLEASE can a manager or a senior operator action my case URGENTLY now and call me back to advise the network “No Service” that I am paying for problem is resolved.

[Northerner]

Hi @OliviaKillelay 

You'll need to speak to EE CS on 150 or complain here: https://ee.co.uk/help/contact-ee/complaint

Thanks 

[bristolian]

"No service" could indicate a multitude of underlying issues, either a local network coverage problem or potentially an account issue.

If you have access to your phone's menus, you can try doing a manual network search to see if EE is available, or compare with friends or relatives who may live locally - do they have service? Can you manually select EE?

If EE shows as available, or you can't connect manually, it tends to rule out a coverage issue and point at something account related. That needs access to your individual account to resolve, which is not available on this public internet forum.

[Rach_H]

Hi @OliviaKillelay,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with your phone, and that this hasn't been resolved when you've reached out to our team. If your phone is showing 'No Service' then the team may have tried to call you, but been unsuccessful, due to the lack of connection. I'd recommend calling the team on another line, or making a complaint using the complaint form that @Northerner has mentioned.

Rach