Poor Customer Service

[TheAiAccountant]

Is anybody else experiencing poor customer service from BT/EE and feel like they are being fobbed off at every opportunity?

Has anybody managed to successfully register a formal complaint in the last four weeks?

Are you experiencing wait times of over an hour and/or having to deal with rude and dismissive representatives when you are finally connected.

Does anybody else feel that the “service” provided to customers requiring help and in your experience is unacceptable?

I am astonished and bitterly disappointed at the way this business is conducting customer relations. Has anybody been charged a termination fee when they have chosen to get a better provider because EE/BT are simply not good enough?

Will OFCOM please intervene and hold this business to account for their appalling service? Please?

[TheAiAccountant]

The “service” I have been receiving is nothing short of diabolical. Problems obviously relate to BT/EE combining. I can’t even make a formal complaint. Please will OFCOM intervene and hold them to account?

[TheAiAccountant]

Typical shoddy reply

[TheAiAccountant]

You should be ashamed

[XRaySpeX]

To what EE product/service are referring?

[TheAiAccountant]

I have broadband, landline, mobile phone and data sim. I tried,
unsuccessfully to add two SIM cards for my children. Formal complaint
unanswered. Callback unanswered.

[XRaySpeX]

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@TheAiAccountant wrote:

Please will OFCOM intervene and hold them to account?

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No, OFCOM don't get involved with individual issues.

[Minkey1]

@TheAiAccountant 

BT switched my BB/TV in early October, and I asked for 2 SIMs to move a couple of days after, wanting everything in 1 place as I’d had w BT.

Issues with each. Got nowhere w 150 or w “X” so defaulted to my standard route via ceoemail dot com and emailed the 2 CEOs. Each element passed to a different Exec Complaints/Tech team.

BB and TV resolved, with £50 compo. Phones still O/S and being monitored. Meanwhile further £29 compo pd on them (no, me neither). Seems to me that BB and TV operate separately to mobile 🤷🏼During all this I was told to take ID down to the local store. Lad was friendly enough but couldn’t scan it and told me to try 150 again🤷🏼

I’m contracted now and in any event have no confidence any other network is any better. There’ll only be 2 other options anyway. And I loathe Vodaphone. IMHO everything in this country is based on price rather than value and that’s partly the fault of consumers.

Still. Hoping that once it settles down all will go forward trouble free without any need to contact them again. It’s all on DD. So long as each service works 🙏🏻

I won’t add anything else to the account or attempt any upgrade eg WIFI7. I’ve no confidence it would go smoothly. Wouldn’t dream of buying anything from the online store.

My advice to anyone currently w BT would be to avoid doing anything which gives them the opportunity to initiate the switch. It’ll happen anyway, and there’s no going back, but at least there’d be a little time grief free.

Had some good advice from other folks on here. Keep plugging away would be my suggestion.

Good luck.

[XRaySpeX]

Yes, @Minkey1 , BB, TV & landline are separate from mobile business :

1. Separate billing systems from divergent antecedents.
2. EE is mobile-centric,

[Minkey1]

@XRaySpeX 

Yet when last week I asked Exec Complaints whether they were 2 separate co’s, all I got was silence. Not sure why so coy. Does explain a lot; notably why I have to pass at least 3 months “security” with the phones (they mean paying the bill) before everything’s merged as I had w BT, whilst  the BB/TV side have no such worries.

BTW, @TheAiAccountant  this is a community forum. Some staffers look in, but can’t access your account. No need to snap at folks on here.