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?

[bristolian]

---

@TheAiAccountant wrote:

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

---

You may be thinking of external arbitration. If you have a deadlock letter or an open complaint is unresolved after 8weeks, you can refer to ADR.

[XRaySpeX]

@Minkey1 : I wasn't saying they were separate cos. I was referring to their long-gone predecessors & no, not EE vs. BT.

[Minkey1]

@XRaySpeX 

Whatevs. If they operate separately they may as well be separate co’s.

They clearly are currently unable to offer a seamless one stop shop for triple play customers in the way that BT did.

[Leanne_T]

Hi there @TheAiAccountant 

I am very sorry you have had this experience moving from BT to EE. 

Could I just check, when and how was the complaint raised with our complaints team? 

You can find details regarding the complaints code of practice, in the Regulatory documents and codes of practice page. 

Leanne.

[Pat1300]

I tried to make contact again today, when initially reaching out a pop-up advised me expected wait time to be connected was approx one hour. It's now been 5 hours and I'm still waiting. 

Quite frustrating. Constantly checking my phone. 

[Dominic28]

Yes, I am having exactly the same terrible experience. EE has left me and my family with no phone connection for over a week, while they fail REPEATEDLY to transfer our numbers. Here are the incompetencies of EE staff: 1. I was told that e-SIM would work on each of our phones - this was wrong, requiring me to struggle through the customer -unfriendly website to order physical SIM card, failing, then speaking to customer service who ordered the dispatch; 2. Physical SIM cards were sent - but they were 'inactive' - it has taken a week, hours of my time with EE technical support, to discover that new SIM cards are needed; 3. the company then requires me, in my work time, to travel to an EE shop, to sort out the problem that they have created. 4. I registered a complaint and, guess what, the Executive Complaints department have called me, but using the number that EE has made inactive (I have a landline that they chose not to try). In conclusion: why would anyone want to be a customer of this company? 

[Lesley_W]

Hi @Dominic28 

Thanks for coming to our community.

I'm disappointed to read of your experience and I'm sorry that you haven't had a resolution to your complaint as they couldn't get in touch. 

Have you been able to get in touch with our complaints team again?

Lesley