EE Home Secretary

[Stavros85]

Can anyone help me I hade Verisure come out when I got it through EE and when they came said could not fit it because of a signal problem then told me someone will call well no call can not get hold of anyone spoke to about 3 different EE people who just put me to a number that does not answer this is really bad service I am receiving from both EE and verisure the number I got was  0800 048 9279 but no one answer I am not happy at all 

[Stavros85]

Can anyone help me I hade Verisure come out when I got it through EE and when they came said could not fit it because of a signal problem then told me someone will call well no call can not get hold of anyone spoke to about 3 different EE people who just put me to a number that does not answer this is really bad service I am receiving from both EE and verisure the number I got was  0800 048 9279 but no one answer 😡

[Chris_B]

@Stavros85  Not sure how you’re receiving a bad service from EE, they’ve supplied the equipment that you’re paying for each month via your contract and that’s it. 
The service provider for that equipment is Verisure and you need to be speaking with them about this.    Try this number 08001585560 I got this via a google search and going to the Verisure website. 

[Stavros85]

I have spoken to 3 EE customer service team members and who just put me though to verisure and when I talk to them they say as I got it from EE they are the Provider and have to sort out but no one knows what to do when you call both parties and they both just pass you back to each other so yes I can say that it's bad service I been with EE for 20 years and not had one problem but when your getting passed back and to and told different things yes I can can say this 

[Chris_B]

@Stavros85   It’s Verisure.       I’ll put it like this.  You purchase an Xbox same way from EE but you have an issue with connecting that to Xbox live.  (  that’s Microsofts online gaming service for the Xbox ) Whose service are you trying to connect to ?   

The Verisure setup you’ve purchased works via your internet and obviously you have no issues with that or you’ll be stating that.  Who’s your ISP ?  you don’t say.    The no signal is from what as you don’t say ?  The service you’re not getting is from Verisure the payment for the equipment you’ve got is via your EE account and that’s it.  EE don’t install Verisure hardware. EE don’t monitor Verisure hardware.    Verisure install and monitor there systems.  You’re only purchasing it from EE via your account.  

[Stavros85]

There's nothing wrong with my wifi and the no signal is what the man said so I can not comment on what signal as that's all he said I have spent 2 days back and 2 with EE and the alarm company who are just passing the book to each other also the alarm company said as its not purchased from them directly it goes back to the company who I purchased it from that is EE 

[Peter_W]

Good afternoon @Stavros85.

Welcome to the Community!

This is a tough one for us to comment on, as we're not quite sure what the installer meant around the lack of signal. 

Did they suggest this was something that could be fixed and then the installation could take place, or was it a permanent issue that can't be overcome so the order will need cancelling?

Also was it alongside home broadband, or mobile that you took this out?

Peter

[Stavros85]

Told me something to do with the signal and would not be able to be installed and just left and said someone will call but no call I taken it on on my mobile contract like I said in the other post I spoken to EE who pass you to the security company when you talk to them they pass you back to EE as they are the provider all I wanted to know is is there another option is this one can not be done 

[Peter_W]

I've had a check over our guidance on this @Stavros85, and for any installation issues our team need to transfer out directly to Verisure.

Only they would be able to guide you on the next steps for getting this sorted, or if the issues can't be resolved, they should be able to tell you explicitly.

Peter

[78net]

I had similar issues with EE/Verisure. I discovered the difficulties we are having is due to the contract between the two companies coming to an end in October. I guess Verisure lost out on too much money by not charging for the equipement. The number I have for issues with installation - 03332009000. My issue was Missed Alarm System Installation – No Show, No CommunicationI - remained at home throughout the entire time slot today 09:00 -13:00, but no engineer arrived, nor did I receive any communication to reschedule or explain the delay. I attempted to contact the team multiple times via the number provided in the booking email (020 3318 1770), but my calls went unanswered. I guess EE customers are not a priority to verisure as the billing is done via EE not verisure so our contracts are with EE not the alarm company. What this means ultimately is poor service. But signing up for the EE home security package literally saved me £700 + VAT (which was my quote direct from Verisure) - and by the way when I got the quote they arranged for next day installation until I cancelled when I saw the EE deal - funny that.....