EE/Verisure Smart Home Security System

[VW1974]

Oh my god!  How difficult can it be to purchase a product that EE offers!!!

I have been trying to purchase a home security package that EE offers with Verisure since mid April 2025.  My details have been passed along to the specialist sales team on numerous occasions so they can call me back, the latest time being this last Friday; as yet, I have not received a call back!

I’ve now been advised that I need to order this system through EE’s app or website; “sorry, there’s been a problem, this is our fault not yours” is the only message I get when I try doing just that!

Speaking to EE today on a different matter, I was advised you couldn’t in fact place an order for this system on the app or website as it was the “specialist sales team”  who I needed to speak to.

To go direct with Verisure would cost more money than I have.  I’ve been with EE since they were 1-2-1 (1990’s) and was attracted to their security package as there is no up front charge or installation fee & the monthly charge is affordable for me & has all the equipment I would need.

Has anybody successfully purchased any of the EE/Verisure home security packages through EE and, if so, could you point me in the right direction please?  I’m fast losing my will to live with this one!

Thanks - VW

[Lesley_W]

Hi @VW1974 

Thanks for coming to our community.

I'm really sorry to hear of your experience, it's not what we would expect to happen. 

When you called today, did the team pass your details over again for someone to contact you?

Lesley

[VW1974]

Hi Lesley - no they didn’t pass on my details.  I spoke with someone on Friday about the security system and they passed my details over again then for the team to contact me; the lady I spoke to also booked a call back for herself to call me back tomorrow afternoon to check whether I’d been contacted or not.  She has also put through an official complaint about this issue for me at the same time.

One of EE’s team has already arranged for my broadband to be upgraded to the unbreakable broadband so that side of things is in place, ready for the security system.

many thanks - VW

[XRaySpeX]

No Broadband is unbreakable!

[VW1974]

Hi Lesley - I’ve spoken at length today with an EE guide about buying an EE/Verisure security system.  Long story short is he thinks the “Home Security Sales Team” no longer exists which is why I’m not getting a call back and I can only buy this package on-line through EE’s app and website; I cannot do this through either!   I keep getting an error message saying it’s EE’s fault, not mine & to try again later.  The EE guide has confirmed that there are no issues with my EE account and that Verisure do cover my area and that if I continue to have issues with not been able to purchase this online, it may be best if I go direct to Verisure, which I cannot afford and, due to medical conditions, I cannot climb ladders to install the cameras myself & have nobody who would do it for me.  At every turn, I keep coming up against a brick wall.  What do I have to do to place an order for this?  Is there a technical issue with EE’s app and website?

Thanks - VW

[Alex_H]

@VW1974 I am sorry to hear this issue with ordering security is still ongoing. At what point during the ordering process online are you getting that error message? Have you tried other browsers as well? 

The Home security is available to order via the website or app generally so there maybe an issue with your online account causing the error if it still happens on other browsers or devices when trying to order.  

Did they still have your complaint open at the end of your last call? 
 

Alex

[VW1974]

The problem occurs at the very beginning when I am trying place the order; I successfully log in and can see all of my account info for other products I have with EE.  I click on shop, then home security (it then asks me to log in yet again) -and when I go to the home security package I’m interested in and click “place order” it buffers for a bit then throws up the message that there’s been a problem and it’s EE’s fault & I should try again later.  Yesterday, just after the near two hour phone call I had with one of your colleagues, I tried to place the order again only this time it said that the home security system was not available in my area; when I tried again earlier today, the message had reverted back to the “something’s wrong, it’s our fault…” message.

I have tried placing the order using the app as well as on your website using chrome and safari as well as using my iPhone, Apple tablet and my laptop; all have been unsuccessful.

EE Guides I have spoken to have confirmed there are no issues with my account(s), nor, after me checking with Verisure, is there an issue with availability in my area.  When I have tried to report a technical error via 150, I only ever seem to get through to the tech team dealing with broadband faults.

yes, my formal complaint is still open; as i was not impressed with the outcome of yet another attempt at purchasing the home security system and EE staff members knowing next to nothing about this system, how to order the same or being able to help me generally, amongst other things, I wanted this complaint to be upheld and dealt with, hopefully with the outcome being that I can buy an EE/Verisure home security system from you sooner rather than later!

having got nowhere with EE, I called Verisure direct yesterday; they confirmed that their home security systems did cover the area in which I live.  They also confirmed that Verisure had stepped away from partnering with EE in supplying home security systems to new customers but would still be supplying support through EE to EE customers who were already using their home security systems; Verisure were very concerned that EE still had the option available on their app and website for their security packages to be purchased by new customers and confirmed they’d be looking into this issue further.

Many thanks

VW

[Alex_H]

@VW1974 Thanks for your reply to my questions regarding trying to order that does help clear things up. I can confirm we are  still selling Home Security in partnership with Verisure at the moment. 

I am sorry it has not been a better experience trying to order. Previously this was handled by an outbound sales team as had been mentioned to you  when you called, but this process did change earlier this year. I have sent feedback regarding the guidance on this to make sure it is updated for the future to avoid any confusion again. 

From your reply you mention having spoken mainly to our technical team regarding this issue, just do double check at any point have you spoken to our sales team for help with placing an order? 

Have they advised you of any next steps regarding your complaint or when you are expecting to hear from them? 

Alex

[VW1974]

Yes I have spoken to EE’s sales team who have confirmed the home security system with EE & Verisure has to be purchased using the app or website.

i had an email response yesterday or the day before from EE confirming my complaint had been closed; no contact from EE management before the complaint was closed to explain why they were closing the complaint, no explanation as to why I can’t purchase the security through EE regardless of the method and no explanation as to what investigations had been carried out either.  Absolutely disgusting for a company whom I have been a customer with for approx 30 years - since you were 121 back in the 1990’s.

[Alex_H]

@VW1974 Thank you for getting back to me with an update, I am sorry that you have not got any further with resolving this. I will send you a private message if you can please take a look in your inbox, to see if we can get you the help you need with this.
 

Alex