EE Business - Terrible Support

[Mjer]

I have been an EE small business user for several years now. The support level is appalling and I am still waiting for a manager call back to resolve issues that have been going on for months. 

Smart Benefits and Roaming is included in my package. I as a business user you do not have the use of the EE App or texting service. So every time you want to change anything you have to call up. Takes hours of your life every time. Usually have to call 4 times to get 1 thing done. 

just visited USA and switched my smart benefit to roaming. After an hour on the phone it failed to work. I was told that EE is no longer offering ‘minutes’ in the USA. Despite it being in my contract and still advertised on new Contracts. I spent 6 hours of my holiday on the phone to EE on 8 separate calls. No resolution. 

I returned to the UK on 4th Jan. Switched the Smart Benefit back to TNT sports. Because roaming doesn’t even work. 

now the 16th Jan, 10 calls to EE later and still no TNT Sports. Customer service is pathetically appalling. Even when I say ‘please do not transfer me to TNT sports - they cannot resolve the issue’ they still transfer me.

Every. Single. Time. 

manager callbacks have been scheduled 3 times this year. Never received a single one. Still waiting. 

I would like to leave EE Business and would highly recommend avoiding at all costs. 

[Schockwave]

Hello @Mjer ,

Welcome to the community,

Not sure about business account, but did you make sure that roaming was enabled on your account?

If you have not upgraded or changed your plan, then roaming in the USA should still be included in your plan, you can check this by checking the add-ons in your account and see if roam further is there.

[Mjer]

Hi @Schockwave ,

Yes, unfortunately these are problems specific to Business customers. 

For some reason we get absolutely none of the functionality that a regular EE customer gets. I have been both and almost every function of the app and texting service is broken and has been for 3 years. The only solution is to call them every single time... and apparently that still gets you no where.....

[Katie_B]

Hi @Mjer. 

Thanks for reaching out. 

I have sent you a private message to discuss this further. 

Speak soon, 

Katie

[bristolian]

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@Mjer wrote:

Yes, unfortunately these are problems specific to Business customers. 

For some reason we get absolutely none of the functionality that a regular EE customer gets.

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The complication with business accounts is that the end-user is rarely the bill payer or account holder.

[Mjer]

Nope, the complication is that the EE  Business customer service is appalling and when you are told you will receive a call back from a manager within 48 hours (which is quite frankly a ludicrous amount of time to wait for a Business Phone not working), you don't get one at all.... ever.

[Mjer]

Just a little update....

I have now been contacted on here by EE. To solve my problem of not receiving a promised Manager callback within 48 hours....

They are now going to get me a callback within 72 hours. WOW. I wonder what it will be this time next week? 96 hours?

Nice work EE, nice work.