Why is EE so terrible? No phone ☎️ after 5pm??

[PhoneCentre212]

I was rather taken back today over the number of issues with EE. I went to call them and cannot seem to reach anyone after 5pm. They say they are OPEN till 8pm but this is rubbish as they are not answering there messages on their IT platform. As a result I cannot make a call to the USA tonight as I have no way of finding out the costs. 

So here’s my question. How on earth can a company of this size not have round the clock support? Yet Incan in my small business. What is wrong with EE? 

[PhoneCentre212]

I am in the process of writing one formal complaint looks like I shall be writing a second. 😕  … Ofcom seems to be the only way to go. Then small claims court. 

[Matt_124]

EE Business Customer Services have different opening days and opening hours vs those available to Consumer customers.

Details can be found here: https://business.ee.co.uk/help/contact-us/get-in-touch/ 

[PhoneCentre212]

Crazy. Why do I have to send an email to ask a question if you don’t answer it.



Sent from Outlook for iOS<>

[Matt_124]

This is a public user discussion forum and I, as well as the majority of members here, do not work for EE and as such can not answer speculative business strategy questions on their behalf. We can only provide advice, guidance and signposting.

I have addressed a possible reason for the opening hours discrepancy you pointed out with CS for Consumer accounts being open until 8pm, and Small Business accounts CS having different hours to these.

You have replied to this public forum thread via your email, if you have a more specific question that we can answer here in the Community feel free to share.

[bristolian]

To add, you mention complaining to Ofcom & potentially issuing legal proceedings.

It's clear on Ofcom's website that they don't accept individual customer complaints other than for statistical purposes. EE, in common with every telecoms provider, has a documented formal complaints procedure which includes referral of unresolved or deadlocked complaints to ADR - currently Ombudsman Services.

I would recommend you take legal advice before issuing small claims proceedings, courts tend to take a dim view of cases brought when ADR is available.

[XRaySpeX]

OFCOM don't handle individual complaints. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[Katie_B · Accepted solution]

Good morning @PhoneCentre212. 

Welcome to the EE Community. 

I can see information regarding business opening hours has already been provided, I am sorry you have not been able to get in touch to speak with someone when opening time is till 6pm. 

Information on making a call to the USA can be found on this page HERE.

Please let us know if you have any other questions, we will do all we can to help here on the community. 

Katie 🙂