No A/c No. No Netflix and Now access. Terrible Customer Service.

[SHTH]

Where do I begin ! Since being moved from BT to EE, nothing but problems. Wi-fi keeps dropping off, even after an alleged fault rectified and an engineer coming out.

Swapped to the Entertainment package in March and no welcome "Thanks for choosing EE" e-mail, therefore no account number access.  On our billing unable to see our Broadband and TV bills, although we can see our mobiles.  Paying for Netflix etc., but can't access it, despite being told by the engineer he would send screen shot of screen when trying to access to Customer Service.  Just been charged over £100 in one month for a service I can't access or see the bill for.

Try navigating the numerous EE sites on the web and end up diving down rabbit holes for two hours and still no answer.  Try calling them and all you get is "It's not possible to connect your call right now please try again later".

Appalling. Had enough. If anyone asks we what I think of EE I hope they have a few hours to spare!

[Schockwave]

Hello @SHTH ,

Welcome to the community,

Have you checked your spam/junk folder?

[SHTH]

Yes, I checked Junk, deleted, everywhere possible. Nothing !

[Ali_A]

Hi @SHTH 

Sorry to hear of the experience you've been facing with your Netflix and Now TV services. 

Can you tell us the error message you see when trying to access those services? 

Ali 

[SHTH]

We did not have our Broadband or TV subscription Account numbers. After trying for 2 weeks to get someone to help me I now have the A/C No. When trying to link the Broadband & TV account with our Mobile A/C I now get the error message " Given Name.

On looking at our profile online we have two names in there, my name, and my husbands name as a preferred name, why Im not sure as we didnt ask for this. My name is mis-spelt the surname is incorrect spelled. so I am guessing that this means our details dont fully match those on the billing account. 😠.  I then try to call the number through my EE mobile 08009566000 and once again am met with the incessant message from every number EE owns, "It's not possible to connect your call right now please try again later" !!!  I now want to cancel my contract and I bet I won't be able to do that without endless useless phone calls and uninterested customer service. Never had a problem with BT who I had used for as long as I can remember.

[Ali_A]

@SHTH 

Thanks for the information. 

The Customer Service team will be able to correct the details on the account, which will also allow for the registration of online services to match. 

It would be best to call our Broadband team directly using the number found at Contact Us About Broadband | EE 

Let us know how you get on with contacting them directly. 

 Ali

[SHTH]

Sadly Ali I have tried so many times I have now lost count to get through to be met time and again with the same message !

" It's not possible to connect your call right now, please try again later" !!! So I do, again, and again and again ! Same thing.

I don't have time to spend all my hours in the day on the phone trying to contact EE who seem uninterested in their customers.

I have lost patience.

[Katie_B]

Hello @SHTH. 

I am very sorry to hear you have not been able to connect. 

Are you calling from your mobile phone?

Please could you confirm what number you are calling?

Speak soon, 

Katie

[SHTH]

Yes I am calling from my EE mobile on 150 or dialling 07953 966 150  with a number of other random numbers in the hope I can actually speak with a real person.

[Ali_A · Accepted solution]

Hi @SHTH 

We're not aware of any issues calling through to Customer Service, and have many calls each day, both through EE mobile and calling from other phone lines. 

Please try the number found in Contact Us | EE from a Land line. 
If you're still having difficulty contacting Customer Service you can pop into any EE store where a guide will be able to get you connected to the team. 

Ali