I'm not sure if EE are even slightly familiar with the term 'customer service'. I've had my broadband with EE, previsouly Orange and prior to that Wanadoo, for 6-7 years and the complete lack of interest in the fact that my home broadband has been disconnected for 7 days is incredibly frustrating!
After 6 years of free broadband as part of my mobile contract, I was astounded to hear that my free broadband had been disconnected because of an unpaid bill! Obviously when something is free you would not expect to have to pay for it. With no commincation at all, no phone call, no letter, no email, they've just decided to change my package. If that's not bad enough, they are also claiming that they didn't change my package, they claim I called and asked if I could start paying for my broadband instead of having it free of charge! Even though this would be completely illogical to any normal person, the customer service department don't seem to think there is anything odd about this. I feel I have been completely scammed by this mob.
Outwith this issue, the speed of broadband and the general service provided is well below par. I would recommend staying well clear! Since Orange changed to EE it's almost as if a conscious conclusion has been drawn that the customer is always wrong!
EE broadband
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Overview
- EE mobile, Orange Mobile and T-Mobile customers get a £5 a month discount on all EE broadband
- Unlimited broadband packages starting from £5 a month
- All packages include calls
- McAfee Security suite included
Best selling EE broadband deals
- Broadband + Phone
EE Broadband & Calls
- FREE setup + £2.50/mth*£2.50 for 6 months
- Includes phone bundle* + £14.75/mth line rental, £11/mth if you pay 1 year in advance. Free weekend calls to UK landlines including 0845/0870 numbers
- Offer ends 30 Jun*6 months HALF PRICE. Offers apply to existing Orange, T-Mobile and EE Mobile customers only.
Or Call 0800 294 7338
About EE
EE is the UK's newest broadband company, a joint venture between Orange and T-Mobile offering both ADSL and fibre home broadband to go alongside its new 4G mobile broadband network.
EE is replacing Orange home broadband but for existing customers there is no change apart from the name; pricing and services remain as they were before. Crucially, Orange and T-Mobile phone customers continue to benefit from reduced fees when using EE at home, a key feature that makes it a very compelling choice for the value-conscious.
In addition to the usual ADSL fixed line service EE is also offering fibre services up to 76Mb, taking on BT Infinity, Sky Fibre and Virgin Media with its own ultra-fast offerings.
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This company does not give what they say they are going to provide. horrible broadband i have been disconnected countless of time and clearly EE is not doing anything to fix this in fact i dont in even think they know what they are doing. im leavibg this company as soon as the contracts end.
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Report abuseDecided to join EE for home broadband as my mobile phone is with them and they offered me a great deal. They sent the OpenReach engineer out as required (this was two weeks after the initial ordering date). Both myself and the engineer discovered that I needed a new phone line as the existing one had been completely ruined before I moved in. He had no trouble or arguments about working outside in the rain to fit a new line for me, drilling a hole through my house and feeding it through (I must say this was an extremely neat bit of work). The router was not there when the engineer arrived after I was told by EE it would be sent out the day I placed my order so I telephoned them. My response was that due to a high number of calls from customers who receive their router and do not realise that the activation has to be complete first before the internet works, they now send it out for you to receive it either on or the day before your activation. Router arrived via Royal Mail without a hiccup and now receiving broadband perfectly. Signal is brilliant, speed brilliant, price brilliant.
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Due to moving house, we looked for the best Broadband deal. Due to 4G, we looked at EE. The service initially was ok, regarding set-up, but as I work from home I realised my emails were not sending. I contacted EE and an assistant immediately logged in to my system. He sorted the problem with the emails sending, but as he did so he immediately deleted the whole of my Inbox, where all my work was stored. His response was "Oooops. I've deleted your emails. I'll get someone to call you back within 2 hours".
8 hours later, I had received no response and lost a day's work. I called them to be told "the manager's in a meeting. I'll get someone to call you within 24 hours". I explained someone had to call me back immediately as I'd already lost a day's work and this was urgent. I was promised a quick call-back.
Another hour later, I called them again and explained the problem. The person on the end of the phone kept saying "Ok, so you need some help sending emails". I became frustrated by this time as not only was I losing time and money, but they didn't even understand what I was explaining to them.
When she finally understood what I was saying, she said "Oh I see the problem. The emails have been deleted. I'm sorry but they've been deleted from the server and there is no way of getting them back". I explained that was not good enough but I kept getting the same response.
I immediately complained via email to EE customer services. 10 days later they failed to respond so I chased them. Their response was
"Thank you for your email regarding your complaint.
Our records show that a complaint was raised and a supervisor advised
you that once emails are deleted it's impossible to restore them.
Please go to our homepage and select Code of Practice for more
information on our complaints procedure.
Thanks for taking the time to write to us."
If I was less angry, I might have laughed at their response. I've complained again but got a similar response. I'm clearly getting no where with them and they say I can only cancel the contract if I pay a cancellation fee.
Incidentally, my IT support managed to reinstate the emails so all was not lost. But this was only done after having a day from hell in the office due to EE. It also proves EE have no idea what they are doing.
I shall be leaving them as soon as the contract is up.
My advice - go to anyone else!!!
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