Been with EE through all incarnations-Freeserve, Wanadoo, Orange and now EE. Orange offered me a deal whereby I got Broadband for a fiver provided I took a mobile contract of £30 per month or more - suited me fine, and I've never had cause to complain: until now They're now reneging on this deal saying they can't afford to provide my broadband for £5 and it'll now go up to over £20! This leaves me with a year to run on my mobile contract, from which they will charge me £350 to withdraw. On complaining, I found myself stuck between the broadband and mobile departments, neither of whom would negotiate both sides of the deal. I was, however, offered the telephone number of someone who would explain how the increased fee would improve my broadband (it wouldn't-I get a consistent 6.8 Mb/s download on an 8 Mb max line.) After much throwing the dummy out, a nice young thing offered me a broadband and telephone line deal which would undercut my current broadband and calls costs, so I accepted, and went through the rigmarole of giving all relevant details (which they already had, being a current customer), only to be told at the end that, because I was "off net" (live in the sticks) they couldn't offer it! So, to cut a tedious tale short, I've cancelled the broadband contract and gone down the BT route, which gives me free calls throughout the week, "Unlimited" broadband, and MotoGP on BT Sport too! Stuff EE. And that'll be the end of them for my mobile contract when it ends. I really resent it when people don't negotiate fairly and logically. It wouldn't have been so bad if they'd said I could withdraw from the mobile contract to be even-handed.
It may be worth telling them that as they have broken the contract you will not be continuing the mobile contract and telling your bank not to make any further payments. I did that with Vodafone on far flimsier ground and got out of my contract 6 months early without a penalty. Be assertive and stand your ground.
On the positive side at least you were able to speak to someone in EE about your problems dont expect that when you try BT broardband customer services in Dehli, their customer service is pitiful.
^^^^ Totally agree with the above, I gave up with BT over multiple problems with my phone and broadband. Speaking to "Bill or Dick or Steve" from Delhi didn't help as there were definitely communication issues and I found it hard sometimes to make them understand what my problem was, they just work from a script it seems.
I have to say when I had a problem with my BT broadband I used the live chat and the guy realising I wasn't sure what I was doing rang me and ran through what I needed to do and was very helpful He even rang back a couple days later to check all was still ok
i had a problem with my BT broadband, tried the helpline, gave up when i got 7 different answers to the same problem...... emailed the retail MD and had a member of the UK based executive complaints resolution team, on my case and available for 28 days after resolution.
EE customer service is the same or worse and definitely not UK based. I recently switched home broadband from EE, I'd had all the different versions from Freeserve to Orange without too much bother but the minute they became EE the service went down the pan with broadband forever cutting out and them blaming BT (as the line provider) and BT blaming EE resulting in nothing getting done. I switched to BT to get all the 'blame' onto one supplier and it has been better, though not without problems but at least they seem to do something about it when the service drops. I reckon EE stopped caring about the 'small guy' once they got the 4G contract, that and they spunked all of their money on Kevin Bacon's wages...
Definitely chasing them after the switchover, I don't want to return to them, though. As said, it may be easier dealing with one supplier, although Openreach won't deal with individuals any more, only via BT. Thanks for the info re BT customer services-I tend not to rate any of them any more. My biggest issue with broadband is the line quality. I usually get 6+ Mb from a line rated at 8 Mb max, but it has three joints in 100 metres underground, and when the water gets in I suffer drops in speed. I now have a very good relationship with the Openreach engineer who knows where all these are, having had to dig them up several times. Being a girl would possibly help but it's far too late in life to change now. On the plus side, I now can watch the MotoGP ...
Good point. I had issues with VirginMobile about three mobile contracts, so I transferred the numbers to Vodaphone and cancelled the direct debits. If VM want any money out of me, they will have to sue me. That I would like to see. But I doubt if they will try it.
