I share your frustration, my disconnect issues have been ongoing since last October. EE and Openreach have had me miss 19 days of work in that time due to appointments not kept, insistence that I be there for phone calls when not needed and Mumbai failing top pass information on. Openreach finally called on 08/07/2015 at 1703 and told me I had to be in for an engineer visit on 09/07/2015 at 0800. I explained that I worked night shift and may not be available for 0800, engineer hummed and hawed about this as apparently less than 15 hours notice is fine!! went to work and boss said if I couldn't finish a whole shift due to this then I was to go home, so no pay there again. 0800 came an went with the engineer finally turning up at 1130 and doing....yet another copper line test, this being the fifth. Took out his REIN meter and proclaimed my equipment as fine (I had already done all this) then informed me that the issue was external. I explained that I had already told both EE and Openreach this and explained that I am a network engineer and had diagnosed this months ago. Talk about looking embarrassed. EE emailed today with an offer of £20 as compensation, for 10 months of absolute *Expletive deleted* service, never mind that I am out of pocket over £3000 in missed wages and bonuses, £20 will make it all better. Needless to say they were told where to stuff it.

"glad" to hear I'm not the only one!

Today has seen more of the same merry-go-round as the past 10 days. Apparently EE haven't got a complaints department (!) according to their call centre, and there isn't any way of being able to contact anyone in the UK for assistance...so frustrated.

I have been assured that my problem has been escalated to the "level 2" team; anyone know what that actually is? My experience so far is that the "level 2" team are twice as inept as the "technical support" team, but appear to be able to repeatedly blame BT for the problems that I'm experiencing...despite not being able to tell me what the problem actually is and why it is BT's fault.

So, another day and week goes by without any meaningful broadband connection. I just hope that this post stands as testament to how utterly, unbelievably, terribly awful EE broadband customer service is. I just wonder what would happen if somebody who wasn't able to deal with these utter muppets (e.g. elderly people or the technically illiterate) suffered a technical problem?

Do not sign up for EE home broadband...I cannot emphasise how terrible they are!

Edited by deleted (Fri 10-Jul-15 18:20:40)

So the nonsense continues...

Just had a call from "technical support" to book yet another engineer appointment to review my home setup!?!? I'm ashamed to say that I lost it on the phone somewhat...why on earth they need access to my home address when the problem is at the exchange is beyond me.

Then, to add insult to injury, apparently they didn't have my mobile number recorded properly...which is why nobody has been calling me back...despite the fact that they have been calling me back!!!

left hand....right hand...

So, no meaningful broadband connection until at least Tuesday...

EE broadband is a total joke...avoid

To be fair the broadband EE supply is OK, it's the support (can you call it support when it is so poor?) that is a "joke".

Even Ispa.org.uk have given up chasing EE in my case and passed me onto CISAS.

As I said before...it is good when it is good...when it is bad it is terrible :/

In reply to a post by hk11:

I have had dealings with many ISPs over the years, but EE are by far the worst. I've never had a supplier charge me FOUR times for the same bill, then threaten to suspend my services, despite being over £300 in credit!

I don�t understand how you could be charged four times for the same bill, one thing I like about EE is their customer accounts system. I have direct debits with Orange, T-Mobile and EE, every second and pence charged is accounted for and clearly displayed on the website.

I guess the OP is just unlucky. I've had plenty of companies change me multiple times for the same billing period...BT comes to mind.

In reply to a post by E7er:

I don�t understand how you could be charged four times for the same bill

Me neither.

I think there is some flaw in their accounts system. Their automated payment system managed to take two payments for the same bill: perhaps there is no distinction between debit and credit and when I became £100 in credit it decided I owed them £100, rather than the other way round? Fortunately I paid on crefit card and have left it up to my bank to sort it out with EE and hopefully they will, in time, get an explanation.

Just a final update for anyone who was watching this thread.

I gave up on EE in the end; the script reading numpties at Customer Services finally drove me to switching.

Whilst I've still got problems with my broadband line, I'm now with Zen who actually appear to understand the technology behind the service.

JT

Zen are one of the best you won't regret it or look back