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EE Broaqdband - CICAS or MCOL?


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Hello all.

I am looking for some advice regarding the nightmare service from EE.

 

To cut a long story short

we moved home in the middle of June and needed an new broadband connection.

 

 

After issues with two providers I spoke to someone from the EE customer services team

who said that our line was showing as live (I thought it needed an engineer to visit)

and that there is no charge for connection.

I happily signed up for phone and broadband at this stage.

 

After a week I had still not received a confirmation email about my order and phone customer services.

 

The email address they had put down was wrong and then they told me they can get someone out in a couple of weeks

as we need a new line installed and that the visit would cost me £50.

 

I told them about the conversation about the line and they put me over to someone else who apologised

and after a legnthly call I was told it would be sorted out.

 

 

I asked to speak to a manager and was told that you have to wait for a manager to call back.

I was promised a call back the next day.

This never happened.

 

 

I called back again - (remember I had no home phone and broadband so had to go out for coffees to use their hotspot)

and spoke again to someone after waiting 20 minutes.

Again, was told I would receive a call back and that it would be sorted.

 

 

Eventually after about five days of this and around 5 hours on the phone I thought it was sorted.

I got put through to someone in a specialist team who said that I have an active line,

arranged a date for installation and said there was no charge as no engineer was required.

I finally was happy as I thought it was solved.

 

Next day I had a call - I needed an engineer out before I went live as there is no line and it will cost me £50.

At this point I was angry and told them to forget it.

 

I went instead with the post office - free installation of line but I was delayed by another two and a half weeks without phone and broadband.

 

I then called to complain and was told I would received a call back.

I didn't, so I emailed the customer service team (twice) and had no response.

 

I then sent a letter and an SAR recorded delivery on 2nd August which was signed for on 5th August and I have had no response.

 

I also emailed the CEO's office and the Customer Service Directors office. Guess what - no reply after three weeks.

 

I wrote a Letter Before Action and have had no response after 14 days for the mis-selling under the Misrepresentation Act 1967

and for the stress and inconvenience.

 

I have however received two letters on the 26th signed by two different individuals asking for more information

like email address phone number and DOB, which I felt was a stalling tactic by them

as I had given full and frank details in all my correspondence with them.

 

Rather than writing to them I decided to phone EE head office and ask to be put through to the correspondence department.

To my surprise the reference number on the letters were unknown

and they have no record of the people on the letter working there!!!!!!!

 

Unbelievable!

I decided to escalate this as far as possible as not only was it mis-selling,

but as I said whilst I cannot give a cost value to the time wasted

 

 

I have a log of the times and length of calls from my mobile provider (which is all I had at the time - thank goodness for say no no 0870!!)

but as I am disabled I can rely on my broadband a lot more for billing and banking alongside supermarket shopping.

 

 

EE through their action delayed me having an active line in my home for phone and broadband.

I was also told that I could have transferred from my old home phone and have kept the old number

- another thing that was blatantly untrue.

 

I am concerned though that if I have jumped the gun a bit with my LBA

and should I have gone through to the ombudsman first?

 

Any help on this would be greatly appreciated.

Many regards,

Rob

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  • 1 month later...

Sorry I have taken a while to respond.

Court issued and served - they have until the 31st of OCtober to respond so just over a week to wait.

By the way, will not claim the calls unfortunately as I got all the numbers from saynoto0870 so I could get them free as geographic numbers which were all covered with my mobiles unlimited minutes.

Regards

Rob

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  • 6 months later...
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