Wednesday, 12 August 2015

Everybody Say EE - my Nightmare with my EE mobile phone



Finally, after a nightmare three years with Orange after they became EE. Or, was it longer?

When they were Orange, the mobile phone company's service was good, then EE came along. Uh, uh. Cue the horror music.

1. Topping up became almost impossible. Couldn't do it by text. It wouldn't recognise the credit card I'd been topping my phone up with for two years.

2. Getting a balance became impossible. "Sorry, we can't tell you your balance at the moment" became the stock response.

3. Their website where you can top up and check your balance was ALWAYS down. It never worked properly in 2 whole years.

4. I was on the Dolphin plan. Regularly top up by ten pounds and you're meant to get free texts. On too many occasions to count, I didn't get my free texts. Sometimes they were days late.

5. My boyfriend's phone (bought under my name) was stolen. I reported it to EE and they cancelled it. They were meant to transfer the remaining balance to his new phone. They didn't. He had £7.50 left. Not tonnes of money, but £7.50 is better in his pocket than EE's.

Think about how much cash EE must have in their bank account from the phones of customers whose phones have been lost or stolen. Say 10, 000 customers lose/have their phones stolen with a balance of £7.50. That's £75k they've got of OUR MONEY!



6. I phoned to top up my boyfriend's PAYG phone. I got the Indian call centre, explained his phone had been stolen and he had a new phone from EE and I wanted to top that up. THEY TOPPED UP THE WRONG PHONE!

I got my own Nokia 5800 PAYG phone unlocked from their network, but only after a big song and dance.

After a week, they told me I didn't have enough credit in my phone to cover the unlocking fee when I did. TWICE. I topped up before I put in my order. So, two weeks were wasted because of EE's mistake.

I contacted them on Twitter and through the form on their website. Twitter EE were hopeless. I had to wait two weeks to finally get a reply.



I had to phone customer service. Oh no! I got their overseas call centre (India, I think). After several times of being cut off by them or waiting 30 minutes and losing the will to live, I finally got through.

The person didn't know what unlocking meant. When I explained, he couldn't believe I would want to leave their "fine network." Finally, after lots of waiting, he said he'd email me the unlock code.

The code didn't arrive.

They sent me the wrong code. They missed out vital instructions.

Everybody say EE! 

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