My housemates and I signed up for a broadband contract back in August for our student house. EE looked like a great deal, especially as we got the contract half price as I was an Orange customer. It was easy to sign up to and the internet connection works well. But then everything started to go quickly downhill.
Initially, we want to pay the line rental upfront for the year, which would have saved us over £50, then pay the monthly broadband of just £2.50. This never happened, despite phoning up and reporting the incorrect bill every single month. Last month, I was finally informed that due to a system error, NO upfront line rentals were applied to any contracts which began in August and September - so check your statements if this might have affected you too!
Had EE contacted any of their customers to inform them of this? No, they had simply continued incorrectly charging customers like myself until they noticed (and are in fact, still charging me and probably others incorrectly). Finally, after being told this last month, I was promised a reduced monthly fee, so I would still save what I would have done if I had paid the line rental up front, and promised two months free broadband as a 'goodwill gesture.' Today I checked my bank statements - I have been charged again. It's simply not good enough and I am thoroughly upset and frustrated.
Had EE contacted any of their customers to inform them of this? No, they had simply continued incorrectly charging customers like myself until they noticed (and are in fact, still charging me and probably others incorrectly). Finally, after being told this last month, I was promised a reduced monthly fee, so I would still save what I would have done if I had paid the line rental up front, and promised two months free broadband as a 'goodwill gesture.' Today I checked my bank statements - I have been charged again. It's simply not good enough and I am thoroughly upset and frustrated.
Every time I phone up the customer service desk (which has been every single month without fail so far) I have been met by polite and helpful staff. They bend over backwards to sort my problem, apologise profusely and I hang up feeling like everything has been finally resolved. Then I discover, none of these promises ever actually happen. The correct billing, alongside various 'goodwill gestures' I am offered after each phone call, never actually materialise. The following month, I am billed incorrectly again. I phone up, a member of the customer service team apologises, notes that nothing was applied to my account and promises that this time it is sorted. And guess what? It ISN'T. Each month this process is repeated and I am completely sick of it. I don't know what it will take for any action to actually be taken, and as my complaints directly to the company have had no effect, perhaps this will give EE some encouragement to finally fix the matter. Although I may be putting too much faith in the power of the internet!
I would never recommend EE and if you are tempted by their offers, don't do it. The resulting hassle, alongside the actual price you will be charged per month, will cost you far more than it is worth. It's disgusting that such a big company can get away with taking my money every month without fail. As a student, I know how hard it can be to make ends meet and my strict budget simply doesn't have room to be overcharged every month and not refunded. I simply hope that, as a result of this post, I might finally get a solution from EE and a few more people will now know not to use this company.
Have you also had problems with EE? Let me know in the comments below!
Have you also had problems with EE? Let me know in the comments below!
