A question about : Customer Service Nightmare (EE and BT)
Thank you for your email addressed to Olaf,
I understand that you have experienced issues with the service received and would like to raise these concerns. To enable me to fully investigate these matters please provide your landline or account number. Once this information is received, you will be assigned a case manager who will contact you directly.
EE Executive Office
From: Nigel [mailto:nigelwhitley@hotmail.com]
Sent: 12 February 2015 22:16
To: Swantee, Olaf
Subject: PRIVATE AND CONFIDENTIAL
I hope this message does reach you personally as i have never had such a bad experience with customer services and lost wages.
In 1997 to 2000 I was a Director of an Independant mobile phone company, supplying connections to all the major networks. As it was a Company based on the High Street, we had no choice but to excel in customer services as we saw them face to face.
Used to dealing with disgruntled customers who complained about loss of network coverage etc.
A whole different ball game with home broadband it seems?????????
Having had a standard home internet connection via Orange I was persuaded to change to Superfast Fibre Broadband as it was now available in my area (24th August 2014).
The internet connection i was receiving before changing was around 17mbps, so yes i was promised 70mbps - 80mbps download speed. Being a gadget type person I agreed.
Costs for this doubled per month.
Typically new router was sent Bright box 2, Fibre great.
First few weeks after 10 days waiting for everything to settle down, download speed 38mbps, upload speed 7-8mbps.
Couple of weeks later 26mbps download, upload 5-6mbps, called customer services, after 2hours messing about yes there's a fault on the line it will require an engineers visit. So that took place and everything was back up to 38mbps.
Then once again within a few days it starts to get slower and slower.
It gets to the point were you think it must be my computer, old, slow, out of date.
Treat myself to a brand new laptop 2.8khz, 6gb Ram, Ј560 top knotch (expensive for me).
To my horror still slow.
Called Orange/EE customer services on 31st January to explain the slow broadband connection, went through all the basic checks then the call was dropped. 45 minutes later got back through to customer services. Went through all the basic checks once again, yes Mr Whitley there is a fault on the line we need to arrange an Engineers visit, then put on hold waiting to be passed to Level 2 technical. After explaining everything again to level 2 technical the call was dropped again. By this time I had been on the phone for over 120mins, so decided to leave it till the next day.
1st February
Finished work at around 5pm got home around 6pm, called Customer services, 32mins later got through, did all the security checks etc. Went through changing router settings re-booting system etc etc. Call was dropped.
2nd February
Basic checks done, router changes done etc etc. 1.5hrs later call dropped. But logged on the system
3rd February
Same routine
4th February
Very disgruntelled customer. Put through to a different department (Sales Team). You need EE T v Ј2 per month extra. My reaction I don't need EE TV within 24hrs I have an EE TV box at my door. Monthly payments have gone by Ј4 per month with an 18 month contract.( Broadband still below 27mbps) Got through to level 2 Technical. They arranged a engineer to call between 1pm and 6pm on the 5th February.
5th February
Took half day of work, engineer never turned up. (cost to me Ј70 lost wages). Rang customer services. HLE will call you back. Arranged another visit for 6th February 1pm -6pm.
6th February
Took time of work again engineer never turned up. (cost to me Ј70 lost wages). Rang customers services told error on the system. Arranged visit 7th February8am - 1pm.
7th February
Had to set off to work at 7.45am but family member would cover from 8am, but caught up in traffic didn't arrive till 8.15am. engineer left at 8.10am. Called customer services after work re-arranged engineer visit for Monday 9th February between 8am-1pm.
9th February
Engineer arrives at 9.35am, changes main line box, does tests on line tells family member it s what it is????????? Connection to the internet is there. Before the engineers visit the download speed was 25mbps- 27mbps. After engineers visit the download speed is now 16mbps - 20mbps. Rang customer services again, have to wait for a call back from HLE.
10 February
HLE ring check the line and there is still a fault with the line. Another engineer visit is required. Arranged engineer 11th February between 1pm - 6pm . HLE promised they would monitor the visit wasn't cancelled, as i had bad feelings it would be cancelled.
11th February
Took time of work waiting for engineer(Ј70 lost wages) engineer never turned up.
YOU TELL ME WHAT ELSE I SHOULD DO TO GET THE SERVICE I AM PAYING FOR ???????????
**RECENT UPDATE**
12th February
HLE arranged another visit for an engineer to call on the 13th February between 1pm and 6pm. Engineer did not arrive. (lost Ј70 wages)
13th February 2015
HLE arranged another engineers visit for Saturday 14th February.
14th February 2015
Never turned up. (lost Ј70 wages).
Sent this email to Olaf Swantee marked PRIVATE AND CONFIDENTIAL
Picked up by Richard Green, Executives Office. He placed it with a Case Manager, (back to HLE with a promise it would be sorted etc, etc.
So in truth i thought i was getting somewhere.
HLE rang me and arranged another engineers visit for Tuesday 18th February 2015.
18th February 2015
Waited another 5 hours. ( NO ENGINEER) Lost wages Ј70.
HLE rang this afternoon to arrange another engineers visit. I said to him Are you having a laugh. Get the engineer to ring me when he is sat outside my house and I will be there in an hour. Because it takes that long to get from work.
This whole saga upto today has cost me over Ј540 in wages alone, not to mention time on the phone ringing customer services.
Still ongoing. UPDATES AS TO HOW THIS ENDS SHORTLY.
Best answers:
- Since there is no SLA on a residential contract, you have not got a hope of getting your lost income reimbursed (if that was the purpose of your email). You might get some small goodwill payment if you ask for it. Other than that, all you will get is a credit for the downtime.
Since the non-appearing engineer is an employee of BT OR, and nothing to do with EE, there's little that EE can do to ensure that their subcontractors turn up on time: OR are notorious for no-shows. And, being a monopoly, they don't have to worry about their reputation much.
PS: I suggest you delete your email address from your post unless you want to get lots of sp*m. - you need to edit out your email address
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