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What a nightmare

TheCatWoman

I found out yesterday that my friend who used to live with us had managed to change the broadband and phone package to EE instead of BT, we were all lied too by salespeople. I was lied to when trying to sort it out, told that I couldn't get out of the contract we'd not consented too and that I had to have a new hub and that actually it was a whole new contract, I contacted the vulnerable customers unit and was told that the sales people were wrong, and that the person I spoke to yesteday also lied to me by not telling me that accepting a new hub meant I was signing up a new and different contract only £2pm cheaper than the other one. SO on the advice of this vulnerable customer person I will allow the new stuff to be installed and then I have a 14 day cooling off period which I will use to cancel the new unwanted and unasked for contract and negotiate a new one more suitable for my needs and have it BT instead of EE. EE want you to believe they took over BT when it was the other way around, they do share some services but push you towards whatever contract is dearer, this company are a bunch of total b'stards who in my opinion shouldn't be alllowed to operate, this is the second run in I've had with them and I hope never to have to deal with again.

Be aware of what these salespeople are really doing, because it's likely not to your advantage and shop carefully. We don't have as many options as people living in the South East of England do and other companies like plusnet are owned by BT and everyone including sky use BT infrastructure, so you might as well pay the organ grider and not the monkey

  • in reply to Desmond1979

    What do you mean, 'brown envelopes'?

    CAB here, I don't know if its the same where you are, are pretty useless and/or overwhelmed, you have to fill in a form on google, then they decide over the next 6-8 weeks if they're going to put you on a waiting list to have a appointment. So when you've got something like a 14 day cooling off period it will have long expired by the time the CAB even decide if they think your problem worthy of dealing with.

    I think offcom are the body to speak too and probably who CAB would tell you to go to anyway. But EE have form for doing stuff like this, so far I've had loads of texts from them often 3-4 an hour, within 2-3 hours of me agreeing to have a new hub, they were texting and emailing me to send my old stuff back or face a fine, the new stuff's not even arrived yet and isn't being fitted until tomorow.

    These sales people are so aggresive and pretty much try and tell you what you're going to have which will be the most expensive thing they have. We found a similar thing with Sky and my friends mother, she had 3 seperate packages, 1 for each tv in her house, she was being charged mega bucks for each one.

    I think the laws around these companies is either to weak or not strongly applied enough, or both, they need to clearly publish a contact phone number where you can speak to a human who can actually do something and not get cut off by a computer and go through endless press this for that options, none of which answer your questions.

    My friend has developed dementia and like so many people with that condition dips in and out of any awareness of it, the moments of awareness that something is wrong are decreasing. The system is set up so badly its near impossible to get any help, I've ben trying to get help for over a year, but because he won't ask for help he won't get any, people have to advocate for themselves and whats the first thing dementia takes? A persons ability to self advocate, unless everything is done properly through the correct channels, you can't even stop them doing things like agreeing to contracts thier not able to properly consent to and even then you're relying on all depts speaking to each other and salepeople not ignoring red flags. It's a nightmare, it really is, dementia robs you of the person you knew and you don't know who's going to wake up in this familiar body, I think he's had a couple of TIA's too which have further damaged his brain and seriously effected his memory. 

  • I declined a renewal of the Landline, set to switch to Digital with EE, and just settled for the Openreach Fibre Optic.

    I'm with PlusNet; and I already knew they're owned by BT. To be honest, EE have plenty of Brown Envelopes, in stock.

  • If your friend changed your contract, I find that unfathomable. Looks like a job for Trading standards - except you have to approach them via CAB. I dread changing any contract these days and tend to stay the same if it's not too expensive.

  • I had a similar experience with EE recently, I was enquiring about their social tariff broadband internet option but they tried to get me to sign up to a premium contract going forward (they didn't offer for me to remain on the social tariff rate if I signed up even though they took my National Insurance number and confirmed I was eligible for it ongoing) i.e. 'upselling' or whatever Nauseated face Thankfully I said I'd think about it and they 'kindly' offered to contact me again about it a week later and I said no thanks to that too Sweat smile It doesn't really match their Vulnerability Policy according to their website imo ee.co.uk/.../vulnerability-policy Upside downThumbsdown

  • Hello TheCatWoman.

    I’m really sorry to hear about what has happened to your friend, I can only imagine that it’s difficult to hear and see these things happen as a deeply caring person.

    As you say, being savvy and aware with services can be difficult, especially when there is so much information to sift through.

    I hope for the best going forwards, following what has happened.

    Thanks - Zac Mod.