EE Mobile Tracking Order Status

Great friendly staff & are more than happy to help you with any questions.

All's well that end's well. I am delighted with the performance and price of my new FTTP/FTTH service with digital voice from BT, now EE. However getting there has been quite traumatic: My original order was placed with BT. When I checked the order status there was a bright yellow warning banner saying they were sorry the engineer could not make the appointment and to click the button below to re-book. Only problem there was no button. So I called and the "Guide" decided to cancel this order and re-book. The same happened again and I eventually got to a third order this way. When the banner appeared again I fortunately spoke to someone who did understand the system. This banner is wrongly worded (now reported as a silly mistake!) and the process is that nothing is actually booked until Open Reach agree. Then if they can't meet the original date and time there is an option to re-book! The first downside is that I had to make several calls and the booking moved on 2 days. The second downside is that the second (now cancelled) order was stuck in limbo and caused me to get 2 accounts with EE, the first of which had to be closed after further calls. The fibre installation was brilliant - subcontracted to M.J.Quinn. As I had prepared everything and knew they could not drill straight through the wall I had marked up a diagonal route. Once the installer arrived he was happy for me to drill this hole for him. Everything was done and the internet working in 1 hour! Secondly there was the saga of my phone number. BT guarantee you will keep your number (provided it is a genuine original BT number) so I never questioned this and was never asked either. Sadly when transferred to EE the order didn't have this option selected - Unlike BT, EE do make this an option but I had ordered from BT! In the end I found you can always get your number back if it is a true BT number but the number swap must ideally be done within one month to avoid your number being assigned to someone else! So, most of my problems, taking dozens of calls and hours of waiting on the phone etc, was due to a silly incorrect warning causing multiple orders and also the switch from BT to EE which lost my old number at first. The message is to make sure you tell them you want your old number, like anyone would! If this fails then pester until they agree to swap it back.

After realising my phone contract hadn’t been upgraded, instead I was given another phone contract. I rang this evening and I just wanted to give a shout out to the staff you have on your customer service, an absolute credit to have such amazing and helpful individuals working for you. Big shout out to Bailey, who was so helpful and a shining example of what customer service should be!

I recently visited the EE store in Stevenage with my brother. The entire process was for him specifically sorting out a new phone with a new contract, and the customer service we received was absolutely excellent. We were greeted by a young gentleman by the name of Ben, who had only recently started at the store, who was very welcoming and super helpful. During the visit he explained everything perfectly and answered all of our questions, didn’t rush us in the process and was very comfortable when talking. Even when receiving help from other staff members, he was willing to help us with everything we were asking! Very pleased indeed, and will recommend! Many Thanks, Sophie and Jack :)

I understand that EE provide probably the best signal coverage in the UK. I did not have any issue with my service after transferring my mobile number from Three to EE. Also, responding to any client concern or complaint is fast and professional.  For BT customers they have a fair discount offer for monthly payment plans. I think that service and customer care is of high standard around BT Group.