Mr Matthews

I have EE full fibre gigabit broadband but have dead spots and signal drop outs repeatedly in certain parts of the house (never had it with Virgin). It appears this is because the open reach installer didn't place the router centrally in the house. Apparently according to EE it is my responsibility to make sure it's in the right place (not the trained wifi engineer!). So now its a chargeable call out to reposition the router OR £5/mth to have 3 large network extenders added (unsightly and a cost). When I tried to escalate this the first time the manager cut me off without warning On the second call they refused to escalate the call. All in all a complete lack of accountability. I am paying for a service I am not receiving because of EE's contractor - Openreach

I am paying about £9 per month more than I was told in the EE shop when I switched (I even have paperwork that says as much including a £5/mth discount for 24 months). But when I query it they tell me that is not what is on their system and that's the end of it. Sharp practice in the shop it seems and no accountability when it's queried. Plus their smart hub booster is far less reliable than the Virgin one I had previously

Easy to buy tickets

Quick to get through to a person (Zara) and she resolved my issue very quickly, professionally and courtiesly

Quick response, with clear and professional answers to questions. Pricing is a litter bit higher than others though

Elliot listened to what I said / wanted and was knowledgeable able to answer all technical and process questions

Appalling, difficult to understand the customer service operator, who did a few very standard scripted tests and then told me I had to buy a new remote control before cutting me off so I couldn't fill complete the survey. totally shoddy

Query answered swiftly and efficiently once the call was answered - fairly long wait in the queue though

0nly 2 security machines working so queued for 2 hours to get to through security. At least 5 flights delayed including mine because passengers were held up trying to get through security. The marshal king of the queue was also shambolic

First time I have used the service. It was great, easy to use, no problems with finding the spot and the owner of the spot couldn’t have been more helpful

Used Carlton many times and never had a problem

Arrived quickly, diagnosed the issue and sorted it out. Polite and efficient

Cars which are no longer available remain on the site days after i have established they have been sold already. So you waste time

Had a specific plumbing problem which i explained in great detail on the phone when i booked the appointment, and was assured that they had the equipment to fix it. The guy arrived the next morning to do something which we had already tried and did not have the equipment I discussed with the contact centre the previous day. If i had not been present whilst he started work he would have doe something that was completely unnecessary. Also after refitting the pipes below the sink I checked and they were leaking - if i had not checked i would have been in a worse position than before i started. I rang their complaints section (5 mins to get through) and got a pretty unsatisfactory apology. End result still got the problem, wasted 2 hours of my day waiting in for them / watching them fail to solve the problem.

Ok except for the delivery agent used who were appalling DPD called twice and although I had notified them to leave it with a neighbour they did not do so claiming neighbours were not in but I know that they were to add insult to injury they then did not even obey their own instructi the Instructions and hold the part in their depot for 4 days but instead shipped it straight back to you necessitating a reorder of the Part and multiple phone calls