My fiancee and I moved recently. We looked for some internet deals online and found that EE was the cheapest one with relatively good reviews, so we went with them. The hub came first, we read the instructions, turned it on and waited for the internet to come on, which was scheduled for 21st November. It came and went, no internet. The next day my fiancee phoned EE and the rep told him that the problem wasn't on their end, it was BT, the company that the phone line is with. He put my fiancee on hold while he dealt with an agent from BT. He got back in touch and said that BT told him there was a problem with the phone line and that BT would get in touch to schedule an engineer to come out, within 2 days. We waited, and the deadline came in went. I phoned up a day after the deadline and got another rep from EE. He put me on hold while he talked to an agent from BT and when he got back to me he said that BT were able fix the phone line remotely and that it would be on my midnight the next day. It was approaching 9pm the next evening and my fiancee phoned again. He got another rep who told him he could 100% guarantee that the internet would be on in a few hours.
Cut to this morning. No internet. So much for a 100% guarantee! Why anyone would say that to a customer over the phone is beyond me. The calls are recorded. Why promise something that you obviously can't keep? We phoned up EE, who re-directed us to BT. My fiancee talked to BT himself this time and guess what? There was no record of anything regarding our problem. BT redirected us to EE again. Luckily for us, we got a rep who knew what she was doing and put customers first. She pulled up our account and found out that there was some information missing for our router. She gave us a website that could be accessed offline, which came up with all the info on our router. There were some blank boxes that needed to be filled in, like a password and some codes. And voila, we had internet. She was so helpful, we asked for her name so that we could give credit to her. I'm pretty sure we made her day. She made ours too.
So after shocking bad service, we ended up with good service and have finally got the internet :)