Persistently high levels of complaints from broadband customers have forced bosses at EE to recruit hundreds of new staff and announced a “major overhaul” of its customer services.
Complaints about the firm’s broadband service are higher than for any other provider and are more than double the industry average.
Bosses have now completed a review of their customer service operations and drawn up a list of measures aimed at improving service, including setting up a dedicated broadband team, creating 500 new permanent customer service jobs and introducing a new dedicated broadband customer hotline.
Francoise Clemes, Chief Customer Service Officer at EE said: “I’m not going to offer any excuses because broadband customer service has simply not been good enough.
“I promise all of our customers that Service is our top priority and, through Broadband Service First, we will fix this.”