EE plans major broadband overhaul

UK mobile operator EE has announced plans to launch a “major overhaul” of its broadband customer service, after receiving an “unacceptable, high volume of complaints.”

Commenting on the move, EE’s chief customer service officer, Francoise Clemes, said that EE’s broadband service “continues to fall short of what our customers expect and deserve” but said that the launch of its ‘Broadband Service First’ programme was “addressing this as a priority.”

The planned service improvements include: integrated systems across mobile and broadband to boost service levels for all customers; new digital and social media service tools for broadband customers; the opening of a new Broadband Operations Hub; a dedicated broadband customer hotline; and the creation of up to 500 new permanent customer service roles.

“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,” said Clemes.