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EE becomes first UK mobile operator to bring back all customer service calls to the UK and Ireland

Press Release   •   Jan 13, 2017 15:14 GMT

EE delivers on pledge to answer 100% of EE customer service calls in the UK and Ireland, as part of plan to provide best service in the industry

  • Over 1,000 new customer service roles created in the UK and Ireland in 2016 alone
  • EE, the UK’s biggest mobile operator and part of BT Group, announced today that all of its EE Pay Monthly, Pay As You Go, Broadband and TV customer service calls are now being answered by customer service staff in the UK and Ireland. The move marks the latest in a line of initiatives EE has introduced in its drive to become number one for service in the UK mobile industry.

    As part of the move, EE has created over 1,000 new jobs in the UK and Ireland across its North Tyneside, Darlington, Plymouth and Merthyr Tydfil sites.

    EE CEO Marc Allera said:

    “Customer service is a top priority for us, and 2016 was a landmark year in the service that we provided to our customers. We’ve delivered on the pledge we made last April to answer all EE customer service calls in the UK and Ireland, and are making strong progress towards our commitment to expand EE’s superfast 4G coverage to 95% of the UK landmass by 2020. We’re passionate about making our service the best in the industry, so you can expect more to come soon.”

    Customers are already benefitting from the latest updates to the My EE app, which provides people with even more flexibility and control over their account, including checking data usage, available allowances and add-ons, as well as getting advice on everything from how to pay their bills to checking their balance on-the-go.

    In late 2016, EE also launched an innovative Network Status Checker tool to provide real-time and personal updates to customers about network performance. Customers can set tailored alerts for places that are important to them, such as their place of work, their home or the home of a loved one, and they will receive personalised alerts if there are network issues.

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    About EE

    EE, part of BT Group, is the largest and most advanced mobile communications company in the UK, delivering mobile and fixed communications services to consumers.

    EE runs the UK's biggest and fastest mobile network, having pioneered the UK's first superfast 4G mobile service in October 2012, and was the first European operator to surpass 14 million 4G customers in December 2015. EE has more than 550 shops across the UK. EE's 4G coverage today reaches three quarters of the UK’s landmass. EE plans to extend 4G to 95% geographic coverage by 2020.

    EE has received extensive independent recognition, including being ranked the UK's best overall network by RootMetrics®; Best Network at the 2014 and 2015 Mobile News Awards; Best Network at the Mobile Choice Consumer Awards 2016; Best Consumer Network at the 2015 & 2016 Mobile Industry Awards; Best Network and Best Customer Support at the What Mobile Awards 2016; as well as Fastest Network at the 2014 and 2016 uSwitch Mobile Awards.

    About BT

    BT’s purpose is to use the power of communications to make a better world. It is one of the world’s leading providers of communications services and solutions, serving customers in 180 countries. Its principal activities include the provision of networked IT services globally; local, national and international telecommunications services to its customers for use at home, at work and on the move; broadband, TV and internet products and services; and converged fixed-mobile products and services.BT consists of six customer-facing lines of business: Consumer, EE, Business and Public Sector, Global Services, Wholesale and Ventures, and Openreach.

    For the year ended 31 March 2016, BT Group’s reported revenue was £19,042m with reported profit before taxation of £3,029m.

    British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on stock exchanges in London and New York.

    For more information, visit www.btplc.com