False Information, Wrong Broadband and 4G wifi Order Placed by Ordering Team

shashikuwar — Fri, 26 Jun 2026 08:23:56 GMT

I ordered new full fibre broadband with EE on 6th of June (Order reference: VOL013-************). I was given a date for Openreach to install the broadband on 22nd June which was the earliest available date. Due to the long delay, I was offered a free wifi 4g router in the meantime free of cost (order number *********). Though there was a deduction of 40£ for that, I was confirmed on call and email that the charge will be reversed to bank. I have the receipt on email from EE about it, charge being 0£ (with 40£ waver mentioned clearly on the bill). I received confirmation email and message about all being well.

The 4G router was of no use as I am only getting 5-10 mbps and was promised minimum 50 mbps. It is kept as new unused and I had to end up paying for a temporary wifi connection with another provider until the connection day 22nd June. I called EE on 18th June to check if all was good and when am I receiving my broadband router for connection activation on 22nd. I was told that the order is cancelled due to some reason which is unclear. After speaking to 5-6 different people from support team spending hours on call, I learnt that the order was placed at wrong door because my door number was not available in their system. Henceforth it was cancelled as openreach went to wrong door to activate the line.

The person who took my order is to be blamed for sure as they did have my right address where they shipped me the temporary 4g router. They intentionally placed the broadband order at wrong door as they did not had my door number available in their system for some reason.

They also raised a complaint (complaint number - *********) that has closed automatically. I don't know why it was closed when I have been calling them every day quoting this complaint id asking to update and escalate it.

Now, I am stuck with no Internet plan, an unwanted waste 4g router with no use, a broadband router that was sent at rong address (I collected it from my neighbour). I have been calling the team and asking them to cancel everything and take all equipment back. They have been promising call backs assuring there will be a solution but I have not had a single call back. I am looking out for an escalation email address where I can communicate and keep a track of my complaint.

This is now causing immense stress and I am looking for any help or solution asap. Its worst experience, specially the people handling the request. Things can go wrong, but you need to make it right instead of providing false assurances and continued lies.

I request that EE:

Reopen and escalate complaint C**********
Confirm in writing that all broadband-related orders have been cancelled without penalty.
Confirm the return process for all EE equipment.
Confirm that the £40 router charge has been refunded in full and there will be no further charges.
Review appropriate compensation for the failed installation, incorrect order handling, additional costs incurred, and the considerable inconvenience caused.

Please provide a written response and a named point of contact for this escalation.

[MOD EDIT - REMOVED PERSONAL INFORMATION FROM THE PUBLIC FORUM]

Re: False Information, Wrong Broadband and 4G wifi Order Placed by Ordering Team

Schockwave — Fri, 26 Jun 2026 12:36:24 GMT

Hello @shashikuwar ,

Welcome to the community,

Sorry this has happened to you, but here in the community, we have no account access, do not know who you are, so you will have to speak to customer services as they can take a look at this for you.

You can also fill in the complaints form:

https://ee.co.uk/help/contact-ee/complaint

This will get looked at and you will hear from them, as they are the ones that deal with it.

Re: False Information, Wrong Broadband and 4G wifi Order Placed by Ordering Team

XRaySpeX — Fri, 26 Jun 2026 13:49:39 GMT

There is no such thing as a free mobile router from EE. Nor can their speed be guaranteed.

This user discussion group is not the correct platform for formally escalating issues & requiring their fix in EE systems. You need to report your issues to CS. Failing any progress that way you could raise a complaint.

No one will contact you from this user discussion group other than thro' the medium of these forums by posts such as this. Anyway we haven't the faintest idea who you are. You need to phone CS.

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False Information, Wrong Broadband and 4G wifi Order Placed by Ordering Team

Re: False Information, Wrong Broadband and 4G wifi Order Placed by Ordering Team

Re: False Information, Wrong Broadband and 4G wifi Order Placed by Ordering Team