topic Re: Continual Broadband takeover attempts. in Broadband & Landline

Continual Broadband takeover attempts.

DanielC86 — Thu, 31 Oct 2024 08:24:55 GMT

Since getting broadband with EE/BT openreach, there have been continual takeover attempts.

I have had EE broadband for 3 weeks.

Every 2-3 days I get letters, texts and emails telling me there has been a take over attempt on my Internet.

I have been on the phone to EE customer services nearly everyday for three weeks.

I am told there is nothing they can do, as they can't see who is making the takeover request. After getting passed around multiple departments, most calls ending with a "sorry, there's nothing we can do".

The process to deal with this is just seemingly non-existent.

I am trying to change my service address with EE-Openreach...so I offered the idea that my the takeover attempts are being generated internally. And there's some sort of circular sillyness going on.

But again ..I was told that they can not confirm or deny that.

In order to takeover someones broadband you need to provide name, email, phone,card details etc. but apparently nobody in EE has access to this information from the person continually trying to require the services at my address...I have even been told this Information doesn't exist. It's a joke really.

Any help with this situation will be greatly appreciated.

Thank you

Re: Continual Broadband takeover attempts.

DanielC86 — Thu, 31 Oct 2024 08:14:53 GMT

Hello, I am having the same issue. But with continual take over attempts.

I cancel the takeover request...then 2-3 days later there is another one.

I am on the phone to EE everyday since getting broadband with them.

The advisors tell me, they can't see who is making the take over requests ..there is nothing they can do, and by extension, nothing I can do.

So I have been provided with no solution what so ever.

Any help with this will be appreciated. Thank you!

Re: Continual Broadband takeover attempts.

JimM11 — Thu, 31 Oct 2024 09:20:32 GMT

@DanielC86 It's one of those issue's and unless the CS can see what is causing it, you have to play safe and call, there is no guarantee, i have the similar, where message's are multiple, order will be cancelled, 15/11/8/5/3 day's and always call, it's a pain but as i said to the advisor, everytime you send i am going to call you back, they say we don't know why your getting them and i say it's ok but i cannot get to the end after waiting 2 months to find it is stopped...

Re: Continual Broadband takeover attempts.

JimM11 — Thu, 31 Oct 2024 09:31:48 GMT

@DanielC86 Replied on the other post that you jumped on!

Re: Continual Broadband takeover attempts.

XRaySpeX — Thu, 31 Oct 2024 09:58:57 GMT

@DanielC86 wrote:

In order to takeover someones broadband you need to provide name, email, phone,card details etc. but apparently nobody in EE has access to this information from the person continually trying to require the services at my address.

Yes, you do, but only to the gaining ISP. All the losing ISP is told is to cease BB & such & such an addy.

It's probably someone, possibly a neighbour or neighbour-to-be, giving the wrong addy in a BB order. You should be given 2 weeks to call EE & refuse the takeover.

Re: Continual Broadband takeover attempts.

Mustrum — Thu, 31 Oct 2024 10:00:09 GMT

@DanielC86 which Broadband provider are you currently with?

If I understand your post, you are currently with BT, but moving to EE? If so of course you will get the letters/messages. BT and EE are different Broadband suppliers, despite being part of the BT Group.

Re: Continual Broadband takeover attempts.

XRaySpeX — Thu, 31 Oct 2024 10:05:24 GMT

@Mustrum :

@DanielC86 wrote:

I have had EE broadband for 3 weeks.

Re: Continual Broadband takeover attempts.

DanielC86 — Thu, 31 Oct 2024 12:17:31 GMT

I live in a small apartment block, with three other apartments that share the postcode. The landlord has got involved and none of them are trying to get broadband with EE or any ISP that uses openreach

Thank you

Re: Continual Broadband takeover attempts.

DanielC86 — Thu, 31 Oct 2024 12:22:40 GMT

I am with EE.

EE can't change my service address. It needs to be done via Openreach first. EE say it's an openreach data integrity issue...OR change the address and then EE can also do that.

No address can be changed though because of the continual take over attempts.

As the other user has stated in this thread...EE doesn't seem to have a process for dealing with nuisance/false takeover attempts.

In practice...if you wanted to irritate your neighbor who is using EE broadband. You could make them telephone EE every 10 days for the duration of their contract.

I got texts this morning saying; someone is taking over your broadband...because you haven't done the minimum term, you owe £250. It's such a bad service.

At this point it seems reasonable to pay the £250. Chalk the almost £400 down to a loss...and go with a different provider

Re: Continual Broadband takeover attempts.

DanielC86 — Thu, 31 Oct 2024 12:24:13 GMT

Out of interest...did you try to change your address with EE?

Thanks

Re: Continual Broadband takeover attempts.

Mustrum — Thu, 31 Oct 2024 12:34:23 GMT

@DanielC86 the rules which are mandated by Ofcom are used by all ISP's. See Ofcom's Help page. https://www.ofcom.org.uk/phones-and-broadband/switching-provider/how-to-protect-yourself-from-slamming/

But why are you trying to change your address? Have you taken over someone elses Broadband?

Does the BTw DSL address checker recognise yours and the other flats address - or just the whole building? https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Re: Continual Broadband takeover attempts.

XRaySpeX — Thu, 31 Oct 2024 13:21:49 GMT

@DanielC86 wrote:

none of them are trying to get broadband with EE or any ISP that uses openreach

The latest migration process, One Touch Switch, now includes non-OR ISPs.

Re: Continual Broadband takeover attempts.

JimM11 — Thu, 31 Oct 2024 13:36:18 GMT

@DanielC86 And if depending on the type of situation then below may also help.

Changing provider - Ofcom

Re: Continual Broadband takeover attempts.

DanielC86 — Thu, 31 Oct 2024 14:53:51 GMT

Hi Mustrum

I hit solution by mistake..it didn't solve it. But thanks for the reply

Re: Continual Broadband takeover attempts.

DanielC86 — Thu, 31 Oct 2024 14:57:17 GMT

The apartments I am in are new and are classes as new build and have new postcodes.

The postcodes were taking e while to go live and an EE agent said... well, get everything set up..and when you get your new post code it's really easy to just change it over.

He lied. It's actually quite complicated. EE need to log a data integrity issue openreach and it takes up to 5 working days for OR to change the address...and then EE can also change it.

The take over attempts make my tickets with open reach null and void.

So I am having continual take over attempts and I also can't change my address.

And EE seem to lack a process that deals with this kind of issue

Re: Continual Broadband takeover attempts.

Mustrum — Thu, 31 Oct 2024 14:57:41 GMT

@DanielC86 if you had hit it again you could have undone it, but I have done it for you.

Still interested in getting to the bottom of what is going on.

Re: Continual Broadband takeover attempts.

DanielC86 — Thu, 31 Oct 2024 14:58:34 GMT

Hi, thanks for the reply but I am not fully sure what that means?

Re: Continual Broadband takeover attempts.

XRaySpeX — Thu, 31 Oct 2024 15:01:57 GMT

You said "any ISP that uses openreach" & I'm pointing out not only OR.

Re: Continual Broadband takeover attempts.

DanielC86 — Thu, 31 Oct 2024 15:04:38 GMT

Thanks for clarifying 😊

So. For example.

If my EE account and open reach connection was registered for the whole building.

122-114. Like it currently is.

If the lady in the apartment upstairs tried to get virgin broadband.

It would trigger a takeover attempt with EE (despite EE and Virgin not sharing any of the seme infrastructure)

Re: Continual Broadband takeover attempts.

Mustrum — Thu, 31 Oct 2024 15:08:44 GMT

@DanielC86 ok that makes more sense now. Alas when the system is not followed it takes a bit longer to sort out.

The builder/landlord should have sorted out postcodes before anyone ordered anything. So now it needs a co-ordinated effort - if all the apartments are trying to sort this out independently it will take much unravelling. The ISP's are the ones who can start the ORDI process with Openreach, I am guessing not everyone is using EE?