topic Re: Order not completing - stuck on ‘order pending’ in Broadband & Landline

Order not completing - stuck on ‘order pending’

LettuceLeafy — Fri, 08 Nov 2024 18:38:25 GMT

Hi, I’m a new broadband customer to EE but I’ve been a mobile customer since the start of the year. I’ve never had any problems, however when I switched over from Sky I was told my activation would be the 30th Oct with a text and email to prove. Nothing was activated and I was then told the 4th by a text message. On the 5th of November, I was finally connected when I had to call to figure out what was going wrong - no landline. I’m using my own landline phones, but that shouldn’t make a difference. My order is ‘pending’ on my EE app, and I cannot set up any WiFi controls. I had called every number I was given and was told different days for it all to be done. On the 5th a complaint what opened and was supposed to be dealt with by the end of today (8th) but upon calling up EE/BT again as I was confused why I was sent a second smart hub (they have no idea why either and told me to leave it alone), they told me that the complaint is due to be resolved on Tuesday the 12th? Surely it shouldn’t all be a lengthy process considering it’s called the ‘One touch switch’?

Anyway, has anyone else had this problem and knows how to solve it? I wouldn’t be so bothered about landline but there is someone here who depends on it to receive calls from doctors, hospitals etc. any help would be appreciated! Thanks

Re: Order not completing - stuck on ‘order pending’

LettuceLeafy — Fri, 08 Nov 2024 18:44:08 GMT

Can I also add - My account number for the broadband won’t connect to my EE ID, and when I try to do it myself through app and website it says it’s already connected to a different account. Also to add - SmartHub Plus SH32B model F5394-P Full Fibre 150, Digital Home Phone.

Re: Order not completing - stuck on ‘order pending’

JimM11 — Fri, 08 Nov 2024 19:59:48 GMT

@LettuceLeafy Have you plugged the landline phone into the back of the EE Smarthub+ Router on the telephone jack connection, or are you using a remote DVA for connecting the phone? Does take 24 - 72 hrs for the DV to filter through and work?

Re: Order not completing - stuck on ‘order pending’

LettuceLeafy — Fri, 08 Nov 2024 20:06:34 GMT

Yes I did on the initial activation day, but I was also sent an adaptor so connected that up and put the landline through that I think on the 5th. I’ll put it back in to the back of the router and see if that works. Thanks

Re: Order not completing - stuck on ‘order pending’

JimM11 — Fri, 08 Nov 2024 20:15:51 GMT

@LettuceLeafy Link to the Digital Home Phone is below, click to open and you can watch the video.

How to set up your Digital Home Phone - The EE Community

If not working http://192.168.1.254 to the web hub manager, and see if the Phone below Status box is configured.

Re: Order not completing - stuck on ‘order pending’

LettuceLeafy — Fri, 08 Nov 2024 22:28:02 GMT

Thanks for the links. It says the phone status is not in reach but says service ready. Is there a fix for this that you know of?

Re: Order not completing - stuck on ‘order pending’

JimM11 — Fri, 08 Nov 2024 22:32:45 GMT

@LettuceLeafy Do not use DV at present, but from what i know, EE have to dump all the setup controls to you EE Router that then set's up all of your digital voice service, Until that is all complete then your landline may not work, post a screen capture of the page, hide any information like SSID name etc.

Re: Order not completing - stuck on ‘order pending’

LettuceLeafy — Fri, 08 Nov 2024 22:40:40 GMT

Yeah I thought that was the case, I just don’t understand why it’s taken so long when my initial activation date was the 30th. I’ll add a screenshot below of the phone page. Thank you for your help I really appreciate it

Re: Order not completing - stuck on ‘order pending’

JimM11 — Fri, 08 Nov 2024 22:55:36 GMT

@LettuceLeafy The picture takes a little time to be cleared, so will look at it when available, delay's happen can be SKY, EE or even OR if they have to move the service at the exchange end, but the day that the activation happened is the starting day not before it, and as stated 24 - 72 hrs before it all gels together, and that is if it goes smooth, the fact that it is showing in the router then the process has begun so just keep fingers crossed there is no problems. DV is different and somewhat more complicated to get all setup.

Re: Order not completing - stuck on ‘order pending’

LettuceLeafy — Fri, 08 Nov 2024 23:00:59 GMT

Thank you for your help. I didn’t even know about that webpage, and I can’t access it on my app or the website because of the pending order. Hopefully it all works out. Thank you again

Re: Order not completing - stuck on ‘order pending’

JimM11 — Sat, 09 Nov 2024 07:36:41 GMT

@LettuceLeafy Just to let you know, the picture is still waiting clearance, might be something that shows and not liked, but when it does get cleared will take a look.

Re: Order not completing - stuck on ‘order pending’

LettuceLeafy — Sat, 09 Nov 2024 09:34:24 GMT

Okay thanks

Re: Order not completing - stuck on ‘order pending’

JimM11 — Sat, 09 Nov 2024 20:08:42 GMT

@LettuceLeafy Your picture is up now, only thing that stands out, and not even sure if the hub is correct because you just have to see if it corrects, but it says that the DVA is out of reach from the router. Will post the light status of the adapter when i find on another posting that i did.

What your Digital Voice
Adapter light means
1 On initial plug in – flashes 0.5 seconds on,
2 seconds off
2 During registration – flashes quickly
0.5 seconds on, 0.5 seconds off
3 Once registered – stays solid green
4 During a call – flashes slowly 1 second on,
1 second off
5 Once registered, if there’s a connection
problem with your broadband – flashes
0.5 seconds on and 2 seconds off.
Maximum Digital
Voice devices
You can register a maximum of 5 Digital Voice
devices (that includes Digital Voice Handsets
or Digital Voice Adapters) to your new Hub at
one time

Re: Order not completing - stuck on ‘order pending’

LettuceLeafy — Sat, 09 Nov 2024 20:43:00 GMT

The Adapter is a solid green light, but I have taken the phone out of that and put it straight in to the back of the hub. Everything seems to be working now so fingers crossed it stays that way. The image I uploaded still all says the same, not sure why as I’m not using the adapter now. Only thing is that the order is still stuck on processing but hopefully that will sort itself out without cutting anything off again. Thank you so much for your help I really appreciate it

Re: Order not completing - stuck on ‘order pending’

JimM11 — Sat, 09 Nov 2024 20:51:44 GMT

@LettuceLeafy What the router say's may not be what it means, chocolate and fireguards are just two off the words that can be used for description. Glad you have some success, you could move the DVA closer to see if the message does change, but only if you can be bothered...👍👍

Think once you register the adapter, then stays on the system until you de-register, max 5 allowed DECT devices attached.

If you order does not clear, then you may have to chase up, EE could still be doing some work in the background and until finished then order will be open!

Re: Order not completing - stuck on ‘order pending’

LettuceLeafy — Sat, 09 Nov 2024 22:16:08 GMT

Turns out the good news didn’t last - The landline will only receive calls from EE network numbers and it calls out fine, any other incoming calls from a different network says “the number you have dialled is not recognised”. I have a callback Monday afternoon to re-port the phone line to see if that fixes it. Regarding the DVA, it is plugged in right next to the Hub, I have a second DVA that I could test out if I ever need to but hopefully keeping it plugged straight in to the back of the Hub will work. I also should have mentioned I had received an email to say the order was complete, so I’m just assuming it’s a delay in the info updating on my account. I’m still a bit confused as to why the account number says it is registered to another account, or is that just a generic error message that could also mean that it’s already linked to my account?

Re: Order not completing - stuck on ‘order pending’

JimM11 — Sun, 10 Nov 2024 10:21:15 GMT

@LettuceLeafy Sorry, missed the account number question you posted, it is possible you answered it yourself. you know the account number for the BB, and if your BB and Mobile look ok and you see both when you login to your account with your EE ID then it may just be so, if not then it will be a call to EE CS to find out what is going on. On my home screen see both mobile and broadband, so they are both linked ok, web and app.

Re: Order not completing - stuck on ‘order pending’

LettuceLeafy — Sun, 10 Nov 2024 12:37:28 GMT

Okay thanks. I’ll update after the callback tomorrow afternoon to see if anything has been fixed