topic Re: 1.6 Gbps Next Gen Home Move Issues in Broadband & Landline

1.6 Gbps Next Gen Home Move Issues

ChrisP99 — Thu, 05 Dec 2024 13:34:58 GMT

Hi,

I am having an absolute nightmare transferring my 1.6Gbps package from my current address to my new address.

Is is a very long story but essentially I rang 3 weeks in advance as I should have, booked in an Openreach visit to replace the ONT, and now nobody can find an Orbit reference and Openreach have not came to my new property.

I have been on the phone for multiple hours and when I tried to ring again today, when I said my name I was actually hung up on by the person on the phone. I’m shocked and really upset at how I’m being treated.

I have emailed the executive complaints team at **removed**, and nobody has gotten back to me.

Could somebody please help as I feel really helpless right now getting this moved.

Re: 1.6 Gbps Next Gen Home Move Issues

XRaySpeX — Thu, 05 Dec 2024 14:41:03 GMT

You have no other option but to call EE & chase.

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: 1.6 Gbps Next Gen Home Move Issues

IPR1 — Fri, 08 Aug 2025 19:58:47 GMT

Hi all,

recently upgraded to EE from BT. Then Called up to arrange home move for broadband as we moving to a new build home in 8 weeks.

I read some posts from over a year ago about an error on the system ….well,the error on the system is still present and I was told I can’t move broadband whilst on EE !!!!!! Even though full fibre and ONT is all fitted in the new home !!!

And that I would have to return to BT on move in day, return my WiFi 7 kit and they will send BT SH2! And cancel my new contract with EE. I have only recently send back my SH2 when upgraded !
This is a messy way to fix an error that’s been on the go for ages. Why oh why can’t I move home with EE ???

Re: 1.6 Gbps Next Gen Home Move Issues

Lesley_W — Sat, 09 Aug 2025 12:05:21 GMT

Hi @IPR1

Welcome to our community.

Did the team say why the home move was needed to be done this way?

If you aren't happy with the information you were given, you can make a complaint here.

Lesley