topic Re: Broadband Order keeps getting Auto Cancelled? in Broadband & Landline

Broadband Order keeps getting Auto Cancelled?

jetblack581 — Mon, 27 Jan 2025 14:19:15 GMT

Really frustrated by this. ordered an upgrade on my internet package to a faster package. Everytime the blame seems to be put onto openreach which makes no sense. I already have fttp installed at my address and everytime I speak to someone they assure me it is ok put on a new order and I won't need any new installation just a new router to be sent. this has happened 4 times with the promise that they will check after a few days and contact me if there is a problem, this has not happened once despite promises to the contrary. Their connections team seems to blow me off eveytime.

It honestly seems like no one has the expertises to fulfill my order and non of the staff are very bothered that this actually costing me money as I was trying to save money per month with this switch. I'm so frustrated as despite customer service promises nothing changes. No one at EE seems to be bothered to help me resolve my issue.

Re: Broadband Order keeps getting Auto Cancelled?

JimM11 — Mon, 27 Jan 2025 14:37:29 GMT

@jetblack581 Upgrade from what to what? Also what makes you think going faster is going to lower the price?

Re: Broadband Order keeps getting Auto Cancelled?

jetblack581 — Mon, 27 Jan 2025 14:47:42 GMT

@JimM11 from EE (legacy) Full Fibre 75 to (new) EE Full Fibre 300 essentials

Re: Broadband Order keeps getting Auto Cancelled?

Matt_124 — Mon, 27 Jan 2025 14:56:15 GMT

Are you fully out of contract on Legacy EE?

Re: Broadband Order keeps getting Auto Cancelled?

jetblack581 — Mon, 27 Jan 2025 15:04:23 GMT

@Matt_124 yes for a couple of years

Re: Broadband Order keeps getting Auto Cancelled?

XRaySpeX — Mon, 27 Jan 2025 15:29:36 GMT

How are you ordering this upgrade, in an EE Store or by phone or online?

Re: Broadband Order keeps getting Auto Cancelled?

jetblack581 — Thu, 30 Jan 2025 06:21:02 GMT

On the phone. The website always says it has a technical problem. Always.

Re: Broadband Order keeps getting Auto Cancelled?

Leanne_T — Thu, 30 Jan 2025 10:00:59 GMT

Hi @jetblack581

I am sorry you've had these problems upgrading the broadband package and the orders have been cancelled.

To get the orders looked into in more detail you would need to get back in touch with our broadband guides. They will have access to the account and help you with the upgrade.

Leanne.