topic EE shocking lack of capability in Broadband & Landline

EE shocking lack of capability

EE_destroyed_BT — Mon, 17 Feb 2025 17:05:16 GMT

BT broadband and mobile was great, no issues.

Came to end of contract and EE offered a decent package to transition over both BB and 5 mobiles.

Problem statements:

1. EE failed to port existing numbers - I had to manually intervene

2. Open reach engineer failed to show to upgrade full fibre wall box for new 1.6gbps service

3. EE cancelled BB order

4. BT then switched off broadband all together.

5. Open reach continue to have our EE order on backend list (order cancellation hasn't yet reached their system)

6. Have since placed order with Sky, but openreach confusion now preventing sky from taking over.

Result. No internet, having to use data on mobiles.

I will Never use EE again and will tell everyone I know about my experience

Re: EE shocking lack of capability

Northerner — Mon, 17 Feb 2025 18:41:03 GMT

Hi @EE_destroyed_BT

There is no account access on these forums.

You can complain here: https://ee.co.uk/help/contact-ee/complaint

Thanks

Re: EE shocking lack of capability

EE_destroyed_BT — Thu, 03 Apr 2025 06:12:38 GMT

Same here!

At the point of deadlock and escalation with Ofcom, as EE failed to correctly migrate from BT. Had no fibre BB since 14feb and using 4g SIM and new router (my cost!) but is not ideal.

Multiple orders and equipment received but EE cancelled all (but app tells me all progressing)

In contact with exec complaints team but despite efforts, no resolution.

Openreach and backend service blamed but I have written ok from Openreach telling me raise an order with chosen ISP.

Has also tried sky but order cancelled by Openreach.

Firmly believe EE is the reason for this calamity.

Re: EE shocking lack of capability

XRaySpeX — Thu, 03 Apr 2025 12:54:27 GMT

@EE_destroyed_BT wrote:

At the point of deadlock and escalation with Ofcom

Deadlocked complaints are not escalated to OFCOM but EE's ADR provider, Ombudsman Services: Communications .