topic Broadband order cancelled? in Broadband & Landline

Broadband order cancelled?

STEJENT — Sat, 01 Nov 2025 22:11:22 GMT

I renewed my contract in store in August and was asked about my broadband service. I am with Virgin and my contract is up in December, and was told I would get money off, by also having broadband with EE, so I signed up for full fibre.

My appointment was booked for an engineer to attend and connect my property to the Openreach network. A few days before, my kit arrived.

The engineer attended, but wasn't able to complete the connection because the nearest cabinet was too far away and he left.

I was called later to say that Openreach needed to install a new pole in the street, and that this could take up to 12 weeks and that I would be contacted no later than early December.

Over the last few days I received a text message asking me to call a number to confirm some details about my recent order. I contacted EE twice about this and the reps said it was a scam. So I ignored it.

Today I got an email saying my order was cancelled and I showed the rep the text from the email, verbatim, and they agin said it was a scam.

This evening I had another text asking me to return my broadband kit, or be charged £85

How can customer services not recognise a genuine email from their own company? Is my order now completely, irrevocably, cancelled? And what can I do to get it sorted?

Re: Broadband order cancelled?

XRaySpeX — Sat, 01 Nov 2025 22:14:06 GMT

What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

Re: Broadband order cancelled?

Rach_H — Mon, 03 Nov 2025 10:45:26 GMT

Hi @STEJENT,

Welcome back to the Community!

I'm sorry to hear about the trouble you're having with your order, as this is far from what we'd expect to see.

It may be best to raise a complaint, and our team will look into what is happening with your order, and work to see what we can do to get things back on track.

Rach