topic Re: My Broadband Installation order has been cancelled by EE. What is happening ? in Broadband & Landline

My Broadband Installation order has been cancelled by EE. What is happening ?

MikeWilliams33 — Wed, 19 Mar 2025 23:28:50 GMT

Received email from EE cancelling my broadband installation order. I am confused. I did nothing. In fact my modem just arrived in the mail today.

Re: My Broadband Installation order has been cancelled by EE. What is happening ?

XRaySpeX — Wed, 19 Mar 2025 23:30:50 GMT

This user discussion forum can have no access to your specific account. You need to raise this with CS.

Re: My Broadband Installation order has been cancelled by EE. What is happening ?

MikeWilliams33 — Wed, 19 Mar 2025 23:40:33 GMT

Just wondered if others had had this experience. Seems most bizarre. Can’t imagine why EE would cancel after delivering the modem and with 7 days of the installation date. I did nothing that should have caused this except perhaps directing the modem delivery next door. ! On the email, they say they cancelled it. No reason. On the app it says I cancelled it - I did not.

Re: My Broadband Installation order has been cancelled by EE. What is happening ?

Profile closed — Thu, 20 Mar 2025 08:48:37 GMT

@MikeWilliams33

Likely some engineer resourcing issue. But you’ll have to ring CS.

An email cancelling without giving a reason, and then in the app giving a wrong reason?

Disgraceful way to treat customers.

Whoever designed these communication processes should get the sack.

Hope you get back on track 🙏🏻

Re: My Broadband Installation order has been cancelled by EE. What is happening ?

Paul1385 — Fri, 12 Dec 2025 05:10:08 GMT

I had mine installed yesterday and got a message saying I had cancelled I now have no internet and I work from home it’s a joke I’m fuming

Re: My Broadband Installation order has been cancelled by EE. What is happening ?

Ritu_D — Fri, 12 Dec 2025 13:21:01 GMT

Hi @Paul1385

Thanks for reaching out here on the community.

We do not have account access here, I would recommend getting in touch with customer service who will be able to take a look at this for you.

Thanks

Ritu

Re: My Broadband Installation order has been cancelled by EE. What is happening ?

Trev-B — Fri, 12 Dec 2025 13:25:10 GMT

I got exactly the same. Had to complete sign up again over the phone, so my charity lost out on the £40 donation for online orders. Suspect that’s why they did it.

Re: My Broadband Installation order has been cancelled by EE. What is happening ?

JimM11 — Fri, 12 Dec 2025 14:06:40 GMT

@Paul1385 That will be the computer no doubt, what you are about to receive can be taken back just as quickly!