topic Re: Stuck open order in Broadband & Landline

Stuck open order

Hannamet — Fri, 27 Feb 2026 16:34:55 GMT

Hello,

I'm wondering if anyone can help me, ive got an issue on my account that says ive got an open order still from.December 2024 and am unable to access any broadband upgrades etc. Any help would be appreciated

Hannah

Re: Stuck open order

JimM11 — Fri, 27 Feb 2026 16:48:23 GMT

@Hannamet Call EE CS and get it sorted out if at all possible!

Re: Stuck open order

Hannamet — Fri, 27 Feb 2026 17:54:31 GMT

Hello, I have tried that and unfortunately whatever they have done to fix it doesn't appear to have worked! They said it would be sorted by Wednesday and its still open

Re: Stuck open order

JimM11 — Fri, 27 Feb 2026 18:02:30 GMT

@Hannamet Until EE Fix it there is really nothing else to be done.

Re: Stuck open order

manatarms84 — Sat, 28 Feb 2026 07:58:52 GMT

You will need to go back to EE and see what they can do to fix it, sounds like what they tried didn't work however only they can sort it

Re: Stuck open order

Hannamet — Sat, 28 Feb 2026 09:50:09 GMT

Just had a message to say they are sending me a EE WiFi Extender 6 Plus Device so it appears they have just done it as a new order...I hope not as that would mean I've effectively started a new contract vs the one I started in 2024 which would be able to be cancelled/upgraded.

I also dont need the wifi 6 extender as I already have the wifi 7 router and 7 extender from the previous order...

Re: Stuck open order

JimM11 — Sat, 28 Feb 2026 09:55:12 GMT

@Hannamet You want to check with EE asap. any new order will replace the old, you do not want the request now to get the Pro 7 Equipment all requested to be returned, no longer able to see or control anything on your app etc the new contract if that is enforced is the least off your worries....

Re: Stuck open order

XRaySpeX — Sat, 28 Feb 2026 14:03:28 GMT

A Smart WiFi 6 + will not be compatible with Smart Hub 7 Pro router.

Re: Stuck open order

Hannamet — Mon, 02 Mar 2026 10:57:59 GMT

Hello, still an ongoing problem. Keep ringing CS, they keep asking have I placed an order? I haven't so they say sorry we'll cancel the equipment and close the order. All seems fine then once again I get an email saying thank you for your order, equipment is being sent out and its the same again, its like a fresh contract from today's date instead of the December 2024 order

Re: Stuck open order

JimM11 — Mon, 02 Mar 2026 13:02:11 GMT

@Hannamet You may just have to let it all happen and see what transpires from the EE side, more like one off those tried to fix and did not work computer glitches!

Re: Stuck open order

Rach_H — Mon, 02 Mar 2026 15:51:06 GMT

I'd recommend making a complaint, as this hasn't been resolved when you've reached out to the team previously @Hannamet.

Rach