topic Re: Line taken over in Broadband & Landline

Line taken over

Jez90 — Sun, 19 Apr 2026 21:40:25 GMT

I've had 5 emails and letters from EE saying someone wants to take over my line since January. After every email I've phoned to tell them I'm not moving house and have no intentions of leaving my contract. Well... late on Thursday night at bang on midnight the internet went out, went to bed and woke up on Friday morning and still no internet just a solid orange light.

I phoned up EE at 8:30am who said they had no record of broadband on my account and that the service had been terminated despite my numerous phone calls to not cancel it. I had to sign up to a new contract and according to their system i also have no fibre installed at my address (I've had fibre installed for 6 years and was on a 500mbps package) and was advised they may have to send an engineer out to install the fibre line and ONT. They sent me a 4G router out to tide me over in the meantime.

This is where the weird thing comes in, Friday night the internet came back on, but it's now at 74mbps not at 500 which i am paying for. This change in speed leads me to think I'm on someone else's plan and they're paying the bill.

I'm not sure how this 'slamming' scam works, surely someone's footing the bill, what do they get out of it? One request could indicate someone has entered the wrong address, but 5 requests?

According to one advisor i spoke to they could see there was a transfer request for moving the line over from EE to BT. Because BT and EE are the same company i asked if he could get a name for me, he then looked into it and told me it was very strange because the transfer didn't have a name on it.

If they take the cancellation fee this will be the icing on the cake, i'll be changing to sky.

Re: Line taken over

XRaySpeX — Sun, 19 Apr 2026 21:50:51 GMT

@Jez90 wrote:
they had no record of broadband on my account and that the service had been terminated
That's contradictory! How can they terminate something that there is no record of?
What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just 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, not the Postcode Checker.

Re: Line taken over

Jez90 — Sun, 19 Apr 2026 23:32:28 GMT

Ok maybe i could have phrased it better. He basically said there's currently no active service on my line and looking at my account he could see there was previously a service which had been transferred out.

Re: Line taken over

XRaySpeX — Mon, 20 Apr 2026 06:28:16 GMT

You can only get Full Fibre there. However there is no record of it ever being at that addy. If it had, where it says "FTTP Available" would say "ONT exists". Do you still have an ONT on the inside of an exterior wall? Once installed it should never be removed.

Re: Line taken over

Jez90 — Mon, 20 Apr 2026 10:40:48 GMT

It's an absolute joke at this point. According to them i have no active service and i need to installed despite me telling them i already have it. My internet is back up and running but only at 75mbps not the 500mbps that i am paying for. Due to the text i received this morning and the different package speed, i believe my internet is now linked to someone elses account. So i assume there will be another customer out there who BT have told their internet is now up and running and they don't have any because i have it. How can they screw up this badly? I might wait until the engineer comes out to explain to him as trying to deal with somebody over the phone who keeps saying 'hmm computer says no' is impossible. There won't be a great deal for them to do though as i have everything installed.

Re: Line taken over

Weebles2025 — Mon, 20 Apr 2026 12:19:15 GMT

@Jez90 The only time I've seen this happen is when someone lives in a multi-dwelling such as a flat and their address has been put down wrong as the building address in the database so that every time someone in the building orders broadband it produces these annoyances.