topic Re: Failed FTTP upgrade order from 3rd party Step Change retention’s team in Broadband & Landline

Failed FTTP upgrade order from 3rd party Step Change retention’s team

llCHR15ll — Thu, 21 May 2026 21:02:47 GMT

Last Wednesday morning (13/05), I received a call from Step Change Outsourcing after obtaining and partially progressing with an FTTP order via Sky and giffgaff. We discussed the reason I’m looking to leave (faults with FTTC - speeds) and explored all options. We struck a manager-approved deal of FTTP @ £25.99/month for 900Mbps – I couldn’t believe my luck! An installation date was booked and planned for today, Thursday 21/05/26, 08:00-13:00. The retentions adviser even suggested I save the number he called from so I can call them back in 24 months when I’m due for renewal. It couldn’t have gone any better.

Concerns grew when no order confirmation email was received. I called 150 for clarification. They couldn’t find any order initially but after digging around, they did find what they said was an order and suggested that I wait 48 hours for an order number. I gave it 60 hours – Nothing!

I called 150 again and spoke to a really helpful guy in retentions. He couldn’t find an order but found the agent who placed the order. He contacted the orders team who confirmed that no history of an order had ever been placed. He couldn’t recreate my order at the price agreed so emailed the original salesman and his manager to call me back. It never happened.

After a bit more of back and forth with 150 yesterday and today with attempts to get this order placed, no one could get anywhere near the deal I agreed to. I was even informed that there is no recording of the original sale. I’ve now had to escalate and put a complaint in.

My question is: Has anyone else experienced anything like this? Will EE honour the originally agreed deal?

Re: Failed FTTP upgrade order from 3rd party Step Change retention’s team

XRaySpeX — Thu, 21 May 2026 21:24:36 GMT

Let's be clear! Is it that you are currently with EE for FTTC BB & were exploring a migration to Sky FTTP? Then this Step Change guy jumped in & struck an extraordinarily cheap deal to upgrade with EE to 900 Meg FTTP. He also set up an order & a date for activation. And you believed him? Who are Step Change to take BB orders for EE? No wonder EE CS were puzzled as to where & whether this order existed.

Re: Failed FTTP upgrade order from 3rd party Step Change retention’s team

llCHR15ll — Thu, 21 May 2026 21:44:01 GMT

https://www.bt.com/partners

Scroll down. You’ll see Step Change Outsourcing.

Re: Failed FTTP upgrade order from 3rd party Step Change retention’s team

llCHR15ll — Thu, 21 May 2026 21:47:07 GMT

https://ee.co.uk/help/profile/manage/phone-calls-from-our-partners

They’re listed here too

Re: Failed FTTP upgrade order from 3rd party Step Change retention’s team

XRaySpeX — Thu, 21 May 2026 21:57:46 GMT

There are many reports on here of promises by EE's partners not panning out & they've always been for mobile.

Re: Failed FTTP upgrade order from 3rd party Step Change retention’s team

llCHR15ll — Thu, 21 May 2026 22:08:40 GMT

Just thought I’d mention that now might be a good time to apologise for implying that I’m gullible. 😊

Re: Failed FTTP upgrade order from 3rd party Step Change retention’s team

garybs29 — Fri, 22 May 2026 00:26:39 GMT

Had the Sky order been cabcelled first? If not it likely failed as already an order on the line

Re: Failed FTTP upgrade order from 3rd party Step Change retention’s team

llCHR15ll — Fri, 22 May 2026 05:06:35 GMT

I only went as far as inputting current provider and surname of account holder on the Sky order page. I didn’t actually place an order.

Re: Failed FTTP upgrade order from 3rd party Step Change retention’s team

JimM11 — Fri, 22 May 2026 06:47:15 GMT

@llCHR15ll When you did the input on sky, did EE shoot you an e-mail about sorry to see your thinking about leaving them?

Re: Failed FTTP upgrade order from 3rd party Step Change retention’s team

llCHR15ll — Fri, 22 May 2026 07:47:23 GMT

I submitted the Tuesday evening before. I received an email and text from EE almost instantly with the “sorry you’re thinking” and Early Termination Fee

Re: Failed FTTP upgrade order from 3rd party Step Change retention’s team

JimM11 — Fri, 22 May 2026 08:21:12 GMT

@llCHR15ll Good, at least the OTS on the Sky/EE appeared to be working correctly and that is what should happen, going no further then that is were it all should have stopped, it's a check now for you to EE and see what is sitting with them currently and does the EE Line still currently have a flagged sorry to see you are thinking etc from the Sky side off things....

Re: Failed FTTP upgrade order from 3rd party Step Change retention’s team

llCHR15ll — Fri, 22 May 2026 09:52:44 GMT

I submitted a written complaint yesterday. I have the email address of the original sales agent and his manager. I’m wondering if I should let the complaint handler do their bit first or if I should go ahead and email the two contacts I have? It’s gone a bit further than just reinstating the order now though. I booked annual leave for the installation. I’d be looking for a gesture of goodwill on top to keep my custom for another 24 month commitment. I wouldn’t gamble on it though…

Re: Failed FTTP upgrade order from 3rd party Step Change retention’s team

JimM11 — Fri, 22 May 2026 12:52:29 GMT

@llCHR15ll Got no idea for you what is best, great price without a doubt and do wish you every success and hope EE hold up there end.... Past experience for me was not positive in anyway regards EE as they dig the heels in and will take a manager to sort it all out for you. In case you need below.😶🤞

EE Broadband Deals and Offers for 2026 | thinkbroadband

Re: Failed FTTP upgrade order from 3rd party Step Change retention’s team

llCHR15ll — Fri, 22 May 2026 16:52:50 GMT

I sent the email. I doubt I’ll get any response. Uswitch have some cracking deals at the moment. I’ll see where the complaint takes me.
Thank you for your kindness @JimM11