topic Re: One Touch Switch Not so Simple in Broadband & Landline

One Touch Switch Not so Simple

DancingCapybara — Wed, 05 Aug 2026 10:14:11 GMT

Completed my switch on Friday (31/07/26). EE engineer came and upgraded my ONT, connected the new router. Everything now working.

Contacted my old supplier (Onestream) to check when I can expect my final bill. They say the switch has not been fully completed on EE side. They are saying EE logged 2 jobs to the ISP portal, 1 switch and 1 line takeover. The switch has been completed but the line takeover is still 'in progress'. I've tried to contact EE, they just say they have completed everything, and Onestream say they cannot amend anything because they are the 'losing supplier'. They even sent me a screenshot of the ISP portal showing the outstanding job.

When I contacted EE with this order ID, they said it did not match what they had. Then transferred me to technical, who said they only deal with faults and ended the call. Anyone have any experience of this? Or know who to contact to get this resolved?

If it isn't solved soon, I will have to leave EE before the cooling off period ends to avoid paying both suppliers.

Re: One Touch Switch Not so Simple

JimM11 — Wed, 05 Aug 2026 11:05:16 GMT

@DancingCapybara Don't understand your two statement from above, ""I've tried to contact EE, they just say they have completed everything,""

If it's a OTS issue or an EE issue, EE as the gaining provider are the only one who can sort that out.... Don't wait the 14 day's do the call to EE CS and if no satisfaction then contact (Onestream) about how you return to them.

ONT upgrade? did you do a 1.6Gb/s type package also?

Did Onestream confirm they are still going to be billing you also because off the incomplete status?

Re: One Touch Switch Not so Simple

DancingCapybara — Wed, 05 Aug 2026 11:08:40 GMT

I have called EE CS 3 times in the last 3 days, every time they have said they have completed everything regarding the switch and the switch is now complete. However, I have also contacted Onestream who, as of today, are still maintaining that the line takeover is still outstanding.

As you said, EE as the gaining provider need to resolve this. I've had this confirmed twice by Onestream.

Yes an ONT upgrade was completed to get my line up from 1Gb/s to 1.6 Gb/s, and yes I am on a 1.6Gb/s package.

Re: One Touch Switch Not so Simple

JimM11 — Wed, 05 Aug 2026 11:25:34 GMT

@DancingCapybara You are just going to have to find someone in EE CS who can sort it out and close the Onestream side however that needs to be done from EE. If it does take time, then EE may compensate you, so do ask that question also.

Make sure EE have the details you posted up....

""When I contacted EE with this order ID, they said it did not match what they had."" from the Onestream side.

It's also possible something OR related as you went up package wise with a takeover and an upgrade, but as you say all done unless you are still FF900 and not checked that.

Silly question, have you or are you using the EE Supplied Hub on the connection also?

Re: One Touch Switch Not so Simple

DancingCapybara — Wed, 05 Aug 2026 11:53:04 GMT

Yes, using the EE Smart Hub 7 Pro. Old router had to be returned within 14 days to avoid a charge, so have sent that.

Getting speeds well above 1Gb/s, just tested at 1.66Gb/s in EE app, and was getting between 1.3Gb/s and 1.6Gb/s within a couple of hours of the switch.

Is it possible that the switch instruction to OR was classified under the old ONT and not closed when the new ONT was installed?

Re: One Touch Switch Not so Simple

JimM11 — Wed, 05 Aug 2026 12:22:01 GMT

@DancingCapybara Questions to ask of EE those, at least OR have done there bit getting your ONT swapped out and anything else if needed exchange wise, and EE has made sure you are profiled to the 1.8Gb/s package also, what OR had to do and what EE have to do that is the 6 million dollar question?

Hound EE that is all you can do and raise the Compensation so it is Recorded in the call EE wise. Going to be a hassle going back quick look your old ISP does not look like they go any higher that the FF900 package.

Re: One Touch Switch Not so Simple

XRaySpeX — Wed, 05 Aug 2026 12:28:59 GMT

@JimM11 : Compo for what? Where's the delay in installation or BB down or not reaching guaranteed speed?

No, this is just an internal paperwork/procedural glitch. If OpenStream continue to charge OP after EE install than any claim will be against them.

Re: One Touch Switch Not so Simple

garybs29 — Wed, 05 Aug 2026 12:48:20 GMT

@XRaySpeX wrote:
@JimM11 : Compo for what? Where's the delay in installation or BB down or not reaching guaranteed speed?
No, this is just an internal paperwork/procedural glitch. If OpenStream continue to charge OP after EE install than any claim will be against them.

Unless it's a mistake on EE's side then EE would be at fault & liable for any charges so not a straight no to compo, depends what issue is

Re: One Touch Switch Not so Simple

XRaySpeX — Wed, 05 Aug 2026 14:37:03 GMT

@garybs29 : Then isn't it a failure of the OTS process &/or The One Touch Switching Company (TOTSCo) ?

Re: One Touch Switch Not so Simple

Richardr66 — Wed, 05 Aug 2026 15:54:37 GMT

@XRaySpeX wrote:
@JimM11 : Compo for what? Where's the delay in installation or BB down or not reaching guaranteed speed?
No, this is just an internal paperwork/procedural glitch. If OpenStream continue to charge OP after EE install than any claim will be against them.

Any claim will be EE against OneStream if it is the latters fault, and either way EE should compensate the customer for a failure in the process. As far as any customer is concerned, they only deal with the gaining provider, and it is for the gaining provider to sort any issues out.

https://ee.co.uk/broadband/switch

https://www.which.co.uk/reviews/broadband/article/how-to-switch-broadband-provider-a1VrH1b61tEU

I suspect that EE customer services won't recognize the "Wholesaler Order iD" as that is likely to be generated as part of the switching process elsewhere. When I switched I had my new customer account number and an order number on an email from EE. Unfortunately it is a case of trying to get a relevant person at EE to understand the issue. It is worth trying different ways, e.g the online message linked from https://ee.co.uk/help/contact-ee/complaint

Re: One Touch Switch Not so Simple

DancingCapybara — Wed, 05 Aug 2026 16:29:21 GMT

Thanks for the info.

I guess I will just continue to hound EE until fixed, in the mean time I have logged the issue as a complaint to formalise the issue and included the screenshot.

Re: One Touch Switch Not so Simple

XRaySpeX — Wed, 05 Aug 2026 16:38:25 GMT

@Richardr66 , @garybs29 : All very well but nowt in those references say what happens when it goes wrong, in particular in this case when the 2 providers disagree as to the state of the switch, nor who is responsible for sorting it out. Sure, it's easy-peasy & you only talk to the gaining provider when everything goes smoothly, as it does in most cases.

Re: One Touch Switch Not so Simple

XRaySpeX — Wed, 05 Aug 2026 16:42:28 GMT

@DancingCapybara wrote:
EE as the gaining provider need to resolve this. I've had this confirmed twice by Onestream.

He said, she said! Now get it confirmed by OFCOM.

Re: One Touch Switch Not so Simple

garybs29 — Wed, 05 Aug 2026 16:48:58 GMT

One Touch Switch failed? Your rights and next steps | BroadbandSwitch.uk

New provider is first point of contact, that is all It's ok to admit when you're talking about something you don't actually know btw...

Re: One Touch Switch Not so Simple

XRaySpeX — Wed, 05 Aug 2026 17:29:24 GMT

@garybs29 wrote:
New provider is first point of contact, that is all ...

Yes, exactly.

Re: One Touch Switch Not so Simple

Richardr66 — Wed, 05 Aug 2026 17:30:19 GMT

@XRaySpeX wrote:
@Richardr66 , @garybs29 : All very well but nowt in those references say what happens when it goes wrong, in particular in this case when the 2 providers disagree as to the state of the switch, nor who is responsible for sorting it out. Sure, it's easy-peasy & you only talk to the gaining provider when everything goes smoothly, as it does in most cases.

In all cases it is the gaining provider who is responsible for sorting it out. Any issues could be the fault of EE, Openreach, or OneStream, but that doesn't mean that the customer should speak to anyone other than EE.

Indeed the EE website I linked to says that EE is the only people to contact.

https://www.ofcom.org.uk/phones-and-broadband/switching-provider/switching-broadband-provider