topic Re: Can’t order broadband due to recent cancelled order? in Broadband & Landline

Can’t order broadband due to recent cancelled order?

Elouber — Tue, 06 Sep 2022 20:35:59 GMT

Hi,

EE mobile customer here, moving into first home tommorrow.

tried to order my broadband last week for new home to get a head start in getting router sent out, then was advised to cancel as this could cause problems on the line for most recent occupants. Called EE, order cancelled.

Tried to order tonight instead, put in postcode and checked address but just getting ‘Sorry, Your order is already in the registration system’

Can I now not get EE broadband? Want to do it online to get some cashback, not possible?

Want to get broadband with EE as best speeds in area, but also can’t wait for their system to sort itself out?

any suggestions?

Re: Can’t order broadband due to recent cancelled order?

XRaySpeX — Tue, 06 Sep 2022 20:43:47 GMT

Your cancellation of your previous order has placed a Cease marker on the line. It won't be cleared for 2 - 4 weeks. It reflects on all ISPs.

Re: Can’t order broadband due to recent cancelled order?

Elouber — Tue, 06 Sep 2022 20:47:49 GMT

Hi,

Does that mean I can’t get internet from any provider?

I cancelled the order the same day I placed it, and when I called EE to confirm, they said no problem, didn’t event get too far along anyway, all cancelled just call us or pop online when you want to re order?

thanks,

Re: Can’t order broadband due to recent cancelled order?

Mustrum — Tue, 06 Sep 2022 20:58:12 GMT

It would have been the previous occupent who would have placed the cease on the line, not your cancelled order. Your canceled order may slow things down a few days.

Do you know when the previous occupiers moved out, and when they cancelled their service?

When you previously tried to order, when was that and was that online or via the Broadband Care Team?

Re: Can’t order broadband due to recent cancelled order?

Elouber — Tue, 06 Sep 2022 21:01:13 GMT

Hi,

They moved out today and their internet provider was Sky.

when I ordered it was online, but I then rung 150 and spoke the customer care team to cancel the order after I realised I’d probably jumped in to quick to order broadband before I’d officially got my keys!

this all happened over a week ago!

can I ring EE tomorrow and just place an order for broadband with them over the phone?

I work from home so getting the internet sorted as quickly as possible is an essential!

Re: Can’t order broadband due to recent cancelled order?

Mustrum — Tue, 06 Sep 2022 21:08:41 GMT

It would certainly be worth calling tomorrow, but when you will get connected will depends on when the previous occupier asked Sky to cease the service. . The cease will have to be processed before a new order can be placed - this applies to all lines using the openreach network.

It may be worth asking if a new line could be installed if you want it quicker.

Re: Can’t order broadband due to recent cancelled order?

Elouber — Tue, 06 Sep 2022 21:24:15 GMT

Thanks for this.

Will EE be able to tell from their system when the cease from previous occupant will end, as they were with Sky, not EE.

sorry, never done this before, just want to set up an ee broadband account, get router, set up, get on the internet and go!

Re: Can’t order broadband due to recent cancelled order?

Mustrum — Tue, 06 Sep 2022 21:33:06 GMT

Yes, Sky and EE, and others use Openreach lines, so EE should be able to see when they can place an order.

Do you know what speeds and services are available at your new property?

Have a look on the BTW DSL Checker, use the phone number if you know it, or the adress if not.

https://www.broadbandchecker.btwholesale.com/#/ADSL