topic Re: EE mistake they refuse to rectify in Broadband & Landline

EE mistake they refuse to rectify

Profile closed — Mon, 14 Aug 2023 19:54:04 GMT

I apologise in advance for a long post...

We have 2 lines at our home. One of the lines we recently (4th Aug) switched to talk talk, the other is with sky and we wanted to switch the SKY one to EE.

I spoke to EE well before the switch and gave them the telephone number I wanted switching to them so there was no mistake. Today the switch should have happened.

Apparently instead of switching the SKY line to EE they have (or openreach) have created a new profile at the exchange meaning we now have 3 lines to the property. The also connected the TALK TALK line to this new profile therefore this line is connected to EE where it should have been the sky line.

Neither sky nor talk talk are aware that EE was taking over either line hence the creation of effectively a new line without an actual connection to our property. All the engineer did it seems, was to disconnect the talk talk line and connect it to this new profile.

I was so appalled at the incompetence of EE that I said I wanted to cancel the migration so can you please put it back as it was. They refused as they said there would be no account to action the work against even though it's their fault. Talk talk are refusing to do it as (obviously) it's not their fault.

Incidentally the talk talk line is a welfare line as the person using it is a very vulnerable elderly man with Alzheimer's and has medical equipment that relies on the phone.

I am now left in limbo as I have no talk talk line, no EE line yet 3 lines are reported to be connected to our property.
EE's reply was talk talk will have to take over the line, talk talk's response was get EE to put the wires back.

Can someone please help.

Re: EE mistake they refuse to rectify

XRaySpeX — Mon, 14 Aug 2023 20:09:41 GMT

Did the TT line have a phone no., like the Sky 1 had?

Does the new line have a phone no.?

Re: EE mistake they refuse to rectify

Profile closed — Mon, 14 Aug 2023 20:15:17 GMT

Yes they both have. Talk talk have done a test and obviously it failed but as far as they are concerned it's a fault, in actuality it's a mistake created by EE.

At the moment the TT line has no wires going to it as the engineer has connected them to the new profile.

Re: EE mistake they refuse to rectify

XRaySpeX — Mon, 14 Aug 2023 20:18:29 GMT

As you gave EE the Sky line's phone no. they had no reason to mix it up with the TT phone no. It's down to EE to correct their mistake.

Re: EE mistake they refuse to rectify

Profile closed — Mon, 14 Aug 2023 20:23:03 GMT

You would think, but as I said they are refusing due to the fact there is no account to action the rectification against.

So much for a 14 day cooling off period.

Thanks for replying and offering help but I fear nothing will be actioned from either party. In the meantime I have to move into the annexe where the elderly person lives in case of an emergency.

Re: EE mistake they refuse to rectify

Mustrum — Mon, 14 Aug 2023 21:06:52 GMT

@Profile closed This really is something EE should sort out.

Just to get a little more info, how did you start the process - on line or call up?

And do you have documentation to support the issues you have had?

Have you raised a complaint? See https://ee.co.uk/home-broadband-complaint

Are you getting through to the technical people from the Broadband Care Team? Unfortunately they don't post on here, but there are people who can and will help advise you to get this sorted, although it may take a while.

Re: EE mistake they refuse to rectify

Profile closed — Mon, 14 Aug 2023 21:23:00 GMT

I started it online but decided that I had better ring EE to try and make sure that it was the correct phone line that was taken over and the person I spoke to completed the process over the phone.

I have been speaking to technical all day. A phone call that lasted 2 hours and emails right up until 8pm tonight. I will not mention his name but has a double barrelled surname if that helps. His final email message basically stated that without an account (as I cancelled in frustration) there is nothing they can do and talk talk would have to seize the line back which TT obviously refused to do. Which actually isn't true as EE have not taken over any existing phone line as I asked them but created a new one and taken the wires out of the TT profile and stuck them in theirs.

Not raised a complaint yet as I didn't know the route until now but will certainly do so now.

Nobody seems to want to own this problem and has left me with a bitter taste with EE.

Re: EE mistake they refuse to rectify

Profile closed — Mon, 14 Aug 2023 21:29:49 GMT

When I try that link I get this (Sorry for the copy and paste)..

"Thanks for getting in touch with us recently - we're always happy to help.

We can now confirm that your complaint case has been closed.

For information on the process we follow to resolve your complaint please visit our Complaints Code of Practice."

See what I mean? I'm getting nowhere.

Re: EE mistake they refuse to rectify

Mustrum — Mon, 14 Aug 2023 21:44:09 GMT

@Profile closed I do see what you mean, but please do not give up.

I did a bit more digging, this doc may help https://ee.co.uk/content/dam/ee-help/Help-PDFs/ee-complaints-code-of-practice-january-2022.pdf So a call or even a letter may be an option.

Were it me I would be raising this to the highest levels, and if the EE website and calling is not getting you answers there are other search tools.

https://www.google.co.uk/search?q=bt+consumer+ceo&sca_esv=556891977&ei=cp_aZNWFBZmxhbIPrvW_8Ag&oq=bt+consumer+&gs_lp=Egxnd3Mtd2l6LXNlcnAiDGJ0IGNvbnN1bWVyICoCCAgyBRAAGIAEMgUQABiABDIFEAAYgAQyBRAAGIAEMgUQABiABDIFEAAYgAQyBRAAGIAEMgUQABiABDIFEAAYgAQyBRAAGIAESKNeUABYuDlwAHgAkAEAmAFdoAGpB6oBAjEyuAEByAEA-AEBwgIIEAAYigUYkQLCAgcQABiKBRhDwgIREC4YgAQYsQMYgwEYxwEY0QPCAgsQABiABBixAxiDAcICDhAAGIoFGLEDGIMBGJECwgIIEAAYgAQYsQPCAhAQABiABBixAxiDARhGGPsBwgILEAAYigUYsQMYgwHCAgoQABiABBhGGPsBwgINEAAYgAQYsQMYgwEYCsICCxAuGIAEGMcBGNEDwgIaEC4YgAQYxwEY0QMYlwUY3AQY3gQY4ATYAQHiAwQYACBBiAYBugYGCAEQARgU&sclient=gws-wiz-serp

Re: EE mistake they refuse to rectify

Profile closed — Mon, 14 Aug 2023 22:04:43 GMT

I am not giving up and thanks for your help.

I read all those and searched all day right up till this minute and got nowhere.

In desperation I have made a complaint to ISPA but again this can take 5 days and I'm not convinced it will make any difference.

In the meantime EE have left a very vulnerable adult in imminent danger and for that I will never forgive them.

Re: EE mistake they refuse to rectify

XRaySpeX — Mon, 14 Aug 2023 22:19:04 GMT

I get that msg too & the user I'm logged in as does not even have BB with EE. So that page is bugged.

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form at the foot of the page.

Re: EE mistake they refuse to rectify

XRaySpeX — Mon, 14 Aug 2023 22:30:43 GMT

@Profile closed wrote:

but created a new one and taken the wires out of the TT profile and stuck them in theirs.

What exactly do you mean by that? They would have taken the BB line off the TT's BB kit & onto BT's.

I asked before does the new line have a phone no.? Does the TT landline phone work? Do you get a dial tone? Does it announce your TT no. when you dial 1470 17070?

Re: EE mistake they refuse to rectify

Profile closed — Mon, 14 Aug 2023 22:31:36 GMT

Going to ring them tomorrow again and every day after until it's resolved and hopefully bypass the operator and speak directly to a manager or team leader.

I find it difficult to put into words how frustrated and angry I am at the incompetence of this company right now. I've been at this 13 hours solid today at the expense of any work I should be doing.

Oh well, tomorrow is another day.

Re: EE mistake they refuse to rectify

Profile closed — Mon, 14 Aug 2023 22:45:37 GMT

However it's done at the exchange they have created a new profile instead of seizing the line from Sky. The TT line has disappeared and been replaced by the EE line. To my understanding they needed a wire for the new profile (I assume that means they have created a new line/BB card at the exchange) and took a punt at which wires to pick, plumped for the TT line and stuck them in without first checking it was a live circuit. I suspect it was an openreach contractor.

According to the tech guy I was speaking to at EE there are 3 profiles for this property with only 2 physical connections. How can that be?

It's a right **bleep** up and nobody will take responsibility for the error.

Re: EE mistake they refuse to rectify

Profile closed — Mon, 14 Aug 2023 22:51:14 GMT

It's as if they have put in a new line without the wires and just nicked them from the TT line.

17070 reports the EE line.

Re: EE mistake they refuse to rectify

XRaySpeX — Mon, 14 Aug 2023 22:55:50 GMT

You mean it reports an entirely new no?

It must still be connected to EE.

Re: EE mistake they refuse to rectify

Profile closed — Mon, 14 Aug 2023 23:01:10 GMT

Yes and yes.

If they just swapped the wires over, it would, wouldn't it?

I think I got the "Not my job" engineer today.

Seriously, you couldn't make this up.

Re: EE mistake they refuse to rectify

Mustrum — Mon, 14 Aug 2023 23:18:53 GMT

@Profile closed TT use different equipment at the exchange, so yes that makes sense.

Rather than another 13 hours on the phone, time to work smarter Google CEO Email will help you find Marc's email address, or go higher and try philip jansen.

All ISP's have a requirement to help and protect and also prioritise vulnerable customers, it is an OFCOM requirement, so if not already done, make sure they are registered as such on EE and TT.

Re: EE mistake they refuse to rectify

Profile closed — Mon, 14 Aug 2023 23:31:10 GMT

It is registered on TT, shouldn't have needed to be on EE as it was never destined for that but they are perfectly aware of what they have done and what the phone line is required for. Sorry to be a pessimist and I know you are trying to help me but the more I get into this the more I think they don't give a damn, vulnerable customer or not. They just want your money.

Sad way of thinking I know but at the end of the day that's all that matters to them..

Re: EE mistake they refuse to rectify

Mustrum — Mon, 14 Aug 2023 23:53:20 GMT

@Profile closed the vulnerable register is important as it should be kicking in additional support from EE, and TT.

I can fully understand your frustration, but urge you to remain calm and focussed - but do get some sleep - have a fresh start in the morning.

If you have not yet done so keep a diary/journal with dates and times and consider using all the options open to you - don't spend another 13 hours doing what you did today - hoping this helps in some small way.