topic Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID in Broadband & Landline

Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

svsaunders — Sat, 02 Dec 2023 15:31:10 GMT

I write this post in the hope that someone who can make thing happened at BT / EE might get in touch with me as so far, the 9 people I have spoken to in the New EE dedicated team appear to be all be totally useless and just ignorant .

Whats my issue ?

I switched from TalkTalk 900MB Fibre to New EE 1.6GB on Tuesday 28th November, had a new next generation ONT installed on the morning and a promise that my service would be up and running shorty however that has still not happened.

5 days in, no internet, no "unbreakable service" and no clue as to when it will be fixed, if its will be fixed or what the actual problem is. ( feels like there is a lot of guesswork going on)

Apparently, this has NEVER happened before however Openreach believe there is a mismatched serial number at the Exchange and my issues has been escalated to a team called "the complicated case team" who are looking into this yet dont work weekends, have no way of a person speaking to them, dont work to SLA's and can offer no guarantees of when or even "If" my service will return.

9 phone called to the dedicated New EE team and not one of them advisors has returned my call after promising to go though my issues with a fine tooth comb, guide me on a journey and take me though to completion (there are all phrases that has been used) .

So as I write this, tethered to my mobile I am wondering if anyone has this issue or knows of a person at BT / EE who I can speak to that will listen, care, make things happened and try to resolve rather than tell me that they need to raise a ticket but cannot speak to the departments needed as they are not customer facing (internal or external customer) .

Surely this isn't right ?

Anyone have any ideas of offer any help?

Since install, Openreach have come out to the hour a 2nd time , check the ONT, checking the line, checked the light levels and say that everything is working at there end so the problem lies in EE's systems.

EE say the problem lies with Openreach...

Meanwhile the customer is left to just put up with rubbish service and a feel that that EE/ BT really dont care or worse (have a clue what to do).

Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

Robbie-Mac — Sun, 03 Dec 2023 11:38:27 GMT

Hi @svsaunders

Welcome aboard the EE Community and thank you for posting!

I'm really sorry for the delay connecting your Full Fibre EE Broadband service. I appreciate the time you've spent chasing this to try and get everything sorted out. I'll reach out to you privately in a moment with guidance on how you can come through to us here and we'll get you sorted. Check your private messages (envelope top right of page) for a message from here and respond with the details I've asked for. We'll take it from there.

All the best,

Robbie

Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

johnnyuk — Sun, 03 Dec 2023 18:59:33 GMT

Yup, I have EXACTLY the same issue . Been out of service since Friday morning, following the OR "engineer" fitting the new ONT for the 1.6G service and left saying everything is working!

Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

svsaunders — Sun, 03 Dec 2023 19:03:31 GMT

No way ! What have EE said to you ? I have escalated my issue to the executive office @ EE and apparently for me , it’s an authentication issue and I have a new router coming out tomorrow but OpenReach are also coming out on Tuesday to have another look ( a 3rd look)

Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

johnnyuk — Sun, 03 Dec 2023 19:12:56 GMT

The OR "engineer" subsequently blamed the EE ethernet cable between the ONT and the Hub! 🤣

Since then, I've had different reasons told to me - "the 1.6G service is not available", "the new ONTs are incompatible with OpenReach", "OR have extended the trial for 1.6G".

The most plausible is the same as you - some sort of account authentication issue. I connected my laptop direct to the ONT and set up a PPPoE connection. It errored when trying to connect saying bthomehub@btbroadband.com was invalid.

I'm hoping it's something that can be fixed remotely....I've no idea what else is going to happen next!

Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

svsaunders — Sun, 03 Dec 2023 19:15:40 GMT

OMG this is literally the same as me - word for word almost, I had one of the EE techs telling me that it was because the cable between the new hub and the ONT was not red so needed to send out a new red cable ? Have you had a new modem yet ?

Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

johnnyuk — Sun, 03 Dec 2023 19:25:01 GMT

I can tell you now it's not the Hub / Modem.

As mentioned above, the direct laptop connection doesn't work and my own Ubiquiti Router also doesn't connect.

This is after almost three years of flawless 900Mbps service with BT.

Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

Mustrum — Sun, 03 Dec 2023 19:25:42 GMT

The colour of the cable is not the important bit, the spec is. It must be Cat5e or better.

If you log into the router and look at the WAN interface speeds it should show 1,000Mbps each way.

If an openreach tech comments on the wrong colour, show them the 1Gbps connection speed.

It also will not cause an authentication issue.

Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

johnnyuk — Sun, 03 Dec 2023 19:27:53 GMT

I should have said - I'm a network engineer.

It's not the Hub and it's not the cable.

Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

svsaunders — Sun, 03 Dec 2023 19:29:26 GMT

Wow ok - so what is your plan ? Surely they cannot sell a service that is not viable ? Surely they can just switch us back to 900MB with the touch of a button right ?

I have ordered a new connection back to talktalk and they are taking over the service as of the 15th Dec however BT can’t just do nothing .

my short term goal is just to get back online .

if it’s not the modem then surely it’s a problem with the next gen ONT’s not being ready for service ?

Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

johnnyuk — Sun, 03 Dec 2023 19:34:48 GMT

The new ONTs have been around for a while - mine is dated 2022.

My plan is to keep badgering EE until it works.

I believe it's an issue between OR & EE in terms of account / authentication.

Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

svsaunders — Sun, 03 Dec 2023 19:52:36 GMT

Well I am a week in and no concrete date or promise of when I will be back on line - my worry is the new ONTs may cause a problem migrating back to TalkTalk ?

if the service is the problem, can’t I be moved to the 900MB service to at least give me internet connection?

Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

johnnyuk — Sun, 03 Dec 2023 19:55:14 GMT

All good questions!

Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

johnnyuk — Sun, 03 Dec 2023 20:41:46 GMT

This works for some people:

EE 1.6 Gbps tier | ISPreview UK Forum

Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

svsaunders — Sun, 03 Dec 2023 20:57:33 GMT

Did I read this right? It talks about swapping the cable?

Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

svsaunders — Sun, 03 Dec 2023 21:01:20 GMT

Some people are a month in with no service. How is that right and that leads me to believe this issue is far more serious that they are letting on - the annoying thing is that it initially sounded like it was only me having this issue however judging by the number of threads, there is no way EE & Openreach are not aware of it, must know what the problem is now also must know hope to fit it as they would not be allowed to see the service still

Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

johnnyuk — Sun, 03 Dec 2023 21:02:24 GMT

No, he originally thought it was that - turned out to be a fault in the exchange

Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

johnnyuk — Sun, 03 Dec 2023 21:17:56 GMT

But it's working fine for some - there are others on here with a working 1.6G service

Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

johnnyuk — Mon, 04 Dec 2023 09:29:52 GMT

@Neil-O

Hi Neil

This seems to be a major issue affecting more than one customer - can we PLEASE get an update?

I'm sure, like others, I work from home and cannot afford (literally) to have no internet?

I'm already cancelling video conference calls this morning.

Thanks

John

Re: Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

svsaunders — Mon, 04 Dec 2023 09:52:28 GMT

how long have you been out ?

The annoying things is the complete denial .... its clear there is a problem and EE / BT know but when you speak to them it feels like you are a one off and the only person who has this issue.

The New EE team is extremely small (20 heads) so there is an high chance that the person you speak to has had a similar issue and there is a process to follow.

The process cannot be - lets just leave all of these customers without service for several days (its a week for me tomorrow) .