topic Re: Re: Stuck Open Order. in Broadband & Landline

Re: Stuck Open Order.

mihanley — Sat, 16 Mar 2024 03:40:04 GMT

Hello,

I’m also struggling with the same issue too!

I have had a ‘hidden’ open order on my account for weeks that guides keep saying they will ask to be removed but it never does get removed. Some tell me it will take 24 hours to disappear, others say 3 hours and others say 5 days.

It’s been weeks now and all this time I have been wanting to make changes to my package like add addons but I keep getting hit with a brick wall saying that I have an open order on the go.

I feel crippled by this service, stuck with a service that isn’t entirely want I want with no way to change the basics of it. And all the phone calls to EE to try and resolve this are so disappointing when I’m told it will definitely be fixed by x time and when I check into it again afterwards, the problem is still there. Is there anyone can help resolve this for me please?

Re: Re: Stuck Open Order.

David-M — Sat, 16 Mar 2024 09:08:55 GMT

Hi @mihanley and thanks for the post.

Sorry you're having problems with the stuck open order. I can help. Please check your inbox for my message and drop me over the details.

Cheers

David

Re: Re: Stuck Open Order.

Hickster2024 — Sat, 16 Mar 2024 13:51:28 GMT

I am having exactly the same issue. My hardware was sent in two separate Royal Mail deliveries (one with a single TV Box Mini and one with two additional TV Box Minis and a Smart Hub Plus) and both have been received. However the EE Order tracker still shows that the second of the two is still pending and awaiting dispatch. This is causing all end of problem. I can't change my TV package. I can't sync the app to the router. I can't add any more boxes to my order. All because of a phantom pending order. EE Customer Services keep telling me they've sent an email to another team to clean this up but it never gets fixed. Is anyone from EE on this forum able to help please?

Re: Re: Stuck Open Order.

Hickster2024 — Tue, 26 Mar 2024 11:59:26 GMT

Hi @David-M - I think I have exactly the same problem. Are you able to help me too please?

Re: Re: Stuck Open Order.

Paddy-B — Tue, 26 Mar 2024 16:02:10 GMT

Hi @Hickster2024,

Thank you for posting. If you send me your details, I'll take a look at this for you.

I have sent you a private message with instructions on contacting the team.

Thanks,

Paddy

Re: Re: Stuck Open Order.

wildval — Wed, 17 Apr 2024 10:33:43 GMT

I have a similar problem. I've had an order marked 'open' and 'pending' since I received my equipment in early March. I can't access bills or plan details either on the app or website. I've had four long conversations with EE guides, two bridge cases have been raised, and also two complaints, one of which was responded to and then marked as closed when nothing had changed. I'm told my Hybrid Connector, which doesn't work, will be fixed when the order blockage is cleared. But nobody seems to be able to mark the order as complete. Who do I go to next? I'd be so grateful to get this sorted.

Re: Re: Stuck Open Order.

Daniel-S — Wed, 17 Apr 2024 15:44:30 GMT

Hi @wildval,

I'm sorry that it's still open. I'll get that sorted for you.

Can you drop a reply to my private message when you get a chance?

Thanks,

Daniel-S

Re: Re: Stuck Open Order.

wildval — Fri, 19 Apr 2024 11:53:43 GMT

Hi @Daniel-S

Thank you - I've sent a reply. I hope it reached you.

wildval

Re: Re: Stuck Open Order.

John-C — Fri, 19 Apr 2024 12:05:40 GMT

Hi @wildval, I've checked and your case is in our queue and one of the team will be in touch in a few days to sort this for you.

Cheers

John

Re: Re: Stuck Open Order.

Jonnie-v-Hawk — Thu, 30 May 2024 17:24:37 GMT

Paddy I've had open order issues since 16th April since I came over from BT and was put on the wrong TV Plan. At wits end with EE. It needs sorting please

Re: Re: Stuck Open Order.

Neil-O — Fri, 31 May 2024 07:21:51 GMT

@Jonnie-v-Hawk I'm sorry about that, I'll send you a private message so you can get in touch with your details.

Thanks

Neil

Re: Re: Stuck Open Order.

mihanley — Sun, 04 Aug 2024 23:20:53 GMT

Hi,

Thought I would post an update. I originally posted middle of March about an order that was stuck open on my account. Well, we are going into August how and it's still there - some kind of broadband order I think. Hidden somewhere. I can't make any changes to my EE account as I'm told the order is still open. I notice it even more now when I am trying to manage my smart home hub router with the EE app as it keeps telling me about this open order still unresolved. If anyone has the time to have a look at finally resolved this I would be so happy. Thanks.

Re: Re: Stuck Open Order.

XRaySpeX — Mon, 05 Aug 2024 01:19:44 GMT

Weren't you offered help by @David_M on the day you posted? Didn't you take it up?

Re: Re: Stuck Open Order.

mihanley — Mon, 05 Aug 2024 08:10:04 GMT

Hi, I did reply at the time but there was no response back after I sent all my details in private message and the problem is still here.

Re: Re: Stuck Open Order.

Rockondaddy — Sat, 28 Sep 2024 06:13:52 GMT

Neil,

Just reading all these stressed peoples problems with EE fobbing Customers off with complete horse ....! I was promised that my Broadband pending order would be completed so I can finally link and do a speed test of the so called plan I am on. Surprise, surprise they push me from one team to another. I have already had to ditch my digital voice from my BT move over to EE. Why is it so hard for these so called customer support people to be honest and give us, paying customers the help they need!

Re: Re: Stuck Open Order.

JimM11 — Sat, 28 Sep 2024 06:30:48 GMT

@Rockondaddy Why did you have to ditch the DV? did BT not take care of moving it for you?

Re: Re: Stuck Open Order.

Rockondaddy — Sat, 28 Sep 2024 06:38:58 GMT

Jim,
I stressed to EE before I started the move from BT to EE that the DV
landline was extremely important, as a senior nearly all my old friends
have my landline number only. So EE not being able to link this up to my
swanky new digital aqua light (EE not so smart Hub +_!!???) and days now
into next week, I have sent out letters and advised all on my phone book,
doctors, dentists, family over seas, that my digital land line is no more.
DV hand set will be going back to BT and my bill will be slightly less per
month.
Customer service is not yet the best.
Roc

Re: Re: Stuck Open Order.

JimM11 — Sat, 28 Sep 2024 06:53:34 GMT

@Rockondaddy Did you do this move by yourself? BT should have managed the complete move from them to the EE service.

That is your broadband/dv or anything apart from mobile but they can do it all if needed?

Re: Re: Stuck Open Order.

Rockondaddy — Sun, 29 Sep 2024 10:22:06 GMT

Jim,

Hard ware was sent and installed. BT/EE delt with the transition from BT to EE. Latest from yet another call with EE data team today. Another 3 days as it is now a software issue. More delays and hollow excuses.

Signing off. Thanks for listening Jim, but my patience is no more!

Re: Re: Stuck Open Order.

JimM11 — Sun, 29 Sep 2024 10:53:55 GMT

@Rockondaddy Sorry to see you have had such a poor experience in the transition from BT to EE, response is not the quickest, does appear to take time to sort it out, if there is anything else the forum can try to assist with just post it up.👍