topic Re: Downgrade Issue in Broadband & Landline

Downgrade Issue

PSHRUBB21 — Thu, 11 Apr 2024 16:25:36 GMT

Hello I am currently on full fibre 900 and wish to downgrade to full fibre 150 as i am within my cooling off period , i spoke to EE agent yesterday (Date 10-4-24) this agent accepted my downgrade request and texted me a link for me to approve documents and to submit back during the telephone call, i was advised by this agent my package/speed will change over on the 11th April 2024 as from today nothing has changed over i am still receiving over 900mbps speeds. when i check my orders using my EE app i cant see no open orders under VOL section, but i can see an order under AGT section that starts with AGT showing in progress with a green tick i haven't received no order confirmation email can someone please look into this i have no idea what has happened.

Re: Downgrade Issue

Northerner — Thu, 11 Apr 2024 15:58:28 GMT

Hi @PSHRUBB21

You'll need to speak to EE CS on 150 about this issue.

Thanks

Re: Downgrade Issue

PSHRUBB21 — Thu, 11 Apr 2024 16:00:35 GMT

I take it you dont work for EE. i will wait for an EE member to reply to me

Thank you

Re: Downgrade Issue

XRaySpeX — Thu, 11 Apr 2024 16:20:28 GMT

We users don't work for EE & the few Community Staff here, like us, cannot deal with specific account queries, which yours is. So you could have a long wait here until you bite the bullet & call CS.

I should wait until midnight before you can say it didn't happen today. EE always stipulates that installs & regrades can happen any time until midnight on the specified date.

Re: Downgrade Issue

PSHRUBB21 — Fri, 12 Apr 2024 11:54:17 GMT

Just an update todays date is now 12th April 2024 i still haven't been downgraded to full fibre 150 service still currently on the 900mbps service.

Paul

Re: Downgrade Issue

Chris_B — Fri, 12 Apr 2024 12:59:09 GMT

@PSHRUBB21 Have you called customer services as suggested?

Re: Downgrade Issue

PSHRUBB21 — Sat, 13 Apr 2024 20:05:01 GMT

Yes i have contacted customer services, there saying order seems to have got stuck within there new ordering system i have spoken to 6 different agents not one of them how to fix this issue all they keep advising is to create a brand new EE account which can take around 10 working days i have rejected this, i will be making a serious complaint.

Re: Downgrade Issue

PSHRUBB21 — Tue, 30 Apr 2024 15:05:41 GMT

I was contacted today by an agent saying stuck order has now been resolved which has taken bridge case team 2 weeks to do, agent on the phone transferred me over to another agent to get this order replaced there now saying cant be done because the system has now locked me into a contract when at the time i was still within my cooling of period does anyone have any ideas what can now be done

Paul

Re: Downgrade Issue

Chris_B — Tue, 30 Apr 2024 17:19:04 GMT

@PSHRUBB21 You need to speak with customer services about this. Explain what happened.

Re: Downgrade Issue

PSHRUBB21 — Tue, 30 Apr 2024 17:24:37 GMT

did you actually read my post ?