topic Re: Stuck Open Order. in Broadband & Landline

Re: Stuck Open Order.

Chrissy75uk — Wed, 01 May 2024 01:33:09 GMT

Same problem here. I cannot view the Broadband page in plans and subscriptions within the EE mobile app. It has said ‘Order Pending’ for weeks. Ever since I was moved from BT FTTP 900 to EE it has been like that.

I asked to add the TNT sports TV add-on which was successful but after a week I received an e-mail from EE notifying me that I was cancelling my TNT add-on when I didn’t do this - and now I can’t add it back on because of the phantom open order.

I have also had many other problems including EE keep downgrading my Netflix premium subscription to Basic which again I never asked for this to happen.

I have spent hours and hours on the phone with EE advisors with still no resolution, one advisor kept me on hold for nearly 2 hours with little to no breaks in the hold as “he was working on it” then there was a break in the hold and he appeared to be having an explicit conversation with another female and then I was cut off.

I am absolutely appalled and disgusted with the customer service. This phone call resulted in a strong complaint and I was told that the advisor was doing “call avoidance” and that his manager would be investigating it. I was then told that my case had to be passed on to something like the ‘orbit’ team and would probably be resolved in 5 days, needless to say still isn’t resolved and have lost all confidence in this company.

Re: Re: Stuck Open Order.

Daniel-S — Wed, 01 May 2024 12:47:04 GMT

Hi @Chrissy75uk,

Thanks for reaching out. I've created a separate thread for you so we can help.

I'm going to send you a private message as we'll need to check that order and have it closed for you.

Thank you

Daniel-S

Re: Re: Stuck Open Order.

Lynn359 — Tue, 07 May 2024 23:42:26 GMT

I am having similar issues after recently going from BT to EE. On the EE app, in broadband it states I have a pending order that isn’t complete, yet I have working broadband, but due to some glitch I have been denied having the Big Entertainment package, which is what I had with BT, they have been unable to give me Now Cinema and I have been switched to basic Netflix. My contract email was the Big Entertainment package. I have phoned numerous times and get a different response each time and apparently a technical team are looking into it but I have no physical confirmation of that. My order was 26th March 2024 and I feel this is far too long for this issue to prevail ! I regret moving to EE and wish I had stayed with BT which was so much simpler!
This is my last ditch attempt to have this matter resolved.

Re: Re: Stuck Open Order.

Mrtugboat — Mon, 23 Sep 2024 20:07:09 GMT

Did they sort this for you?

I’m having the same issue. I’ve been with BT for 12 years and they’ve moved me to EE - not an issue.

I had the 900 package and they said they’ve moved me over and I upgraded to the gaming package with EE. My date for the engineer ( I wasn’t sure why I needed one as i already have an OTP box) was the 1st of October.
I called up as my order was still pending and the guy said It needs to not be cancelled and re done. Can anyone please help advise how you sorted it?

Re: Re: Stuck Open Order.

Lynn359 — Mon, 23 Sep 2024 21:13:06 GMT

You need to make contact with the TP Offline Team. I am not sure how they got informed of my predicament, but I did use the online complaint form as a last resort and I think that’s how they contacted me. Someone finally took ownership of my complaint and it is now all sorted out, although I was still having issues with the EE App. It looks like someone else is still working on this but at least now I can see what package I am on and everything is showing as correct. Hope this helps as I know how frustrating it is getting fobbed off by people who each had a different opinion on what to do to sort it.

Re: Re: Stuck Open Order.

Mrtugboat — Mon, 23 Sep 2024 21:25:43 GMT

Who’s the TP offline team?

the chap I spoke to earlier said he needs to cancel my order and redo it. Which didn’t sound right at all?

Re: Re: Stuck Open Order.

Ewan15 — Tue, 24 Sep 2024 06:31:43 GMT

I transferred from BT to EE and my order is still open. I have phoned on a number of occasions, The last time they said it was because I hadn't returned by stay connected SIM router, (for use when your ADSL connect fails and BT tell you to use it as it was in those days) BT sent me this many years ago and it was in a cupboard in the office having never been used.

I have since returned it and am waiting to see if the order closes 🤣.

So BT / EE know what equipment they want returned but cannot include a list of what they want. This is true incompetence😠

Re: Re: Stuck Open Order.

Lynn359 — Tue, 29 Oct 2024 09:35:04 GMT

They got in touch with me. I assumed it was because I filled out a complaint via EE complaint form which you find on their website. During all my issues with them, one of them said I would have to cancel my account and start again. I didn’t agree and when I spoke told the TP offline team about this they said that was incorrect information. I hope you have it sorted out now, sorry for delay in response but I didn’t get an alert.

Re: Re: Stuck Open Order.

Ewan15 — Tue, 29 Oct 2024 14:40:56 GMT

I found that once they had had all my equipment back the pending order closed

Re: Re: Stuck Open Order.

Will461 — Thu, 07 Nov 2024 00:16:21 GMT

I’m having the same issues to be honest ordered last Wednesday equipment arrived Saturday.

broadband works but no clue of the speed. I’m playing 75 quid a month for full fibre 900.

The app doesn’t work so you can’t do half the things you are supposed to do.

another example of a company taking your money without providing the correct customer service.

Was told this will be sorted by next Monday at the latest. As far as I’m concerned you are breaking the contract.

I don’t pay that amount when I can’t even check the speed. Rather than improve your internal systems ir bt and ee they prefer to ask customers to phone up constantly.

not impressed has no issues with bt whatsoever. Please design an app that works.

Re: Re: Stuck Open Order.

XRaySpeX — Thu, 07 Nov 2024 00:19:48 GMT

@Will461 : Welcome to EE's Home Broadband Forum.

1. Post your full router stats:

For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.
For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

2. Try a preferably wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

Re: Re: Stuck Open Order.

Will461 — Thu, 07 Nov 2024 00:35:10 GMT

My point is the app doesn’t work and my order shouldn’t take nearly a week to complete.

Action is required not apologies. Investment into proper systems.

I’ll wait and see if this is sorted by Monday otherwise I might leave and go back to bt.

Re: Re: Stuck Open Order.

XRaySpeX — Thu, 07 Nov 2024 00:39:29 GMT

@Will461 : You say you have no clue of the speed. I'm trying to give you a clue!

Anything you write here may be addressed by anybody here.