topic Re: Open reach cancelling orders in Broadband & Landline

Open reach cancelling orders

Paully192 — Tue, 27 Feb 2024 09:24:01 GMT

Horrendous experience with EE. 3 orders placed for a broad band router each time Iv been told by EE it would be sorted and open reach cancels it because they don’t recognise my post code even though they sent a router here weeks ago. EE no help they sound baffled and advise me it will be sorted and yet it never is. Apparently every Monday I should just spend over an hour ordering a new router only for it to be cancelled and repeat the same cycle. It’s not on at all

Re: Open reach cancelling orders

Mustrum — Tue, 27 Feb 2024 17:11:01 GMT

@Paully192 do you have a broadband or phone service at the moment?

Is it a new build that has yet to be connected to the Openreach network?

There will be a logical reason for orders being rejected, so just trying to help you work out what the issue is.

Could you post the results from the BTW DSL checker use your phone number if you have one, or the address check if not = post the results but hiding your number or address.

Re: Open reach cancelling orders

Paully192 — Wed, 28 Feb 2024 11:36:33 GMT

Done all that mate. EE just sound baffled, haven’t got a clue why open reach keep cancelling, they promise they will look into it and get back to me and nobody does and when you phone them they just shrug and advise you to re-order. Spending an hour every Monday morning ordering something that keeps getting cancelled and the answer is just keep trying? Ridiculous

Sent from my iPhone

Re: Open reach cancelling orders

Dena47 — Tue, 14 May 2024 18:56:42 GMT

I am having exactly the same problem. My Mum ordered a new broadband deal in store which worked perfectly well but was very expensive. I cancelled it on her behalf to get the same deal online but much cheaper and they have cancelled her order twice without anyone being able to explain why. Each time you ring customer service on hold for ages without any real progress or answers.

I have a call back tomorrow but this has been going on for a month now. Have registered a complaint and will likely look for an alternative provider

Re: Open reach cancelling orders

Bobcat5 — Wed, 17 Jul 2024 18:10:37 GMT

Been without fibre for 10 days now, due to incompetence of EE.They seem unable to liaise with open reach, and are bringing in techies as call centre operators,due to the meltdown when joining BT.I will certainly be in touch with Offcom, and national press.

Re: Open reach cancelling orders

Paully192 — Fri, 19 Jul 2024 21:36:09 GMT

Just go to an alternative provider they will never sort it out. It’s taken 6 months to get away from this company. Worst customer service iv encountered in my life
Sent from my iPhone

Re: Open reach cancelling orders

maurnm — Fri, 01 Nov 2024 07:35:43 GMT

Openreach unilaterally cancelled my 92 year old parents' new ee home phone, Broadband and TV installation yesterday, without notice, and after my father had phoned them the day before (Wednesday) when they confirmed the appointment would definitely happen.

I am their son. After waiting over 30 minutes to get to speak to someone on their behalf at EE last night, their response was to confirm that Openreach had cancelled the appointment without even notifying EE and to raise a complaint on my father's behalf.

EE undertook to call me back this morning as apparently their system is still showing the order in one part of their systems and not in another part, and so they need to clear it down before they can then try to expedite a replacement installation appointment.

My parents are stressed out, having not had any of these services working for several weeks too. All this was meant to have been resolved with the installation yesterday. Both of my parents have major heart conditions.

They were previously customers of BT and Sky but I discovered they were being charged over £170 per month for their phone, broadband and Sky/BT Sports, so it was my bright idea to suggest they move to another provider. But, having tried to move them to Virgin, only to experience their diabolical customer service and failures to get their landline moved and working on the day of the installation (as per their TV ads where they falsely represent that it is all so easy and taken care of automatically), my father decided to cancel Virgin and go back to BT/Sky, only to be told by BT that he must become an EE customer as BT is being taken over by EE.

Given others' advice on this forum, I will see how EE do today but, failing a rapid resolution, I will probably go back to Sky on bended knee to stop the cancellation of their services and also contact BT to see if their account can be put back in place, all at a more reasonable price. That is most definietly what I should have done in the first place - negotiate a better price with the existing provider rather than go through enormous stress and time wasted trying to move to a competitor.

EE and Openreach - you absolutely have to do better than this!!!

I'm sending a copy of this message and the weblink to Martin Lewis. He is one of the very few voices in the UK that can render change in these inept service providers.

Re: Open reach cancelling orders

Katie_B — Fri, 01 Nov 2024 08:25:36 GMT

Good morning @maurnm.

Thanks for coming here and sharing this with us, I am very sorry to hear this has happened.

I understand this is a tough situation to be in and how many of us now rely on our Home Broadband services.

It's reassuring that this is with the right team and that they will be doing all they can to expedite this and get your parents services active as quickly as possible.

Just for reference as well, you can find all the details you need of our complaints code of practice here: EE Complaints Code of Practice - March 2024

It would be great if you could also keep me updated on the outcome of the call today.

Katie

Re: Open reach cancelling orders

maurnm — Fri, 01 Nov 2024 09:46:15 GMT

Dear EE Community Support Team,

Per my previous post, I was promised a call between 09:00 and 09:30 this morning to address and resolve my issue.

Unsurprisingly, dare I say all too predictably, no call has been forthcoming and it is now 09:45.

Perhaps your powers are greater than mine...?

Re: Open reach cancelling orders

JimM11 — Fri, 01 Nov 2024 09:51:59 GMT

@maurnm When OR jobs run late, there is nothing that you can do, EE will have to do the re-schedule, no one has any access for account details, knows who you are or what is involved in the BB installation, it's a complicated situation that you have introduced with the move to VM, the cancellation and NO return to BT as EE are now the consumer BB supplier for the BT Group of companies. Once EE get the heads up today, why OR failed THEY will re-schedule the next available appointment slot.

Re: Open reach cancelling orders

maurnm — Fri, 01 Nov 2024 10:12:42 GMT

@JimM11 ...

The job didn't "run late", as I stated and EE confirmed, Openreach unilaterally cancelled the installation appointment, without any notice whatsoever to any party.

Complicated or not (I suggest it really is not that complicated), this is the opposite to the excellent level of customer service that EE say they strenuously aim to provide.

I'd also suggest that EE's stated aim to answer calls to their support line (0330 123 1105) within 30 minutes doesn't qualify in most people's version as 'excellent' customer service.

I had already established that EE are the ones who have to reschedule the installation appointment (as you have stated, Openreach have no contact with EE's clients) and I'd rather hear back from EE's official Support Team ,here, or when I eventually get through to them - I've been waiting 18 minutes on the support line so far...

Re: Open reach cancelling orders

Katie_B — Fri, 01 Nov 2024 10:15:18 GMT

Hi @maurnm.

Thanks for keep me updated.

I would really like to see if I can get this escalated.

When you have a moment please check your community inbox.

Katie

Re: Open reach cancelling orders

oldboatman47 — Sun, 30 Mar 2025 20:27:13 GMT

Hi,

Exactly the same problem here!

To give you some context, I’m currently in the process of switching broadband providers. I’m currently with Now TV, and while sorting out an issue with my mobile phone contract on Sunday, March 23rd, I was also sold a broadband package by EE, as I knew my renewal with Now TV was approaching.

This evening, Sunday, March 30th, I returned home and attempted to set up the EE broadband router as I had been informed that my activation date was Friday, March 28th. I was under the impression that I would simply be able to plug in the router and start using the service. However, upon doing so, the router displayed a blinking red light, and the connection did not work.

I contacted EE support and was initially connected with a customer service advisor who, while not rude, seemed unable to assist me effectively. She was unable to locate my account in the system and suggested that I was providing incorrect details — which I found quite frustrating.

Eventually, I was transferred to the technical team, who investigated the issue further. They informed me that my broadband order had been cancelled by Openreach. At this point, I was no longer interested in the technical details — I was simply expecting the broadband service I was sold to be up and running, as promised.

The technical advisor did their best and attempted to transfer me to the appropriate team — possibly the Orders or Provisioning team — but as it approached 8:00 p.m., the call was ultimately ended without a resolution. I was told to call back at 8:00 a.m.

As a customer, I feel I’ve been left in the middle of a situation that’s not of my making, and I find this unacceptable. I was sold a service with clear expectations, and those have not been met.

Re: Open reach cancelling orders

Leanne_T — Mon, 31 Mar 2025 10:43:02 GMT

Hi there @oldboatman47

I am very sorry the order has been cancelled and the call ended without getting the order processed again.

I would suggest getting back in touch with our technical support guides, to get information on why this was cancelled and how to get this sorted.

Please let us know how you get on.

Leanne.