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

Re: Stuck Open Order.

MDK8 — Thu, 01 Aug 2024 10:59:06 GMT

I’m too am struggling with this same issue and I can see many people here are too!

I called EE to renew my broadband/landline package contract which I have held for years and they said I allegedly have an 'open order' on my account and therefore can't upgrade me before Jan 2025. Believe me, I do not have any such open order. Three separate EE departments could not identify what this open order might be or how it could be resolved! Pathetic. They told me to contact Openreach but Openreach website says: "We do not have a customer care contact number that you can call for any broadband, phoneline or Wi-Fi issues you may be having. Please contact your service provider i.e. the company that sends you your bill."

Can anyone please help? Thanks

Re: Re: Stuck Open Order.

JimM11 — Thu, 01 Aug 2024 11:09:55 GMT

@MDK8 Why were you instructed to contact openreach, they have absolutely no dealings with customers in any format, are you a EE legacy (old accounts), seems a very strange request from EE.

Re: Re: Stuck Open Order.

MDK8 — Thu, 01 Aug 2024 11:15:54 GMT

Thanks for reaching out. They said something about me being a EE legacy old account holder which is why they initially struggled to even find my account even though they've been happily billing me for years and my details on my online account are all up to date and correct.

They suggested to contact openreach and tell them about this open issue to see if it might be anything on their end, even though I told EE that I have nothing to do with BT anymore. I was with BT years ago before switching to EE broadband and landline.

What does EE legacy even mean and how might I resolve this?

Thank you

Re: Re: Stuck Open Order.

XRaySpeX — Thu, 01 Aug 2024 11:20:52 GMT

@MDK8 : EE legacy BB is older BB contracts probably started before Oct '23. In areas where FTTP is available it has been superseded by EE New BB which provides Full Fibre (FTTP) with speeds up to 1.6 Gig.

Re: Re: Stuck Open Order.

JimM11 — Thu, 01 Aug 2024 11:22:16 GMT

@MDK8 EE are running two systems at present, Legacy is all the older accounts pre the BT - EE push, new EE is now anyone who applies for and get's or someone from BT now sent to EE as BT are only going to look after business accounts and EE will do all the consumer (Home Broadband). EE are the ones who instruct OR to do anything, not you.

Re: Re: Stuck Open Order.

MDK8 — Thu, 01 Aug 2024 11:34:35 GMT

Thanks everyone for your replies but I have yet to be advised how to resolve my issue.

Can anyone (even an EE representative...!!!) please help?

Thanks

Re: Re: Stuck Open Order.

XRaySpeX — Thu, 01 Aug 2024 11:38:16 GMT

You can only resolve a stuck open order with EE CS.

Re: Re: Stuck Open Order.

MDK8 — Sun, 04 Aug 2024 10:57:43 GMT

HiI am reposting as EE issue still completely unresolved

I called EE to renew my broadband/landline package contract which I have held for years (I think I'm an old EE Legacy account) and they said I allegedly have an 'open order' on my account and therefore can't upgrade my broadband before Jan 2025. Believe me, I do not have any such open order. Subsequently, 3 separate EE departments could not identify what this open order might be or how it could be removed from my account! Pathetic. In desperation, customer services loyalty team even told me to contact Openreach although I have nothing to do with Openreach! The Openreach website even says: "Please contact your service provider i.e. the company that sends you your bill."

Can anyone from the community, or even an EE actual representative, please help? Thanks

Re: Re: Stuck Open Order.

MDK8 — Sun, 04 Aug 2024 11:16:07 GMT

Hi, if 'EE CS' means EE customer services then they have been absolutely no help at all

Re: Re: Stuck Open Order.

JimM11 — Sun, 04 Aug 2024 12:47:43 GMT

@MDK8 In case you do not get anywhere links to complaints.

Understanding your broadband complaint | Customer Care | EE

Fill out our complaints form | Help | EE

Re: Re: Stuck Open Order.

MDK8 — Mon, 05 Aug 2024 08:56:05 GMT

Hi Jim

I clicked on your link 'customer care' above and can see the following message which has NO date or even reference number so I have no idea if it relates to my recent issue as above or an earlier issue. (I do not recall ever submitting a complaint before). I'm unsure how to proceed. Here is the message I see:

Home Broadband Complaint

Thanks for getting in touch with us recently - we're always happy to help.

We can now confirm that your complaint case has been closed.

For information on the process we follow to resolve your complaint please visit our Complaints Code of Practice.

If we don’t hear from you within 28 days, then we'll consider your complaint fully resolved. If after contacting us, you feel that we have not resolved your complaint within eight weeks or if there is a deadlock situation, you may refer your complaint to Ombudsman Services, free of charge.

Re: Re: Stuck Open Order.

JimM11 — Mon, 05 Aug 2024 09:02:23 GMT

@MDK8 1st link seems to be kind of generic page link, 2nd will allow you to fill the form and make the complaint!