topic Re: Home move in Broadband & Landline

Home move

AndyT306 — Wed, 21 Aug 2024 17:27:47 GMT

So I tried to process a home move and my current service is available at the new address but EE can’t supply it and will only give me a full works package at nearly double the cost!

a week later and over 3 hours on the phone I’m now told I can’t place an order without cancelling my tv package

have asked for complaints to be raised and received no contact

have already moved out and still paying for services

Re: Home move

XRaySpeX — Wed, 21 Aug 2024 17:32:11 GMT

EE will no longer supply non-FTTP plans at exchanges where FTTP (Full Fibre) is available. Nor as far as I can tell will other ISPs. It's a plot by OR!

Re: Home move

AndyT306 — Wed, 21 Aug 2024 17:33:34 GMT

I can’t get fttp

Re: Home move

XRaySpeX — Wed, 21 Aug 2024 18:23:40 GMT

What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

Re: Home move

AndyT306 — Wed, 21 Aug 2024 19:43:42 GMT

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability WBC SOGEA AvailabilityHigh Low High Low VDSL Range A (Clean)

59.1

13.9

50.6

Unavailable

Waiting list

Re: Home move

XRaySpeX — Wed, 21 Aug 2024 19:58:21 GMT

May I see the whole table?

Re: Home move

AndyT306 — Wed, 21 Aug 2024 20:11:35 GMT

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability WBC SOGEA AvailabilityHigh Low High Low VDSL Range A (Clean)
VDSL Range B (Impacted)
G.fast Range A (Clean)
G.fast Range B (Impacted)

80	59.1	20	13.9	50.6	Unavailable	Waiting list
79.3	52.4	20	12	43.5	Unavailable	Waiting list
--	--	--	--	--	Unavailable	--
--	--	--	--	--	Unavailable	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

Available

SOADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) WBC SOADSL AvailabilityWBC SOADSL 2+SOADSL MaxSOADSL Fixed Rate

Up to 17.0	--	10.0 to 19.5	--
Up to 7.5	--	6.5 to 8.0	--
Up to 2	--	--	--

Other Offerings Availability DateVDSL MulticastADSL/SOADSL Multicast

Available

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

FTTP is not available.

Re: Home move

XRaySpeX — Wed, 21 Aug 2024 20:15:39 GMT

Ah, OK. It's not FTTP stopping it but a Waiting list. Then I can't see how EE can offer you anything at all.

Re: Home move

AndyT306 — Wed, 21 Aug 2024 21:00:55 GMT

They are offering me fttc fully loaded

Re: Home move

XRaySpeX — Wed, 21 Aug 2024 21:11:44 GMT

Don't see how they can if there's a waiting list for it. OR is not supposed to give preferential treatment to EE over other ISPs.

Re: Home move

Mustrum — Wed, 21 Aug 2024 22:20:59 GMT

Oerhaps they are thinking the Smart Hybrid Connect backup will keep you going until a port in the cabinet becomes available.

Have you had a look to see what the mobile signal is like in the new property?

Re: Home move

AndyT306 — Thu, 22 Aug 2024 07:05:59 GMT

The mobile signal is okay, they can offer me fibre standard package as a new customer but can only switch me to a full works one

I don’t need more speed as I’m the only user anyway

At this rate I’ll be switching to sky which feels like swearing!

Have been with orange/ee for 25 years on mobile and this is how I’m treated!

Re: Home move

Peter_W — Thu, 22 Aug 2024 13:20:14 GMT

Hey there @AndyT306.

We aren't able to view the exact offers available to you in your area via the Community, but it may be that the standard fibre package available at your new address doesn't quite match what you're on at the moment, so wouldn't be a valid option.

We would want all of this to be communicated clearly though, as the last thing we would want is for you to feel in the dark about all of your options.

I can see you've mentioned asking for complaints to be raised; have you had a chance to reach out to our dedicated complaints team?

There's a webform available on that page, and they'll be able to review all the details of your case so far, and make sure we've done everything we can.

Peter

Re: Home move

AndyT306 — Thu, 22 Aug 2024 15:23:37 GMT

I’ve checked the new address and there are several options including my current package… but home move say they only have access to one option

I have submitted a complaint on the web form but have heard nothing

Re: Home move

Mustrum — Thu, 22 Aug 2024 15:45:48 GMT

@AndyT306 unless the BTW DSL Check you posted earlier was not your new address, then the only thing available to you is ADSL. The VDSL (Fibre 74) is showing as having a waiting list, so not available.

It is not something you can be put on, you just have to keep checking until you see it is available then get an order in before anyone else.

I don't see how you can think anything else is available.

Re: Home move

Peter_W — Thu, 22 Aug 2024 15:55:11 GMT

Thanks for confirming all of that for me @AndyT306

When was it you raised this complaint?

We recommend it can take up to 7 days for them to review your case, but it can often be much quicker than this too,

Peter

Re: Home move

AndyT306 — Thu, 22 Aug 2024 16:06:12 GMT

If I put the address into the website it is offering me Fibre 36/50/67 essentials

i am currently on 67 essentials

home move can only offer me 67 full works

Re: Home move

AndyT306 — Thu, 22 Aug 2024 16:08:56 GMT

My first complaint was on 08/08 and I’ve heard nothing

i submitted again on the webform yesterday

the contact times for customer service are rubbish as well, as a working single parent I don’t know when I am supposed to spend an hour on the phone to them

Re: Home move

Peter_W — Thu, 22 Aug 2024 18:05:02 GMT

@AndyT306 If the complaint was raised by our team over the phone, then someone should definitely follow up with you before this is closed.

If you've submitted the webform yesterday though, someone will definitely pick this up soon and be able to look over everything that's happened so far.

Peter

Re: Home move

AndyT306 — Fri, 23 Aug 2024 08:39:38 GMT

well i was promised a follow up call to re-order the home move at 9.15, guess what?