topic Re: Cancelling my order and saying I asked them to??? in Orders

Cancelling my order and saying I asked them to???

AliMyles — Sun, 14 Dec 2025 23:11:06 GMT

I just signed up for EE broadband and digital home phone, they sent out the hub and phone filter and told me an Openreach engineer would be sent out. I then waited a while, then I tracked my order only to find out it had been made and cancelled twice, the real kicker is that they claim I asked them to cancel it which is patently untrue.

Is this the level of service I can look forward to? I've never had this problem with BT or Plusnet which are under the same umbrella.

This is nothing to do with my credit rating as I know that's fine.

Is this a regular occurrence?

Re: Cancelling my order and saying I asked them to???

Katie_B — Mon, 15 Dec 2025 18:28:24 GMT

Hello @AliMyles.

Thanks for coming here.

I'm sorry to hear your order has been cancelled.

Has an agent tried submitting this for you?

Who was your previous provider before singing up to EE Broadband?

Speak soon,

Katie

Re: Cancelling my order and saying I asked them to???

Patt1 — Mon, 15 Dec 2025 18:58:11 GMT

It happened to me twice last year when I was talked into migrating to EE BB from BT BB. After the headache, I insisted on remaining with BT as their broadband has never dropped out. I'm still with BT now & if EE try to migrate me again, I will move to another provider. I was with EE BB years ago & had lots of issues with drop outs etc.

Re: Cancelling my order and saying I asked them to???

Matt_124 — Mon, 15 Dec 2025 23:41:40 GMT

Just wanted to add to this to point out that "EE BB years ago" (what we would now refer to as Legacy EE) was a very different product to New EE BB (the current EE Packages).

New EE BB is built in a similar way to BT BB, hence a lot of the advertising mentioning "Powered by BT".

The way in which the service is delivered is now almost identical to a BT BB service but with newer hardware and additional incentives and features which are only available to EE BB.

All this to say that the gripes that you may have had with the performance of a Legacy EE BB connection would undoubtedly be different with New EE, and should be indistinguishable from a BT BB connection with even the same hardware being able to be used.