Absolute Nightmare with both BT and EE broadband

[Iwmiftw]

It has been the month from hell for Wi-Fi. 

I moved house- and was previously with BT. I let them know I would be moving two weeks before the date (29/11)

Day of the move- Wi-Fi doesn’t work. I wait a day thinking that because it was a Friday evening that it might take the weekend. I then called BT to figure out the issue. 

they apologised profusely, and said it had been a total error in their part, something hadn’t gone through the system properly for the move from flat to flat and they would have been able to fix it if I’d only called them a day or so after I’d placed the order. (I’m not sure how I would have known to call them at this point, but whatever.) I dealt with a man on the phone who, frankly, made me feel uncomfortable (asking about my age and then making comments that he could find it in my file if he wanted to go look) and as much as I was keen to not be talking with him, I remained in the line. He told me that he needed to cancel the move entirely in order to clear the error and I needed to order a new internet package. I wasn’t pleased but he insisted it was the only way. He convinced me to move to EE as it had a better price, which I’m still not sure was the right call. He insisted I needed a new modem and ordered one to be sent. He then booked an appointment with an engineer for 18/12 to get my internet up.

The 18th was definitely not the 29, but at least it looked like things would be getting fixed. 

At the time of booking the engineer, I raised the issue that the address he kept citing was the OLD one, and that I needed internet at the new one. He insisted that it was simply because that was the original address in the account. (On later reflection, I realised that this was not true and wished I’d called that out at the time)

The date came to the 17th, and I still hadn’t received the new modem that he insisted I needed. I called EE- as they were now my provider, and inquired as to what was happening. 

I was then informed that 1: the modem had been sent to, and the engineer appointment had been made for the OLD address. 2. That I didn’t even need an engineer to be booked, 3. That I didn’t need a new modem, and 4. That the new internet start date would be 23/12. I’m not pleased at this point and made as much known. I had been sent a mini hub after the first failure and it did not work. The gentleman I spoke to reassured me that he was sending another, newer version of the mini hub and that it would be there the next morning (a Wednesday) to tide me over.

That Friday, I called EE to ask where the hub was that I’d been promised. I was not pleased as my gran had been staying with me and had no phone, or internet to turn to should she need assistance. I once again made my frustration clear- this time I was told that it looked like there was an error in that the previous tenant hadn’t cancelled their internet in time and that was partly the reason for the mixups. I was told that the lack of a new mini hub was because the order had been placed linked with my account- but because the account wasn’t live, that the order hadn’t gone through yet. 
I insisted that I needed something, and was offered a 4g mobile hub. I even paid for express shipping. 

it arrived Saturday morning. Brilliant. It worked! Brilliant!

Until approximately 10am on the morning of 23/12.

The mobile hub stopped working- but the broadband didn’t start. I get only a flashing purple light. I received an email from EE saying to call them, and did just that- although the man on the phone didn’t seem to know what that email had been regarding. He had me restart the router, then told me that it was their bad, stopping one before the other started, and said that the system only knows that the service has to be working as of 11:59 on the day of activation. 

He made sure the device was plugged in properly, walked me through what should go where, and told me to give them a call back on Christmas Eve if it still wasn’t working.

It’s still not working. I will be calling at 8am. 

Has anyone else had any issues like these? How did you resolve them? 

Do I have any hope of having internet for Christmas?

[Peter_W]

Good morning @Iwmiftw.

Welcome to the EE Community, and thanks for taking the time to explain everything that's been going on recently. 

I'm really sorry to hear about the experience you've had here too, I appreciate it's the last thing you'd want to be worrying about at this time of year. 

I really hope you manage to get things sorted when speaking with our team this morning, I'm confident they'll do their best to ensure you have a connection for over the Christmas period. 

I recognise that things have definitely fallen short of what we'd expect though, so if you continue to struggle there is the option to get this raised as an official complaint too. 

You can find all the details you need on our complaints code of practice.

Peter