I was with BT up until the end of last year (November), when I wanted to upgrade my connection so my account was transferred to EE. After that, they told me I couldn't get the highest speeds as that was only available to EE customers, not BT customers, which was the whole reason I switched. So, they made me a new account and cancelled my BT one, and had an engineer visit and switch us onto the new speeds. However, this has caused me nothing but problems and hours of calls with EE to try and sort, as my speeds were not as advertised and the connection itself was unreliable. During those hours of calls (I had to take time off work for several calls during the day, as this is a complicated situation they took a few hours to even understand the issues), they told me repeatedly that it would all be fine and while there was a problem with my account itself, it would be resolved at that particular time of the phone call (this happened several times). Recently, the internet completely stopped working, and when I called up (again) I was informed it was because my account was cancelled and I'd have to pay a cancellation fee. I told them I didn't want to cancel my account, but they told me it was cancelled anyway and I needed to make a new one. I was not informed at any point that my account would be cancelled and I'd lose access to the internet.
Anyway, long story short, I'm now left without any internet for two weeks while they cancel my old EE account and get me on a new one, all the while reassuring me that I don't have to pay any cancellation fees. The reason I wanted the highest speeds is because 4 of us work from home in different parts of the house, with multiple meetings going on at the same time, and now we can't even work!
This isn't against the support staff who have spoken to me, they have all been very kind and helpful, the last one got me set up with a 4g dongle to try to help for these two weeks, but it's also had nothing but problems since I got it. My phone, for example, can't connect to it because "connection is disabled by your administrator", whatever that means, and it does not cover the entire house (we have 3 WiFi extenders covering our 3 storey house).
Is there any way to escalate this to a higher member of staff who can just turn the connection back on for me? Considering I already had an engineer visit, I was already connected and it was working fine, what other steps need to be done, and why does it take two weeks? It would be easier to go through this massive inconvenience if I at least understood why any of this has happened at all. Thanks to anyone reading this wall of text - I am getting quite frustrated with the entire situation!
