Activation date

[Abigail33]

Hello, recently me and my partner have moved property and we purchased EE broadband 2 weeks prior to moving in as we knew there was going to be a delay with the activation date. fast forward to today and our activation date was yesterday, although nothing happened, recieved an email today asking to contact customer service and another email to send back our router.

after phoning EE they informed us the previous tenant had cancelled the switch the day before we moved in, no one contacted us in regard to this so we waiting a whole 8 days before being told that it was actually cancelled and we would have to start the process again of ordering the internet package and waiting.

the openreach box is already installed and we have a router at home so is there any reason the "new" activation date can't be sooner or do we have to wait another 2 weeks for it? really frustrated.

[XRaySpeX]

You've only got yourself to blame by ordering BB at an addy that was not yours at that time. The previous occupant would have been notified that someone was trying to take over their line & naturally objected. Now you'll just have to wait the typical 2 weeks for OR to be scheduled.

[Abigail33]

Understood, was told by our property progresser to start the process after we had exchanged. 1st time moving in a chain so just thought it was the norm.

[XRaySpeX]

I expect early orders before possession work sometimes but not others. You were just unlucky.

[JimM11 · Accepted solution]

@Abigail33 It's just sometimes the way certain ISP's do it all, and the previous owners wished to keep there broadband right up to the day the vacated the property, EE's process is start it all again, new Hub sent, old back and when they contact OR what/when/if it all can be slotted in to the schedule for Any/All work that is required to be done, 14-21 Day's is the running norm if you get it quicker then you are quid's in.

[Abigail33]

Thanks for the reply. Yes lesson learnt i guess although the previous tenants internet line is still active as i've plugged in the router and we've been using it for now been told it's getting turned off on the 3rd of August. frustrating on our part as we wasn't going live until 29th which would of been 8 days after we've moved in so tenant wouldn't of been without internet but i guess they was paying at the time and afraid of getting turned off which is fair enough. fingers crossed will phone CS tomorrow see what the crack is. 

[JimM11]

@Abigail33 Is it an current EE as is now, to your EE swap, if so way simpler operational wise more so if on Full Fibre connection. Copper an OR engineer may lift the pair anytime one off them is in the street box, 3rd August is not written in stone just so you know that.

[Abigail33]

not to glued up on the whole routers etc but i plugged in the new router we was sent and turned on the OR box in the property and i've got internet access. CS said it's because the previous tenants line is still active and is due to be turned off (guessing shes cancelled) by the 3rd.

it's full fibre in the property i'm not sure if they was with EE though.

after having to reorder the broadband deal my activation date is the 14th at the moment. 

[JimM11]

@Abigail33 It's either EE or BT, your EE Hub would not work otherwise.

[Abigail33]

ah okay that's good to hear, hopfully tomorrow when i ring CS perhaps the date may be brought forward if it's with the same network will see what they say. thanks for your help!