Broadband Installation

RobertMead
Investigator
Investigator

My broadband was due to be up and running by 2359 on October 3rd, it didn't happen and I've heard nothing since, I've been stuck in a queue to customer services for over an hour every day and given up.

 I still have the text from EE that confirms the October 3rd activation date. It should be simple as EE are just taking over from Sky, all the cabling is in place.

Today I looked online for help, logged into EE and my I stallation date is now October 17th!! No warning from EE about any delay, no apology. What am I supposed to do for two weeks?? I'll have no broadband and therefore no TV service. Due to health issues I rely on WiFi for contact, EE know this. Just as annoying is the lack of ways to contact EE, I do not/cannot use a phone, there is no email.contact, what am I supposed to do?? Every email I've had from EE cannot be replied to, so I'll be stuck with no service and basically no contact with the outside world, I am close to telling EE to forget it, don't bother. 

1 SOLUTION

Accepted Solutions
Ali_A
EE Community Support Team

Hi @RobertMead 
 

Welcome to the EE Community. 


I'm sorry to hear of the issues you have faced with your Broadband activation.


I have sent you a private message. If you can have a look at get back to me that would be appreciated. 
You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages


Thank you,

Alit

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5 REPLIES 5
JimM11
Brilliant Contributor
Brilliant Contributor

@RobertMead Are you sure that there is no broadband, sky should continue the service until EE manage to go live. Did you cancel the sky service by yourself per chance?

Ali_A
EE Community Support Team

Hi @RobertMead 
 

Welcome to the EE Community. 


I'm sorry to hear of the issues you have faced with your Broadband activation.


I have sent you a private message. If you can have a look at get back to me that would be appreciated. 
You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages


Thank you,

Alit

Sky also had the 3rd as my leaving date from them, they have now agreed to keep me connected until EE take over in the 17th. I have just had a call from EE, lots of apologies and compensation offered.

 Thanks for replying.

Rha is, this has now been resolved - hopefully! EE have just phoned, apologised and admitted to their mistake. I will have to wait until the 17th for EE to take over my service but Sky will keep me connected until then.

 EE say I emailed entitled to £6.10 per day compensation, so approx £85, this easily covers the extra month I've had to pay Sky.

Thanks for the help.

JimM11
Brilliant Contributor
Brilliant Contributor

@RobertMead That's the whole object of the OTS service, until the gaining provider ie EE takes over and informs sky that they are good, then sky keep the service up, keep charging you during the period until it is all sorted, glad it's all working out any way!