Broadband Order keeps getting Auto Cancelled?
- Mark as unread
- Bookmark
- Subscribe
- Mute
- Subscribe (RSS)
- Permalink
- Print this post
- Report post
27-01-2025 02:19 PM
Really frustrated by this. ordered an upgrade on my internet package to a faster package. Everytime the blame seems to be put onto openreach which makes no sense. I already have fttp installed at my address and everytime I speak to someone they assure me it is ok put on a new order and I won't need any new installation just a new router to be sent. this has happened 4 times with the promise that they will check after a few days and contact me if there is a problem, this has not happened once despite promises to the contrary. Their connections team seems to blow me off eveytime.
It honestly seems like no one has the expertises to fulfill my order and non of the staff are very bothered that this actually costing me money as I was trying to save money per month with this switch. I'm so frustrated as despite customer service promises nothing changes. No one at EE seems to be bothered to help me resolve my issue.
Solved! See the answer below or view the solution in context.
Accepted Solutions
- Mark as unread
- Bookmark
- Subscribe
- Mute
- Subscribe (RSS)
- Permalink
- Print this post
- Report post
30-01-2025 10:00 AM
Hi @jetblack581
I am sorry you've had these problems upgrading the broadband package and the orders have been cancelled.
To get the orders looked into in more detail you would need to get back in touch with our broadband guides. They will have access to the account and help you with the upgrade.
Leanne.
- Mark as unread
- Bookmark
- Subscribe
- Mute
- Subscribe (RSS)
- Permalink
- Print this post
- Report post
27-01-2025 02:35 PM - edited 27-01-2025 02:37 PM
@jetblack581 Upgrade from what to what? Also what makes you think going faster is going to lower the price?
- Mark as unread
- Bookmark
- Subscribe
- Mute
- Subscribe (RSS)
- Permalink
- Print this post
- Report post
27-01-2025 02:47 PM
@JimM11 from EE (legacy) Full Fibre 75 to (new) EE Full Fibre 300 essentials
- Mark as unread
- Bookmark
- Subscribe
- Mute
- Subscribe (RSS)
- Permalink
- Print this post
- Report post
27-01-2025 02:56 PM
Are you fully out of contract on Legacy EE?
- Mark as unread
- Bookmark
- Subscribe
- Mute
- Subscribe (RSS)
- Permalink
- Print this post
- Report post
27-01-2025 03:02 PM - edited 27-01-2025 03:04 PM
@Matt_124 yes for a couple of years
- Mark as unread
- Bookmark
- Subscribe
- Mute
- Subscribe (RSS)
- Permalink
- Print this post
- Report post
27-01-2025 03:29 PM
How are you ordering this upgrade, in an EE Store or by phone or online?
To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone
ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
- Mark as unread
- Bookmark
- Subscribe
- Mute
- Subscribe (RSS)
- Permalink
- Print this post
- Report post
30-01-2025 06:21 AM
On the phone. The website always says it has a technical problem. Always.
- Mark as unread
- Bookmark
- Subscribe
- Mute
- Subscribe (RSS)
- Permalink
- Print this post
- Report post
30-01-2025 10:00 AM
Hi @jetblack581
I am sorry you've had these problems upgrading the broadband package and the orders have been cancelled.
To get the orders looked into in more detail you would need to get back in touch with our broadband guides. They will have access to the account and help you with the upgrade.
Leanne.
