Broadband account ceased/stopped without notice and by mistake

[tommitch67]

On Monday 17th Oct 2022 around 2pm I had an unexpected and unsolicited total loss of service for both my broadband and landline phone service.  I have no internet and can not make/receive landline calls.  At around 4:30pm the same day EE sent me a txt message saying, and I quote,  "As requested we have stopped your EE Broadband service".  Needless to say, I did not request this stoppage.  My account payments are up to date and the service has been running without issue since installed in July 2022. No changes have been made to my inhome setup. 

According to EE customer service (it takes around 30 minutes on hold to talk to someone even though I have a total loss of service) more than 200 accounts have been mistakenly "stopped" or "ceased" without notice and an investigation is ongoing by EE.  

At this time (Tues morning) I remain in a total losss of service situation.  As I work from home this is more than annoying - its impacting my job/work.    

Has anyone else experienced this or know why this has happened?  

Thx for any replies

Tom

[XRaySpeX]

You may be due for some Automatic compensation

The last time similar happened to me EE gave me data for my EE SIM. It's a good idea to have a mobile router as stand-by.

[Jeff-Pieman]

I have had the same issue, I was out all day yesterday and got the same text message as you at 16:31.

What really annoys me is we have only recently moved and had to change my landline number, so since August I have been updating all my contacts and company's I have dealings with with my new landline number and now I'm worried that the number will change again.

I had a call this morning from EE and the issue is being investigated at a high level but they are unable to resolve the problem at the moment and can't put a timescale on how long this will go on for

[tommitch67]

Update:  New acconnt and service has been initialed by EE - thats good turnaround - thx.  Hopefully it will be up and running  and fully restored soon!!   

Regarding root cause.   This is not confirmed as yet but I highly suspect that my recent house move caused some old account data to be retained which was incorrectly associated to my new account. Then some kind of auto "clean up " of old accounts closed down the old account and by mistake also closed the new account - causing the cease in current services.