Broadband - elderly

[Lizbowden15]

I have tried to raise this directly but a bot is stopping me from doing so.   My mother yesterday (83, frail with eyesight issues) changed over to EE  from Plusnet.    She didn’t want to but had to as part of an upgrade ( I understand)

 My question is to EE - what provision do you  have in place for elderly customers.   The engineer wasn’t helpful at all and has left her with boxes to unpack and sort.   No working broadband either as at last night - told she would have to wait until today (what would happen in an emergency).   A telephone line  in the hallway which she was advised would have to move.  No real explanation as to why that needed to happen when Plusnet had no issue. I really don’t think EE appreciate the impact of making changes that just cause confusion.  Unhelpful at best. 

Maybe someone at EE could contact me?  On behalf of my mother, i am dissatisfied with your service.  

[Rach_H · Accepted solution]

Hi @Lizbowden15,

Welcome to the Community!

I'm sorry to hear about what has happened with your mother's transfer and I can understand how concerned you must be on her behalf.

We do offer support for vulnerable customers, and work to ensure the support that we do offer suits each customer's individual needs. Is she registered as vulnerable?

Rach

[JimM11]

@Lizbowden15 You will find that PN are in charge of the changeover, is your mother indicated with them as having vulnerable status applied, make sur that you do so with EE, get with her at the home and call EE CS to do so, does not always work well but at least you can say you have tried it.

It is always going to be a shock and many post's of problems, the PSTN switch off is a PURE PN issue as THEY are the company not supporting Landline connections for changeover, a new EE Hub has to be connected up and really the Engineers job is to get the connection working, but when it fails there is just no fallback as PN connection is GONE, landline switch over to the DV Digital Voice is/can be 24-48hrs and in/out are both separate so one can work before the other. See link below from two weeks ago now, just in case, long read.

Migration from Plusnet to EE a disaster - The EE Community

[XRaySpeX]

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@Lizbowden15 wrote:

No real explanation as to why that needed to happen when Plusnet had no issue.  

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That's cuz PN are no longer providing a landline service, which she needs, & so they moved her BB over to EE which does provide a landline service with their BB.