I renewed my contract in store in August and was asked about my broadband service. I am with Virgin and my contract is up in December, and was told I would get money off, by also having broadband with EE, so I signed up for full fibre.
My appointment was booked for an engineer to attend and connect my property to the Openreach network. A few days before, my kit arrived.
The engineer attended, but wasn't able to complete the connection because the nearest cabinet was too far away and he left.
I was called later to say that Openreach needed to install a new pole in the street, and that this could take up to 12 weeks and that I would be contacted no later than early December.
Over the last few days I received a text message asking me to call a number to confirm some details about my recent order. I contacted EE twice about this and the reps said it was a scam. So I ignored it.
Today I got an email saying my order was cancelled and I showed the rep the text from the email, verbatim, and they agin said it was a scam.
This evening I had another text asking me to return my broadband kit, or be charged £85
How can customer services not recognise a genuine email from their own company? Is my order now completely, irrevocably, cancelled? And what can I do to get it sorted?
