Broadband order limbo and ignorance!

[daugava89]

Good day

I hope everyone doing great.

So story is - last Friday 27th of October  placed order for busiest homes package ( transferring from BT ). Later on received message of engineer appointment confirm  / order number and all other stuff it comes with.

When tried to track this order account says there is no active order . So I am calling EE - 10 minutes wait till first operator. Once given details, pin and account number operator puts on hold for another 20 minutes got transferred from agent to specialist team etc. Got told that system doesn't allow put order , so must cancel this and wait 24 hours. So as its weekend got call back on monday evening. Giving details , pin again and again I am on hold for 20 minutes. Agent apologies and says he will call after 24 hours as he cant make this trough. Next day ( Tuesday ) nothing, no one call. At evening I call BT to see whats going on in this side. They say there is order cancelation in progress ( BT services cancellation ), so after 1h 15m involving openreach I clear this order mess from line. Next day Wednesday no one call. Thursday (2nd Nov) , calling EE 15min wait to get connected giving all details again, got put on hold for 20 minutes, then operator says I need to create new EE account as he cant add broadband to this one or one I got sim plan ( altho there is deal ), but ok we are creating account , ordering , taking direct debit details , everything trough , got message of order and engineer visit confirm. and number to track order.
BUT of course, I cannot track this order and it says invalid tracking , checking account EE created with me there is NO ACTIVE orders . Calling EE AGAIN, telling all the story giving details, got put on hold for 25 minutes , then NEW agent picks call and asking ''How can I help you'' I am telling everything AGAIN , he said ohh you should be put trough specialist team and puts me on hold again its now 32 minutes after second hold.

Whats going on? 

[daugava89]

*UPD
After 50 minutes got trough agent who explained that the new system EE is working with  is not and will not show orders on broadband , and they will only get training on this.So only *old system is showing correct orders. But order should and will be completed in promised timescale.
So when asked is this the case with first order on Friday(27th Oct), he confirmed that that's the case most likely .

This could save so much trouble and time in first case .

[James_B]

Thanks for the update @daugava89 🙂

James

[miggle]

Thanks @daugava89 that's been doing my head in. My kit arrives tomorrow ready for my installation, but nothing on the EE app relating to it despite getting texted an install date etc.

[TuckerUK]

Can I ask @daugava89 Are you with BT on Full Fibre at all. As I was on FF 900 halo 3 and was told after tansferring to EE from BT I cant upgrade to the new busiest homes package. I was put onto a like for like package and then could upgrade once going live. To now being told it for new customers only even though I was coming from BT as I've never been with EE before. Starting to regret coming over as been mis-sold or promised etc.

[daugava89]

Interesting @TuckerUK, haven't heard this before, I was on 900/110 as well, I found about 1.6gbps when was checking available packaged for postcode in EE website, so started there. But have to say there is some walls between EE and BT even though they are one company now and BT encourage move to EE for domestic costumers, this was part why I move and of course 1.6Gbps. But as I was moving middle of my existing contract (even tho I am with BT nearly 5 years, to get best getting reroll contracts each 2 years average) EE said this is just transfer and should avoid penalty. From other hand received email from BT stating that 'other' company taking over and they are sorry I leave, but there will be ETC for leaving. I think it's just standart system message, but if otherwise will fight my way 🙂 

[TuckerUK]

See @daugava89 @I didn’t have any issues with the transfer it went smoothly tbh. Got my final bill from BT and they owed me £10 so that nice. But being told one thing then other agents telling me now it isn’t available to me is so frustrating as if that was the case I wouldn’t have joined EE yet and waited. Got another callback on Tuesday so see what happens then. 

[daugava89]

Did EE sent you terms and order details (confirm) for 1.6Gbps 😮 and then just turn arround? If so there should be some sort of compensation in this case. Thats tottaly misleading. 

[TuckerUK]

No let me clarify. I phoned up on the 27th October around 12pm spoke with BT if it was possible to transfer my account over to EE as a new customer. They Transferred the call over EE, and the lady I spoke to i asked the question (inquired) if it was possible as didn’t want any termination charges etc. If it was possible to come over to EE from BT. I was told there were none at all so inquired about the 1.6Gbps busiest home package. For whatever reasons I was not able to have that package the EE system at the time wouldn’t allow it. So was advised to transfer over on the gigabit all rounder package. Similar to the package I had with BT. Then when my account was live on the 30th October phone back to then upgrade to the 1.6Gbps. I did just that and after waiting 30 mins on hold after going through what’s happened the advisor came back after speaking to someone saying it isn’t possible for me to upgrade as it’s for new customers only. I then argued that I am technically a new customer as I’ve never been with EE for broadband before. So he lodged a complaint on my behalf and said someone will get back to you in a couple of days. So on the same call I added smart WiFi plus and WIFI enhancer as I needed the disc upstairs as my son is moaning about lagging with online playing games. So thought why not add them two packages onto my account. Then hopefully in a couple of days be able to upgrade to the 1.6Gbps package and it still be £70 a month. So now I have to wait for that callback to see if they can indeed upgrade me. Plus I’m having issues with the EE app can’t access WIFI enhancer and can’t setup groups so I can pause the WIFI for my kids at bedtime etc. All in all the whole process has been very frustrating. The transfer went smoothly enough though so that’s something. 

P.S sorry for the long post 😅

[daugava89]

Thanks for clarifying. 

Now I understand. It's strange that they have not noted anywhere that 1.6Gbps is for new clients only. Altho I did not get this issue - strange righ!?

Well I can see one possibility if you are after 1.6Gbps as for now EE is only ones providing it. You should have 14 cool down period and you can change your mind charge free. Close current connection, and then order online as new client. There is possibility that you might be without online some time, but this is only thing in my mind right now. It's still strange tho that 'New Clients Only'. EE is now on training as I understand with all the new system and packages so there might be some mess for some time now, so it's pretty much ussles call EE agents at this point.