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]

About EE wifi - I don't know specifics as I don't have it in my hands yet. But as for wired connections I will use *In my case* Asus TUF Gaming AX6000 as it have 2.5Gbps Wan and 2.5Gbps LAN (not so costly as its closest relatives), it gives me option to wire priority client with full traffic in this case those will be 1.6Gbps or use this LAN port to tie 2.5Gbps switch to it so all wired clients could utilize full traffic. As even EE Plus Hub specifics got 2.5Gbps WAN port only and rest of the ports are Gigabit, so full traffic in theory can be used only via wifi . Wired only 1gbps . For most clients I guess its not an problem , but for me - very important . 

[kevinm77]

In the same boat. Switched from BT FF900 to EE 1.6 yesterday got the order confirmation and engineer booking sms's but webiste and app says no orders.

Out of curiousity, how long after ordering did you get a 'kit dispatched' message?

[daugava89]

Still waiting mine , but as I understand they are dispatching 2-3 days before install date . So probably we will get sms arround that time. 

[miggle]

I've had the dispatch notification on the equipment, it's coming tomorrow. Although the only thing I'll be using is the ONT, with the rest of my existing equipment. I'll keep the EE kit as a spare backup in case any of my existing kit fails. (I've got an internal 10Gb network.. don't ask!) - The ONT's 2.5Gb socket will go straight into my hardware, and my previous Fibre broadband provider will be resigned to a failover WAN socket.

[kevinm77]

The fact the system flagged I needed an engineer visit when I already have BT FF900 means that the system must support upgrading to 1.6Gbps - as the only need for an Openreach engineer would be an ONT upgrade.

[daugava89]

Trough SFP ? I understand that openreach ONT`s received signal tied to Serial/Mac/ , cloning details ? Have you tried this already ?

[kevinm77]

Same here actaully. Coming from BT FF- do you have any idea what the PPPoE username and password is for EE when using own kit?

[daugava89]

Same as BT

[miggle]

I don't have an existing ONT from BT, that's coming as part of the fresh installation. My old fibre connection from an altnet has a combined ont/router in bridge mode that I'm using currently.

[daugava89]

That's the thing. Openreach ONT`s are very limited and working only with paired Serial/Mac, meaning that you cannot swap ONT or use own modems unless you clone Serial/Mac , altho not really sure if Openreach is happy about this. So only way is RJ45 from ONT to equipment .You cant access ONT as well. Maybe Telnet but not 100% sure.