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? 

[miggle]

Thanks @daugava89  for the heads up - have made a note on that.

[miggle]

Just a quick update, My kit has now arrived... a day early.

[daugava89]

Forgot to ask @miggle what you will use as router for wired connections? As Openreach ONT needs to be connected to router to handshake PPPoE. As mentioned those EE plus Hubs got 2,5Gbps WAN but LANs are just 1Gbps. That's why I got myself router with 2.5Gbps Lan and WAN so I can split full traffic. 

[miggle]

Sure @daugava89  I've got a GT-AXE16000 downstairs as my main router. One of the The 10Gb ports run from that into a 10Gb switch in my office.

In the office all my kit runs from the 10Gb switch.  I've got an old GT-AX11000 (it has a 2.5gb ethernet port for wired backhaul) then I've got an RT-AX92U as an Aimesh node in another part of the house to complete my coverage.

A picture speaks a thousand words.. so here's one below 🙂 Once I get my install on Thursday I'll relegate my old connection to the backup link.

[daugava89]

I guess picture needs to be approved yet(can't see it yet) , but from description sounds very very solid setup. I guess these packs will go mostly for enthusiastic users. 

I your setup wouldn't it be better to use something like Microtik or Dream Machine?

But you get there invested some solid £ already. I wish Openreach network providers would boost upload to some higher levels but it is what it is. For me there is still no independent alts arround, so got to live with that for now 🙂 

[miggle]

Actually, I thought long and hard about going the dream machine route. Although that would have meant more cables, and Mrs hates cables 😂. Sadly my ancient house had ridiculously solid walls, and I'd have had to get man in to run cables for me. So I went with a slightly lazy option. 

[kevinm77]

Just wondered if the engineer turned up and you got it installed ok?

Have my appointment booked for Friday but still haven’t heard anything since the day I ordered (the engineer booking confirmation sms) and I still can’t track anything online or see anything via my account !

[daugava89]

Hey @kevinm77!

Mine was confirmed on this Thursday, agent said I will get sms 1 day before installation day.

Got my kit(s)  trackings sent 2 parcel trackings within day between were dispatched. So I can track those.

EE web doesn't give ANY information, also if you try to track your order it doesn't give anything. 

For now I can only stick with sms I received. I will definetly post update once I'll get kit(s) and after engineer visit. 

[kevinm77]

Thanks for the update!!

Good luck and keep us posted : - )

[miggle]

@kevinm77 Mine was installed last Thursday. I did a summary of it here -> https://community.ee.co.uk/t5/Broadband-Landline/EE-Busiest-home-1-6Gb-service-fresh-install-and-wor... 

So far so good. Loving the speed, and no issues so far.