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Broadband sign-up issues

NewSW18
Visitor

Checking whether anyone knows how to solve this issue:

I am a mobile EE user and signed up to broadband at my new address, taking advantage of EE One pricing. 

Having completed the order with the sales team, I received a text stating: "Regarding your recent full fibre broadband offer order. We need to confirm some information about your address before the order can be processed."

I rang the sales team who had no record on my file of why this happened. They claimed it may have been an initial admin error so I went through the order process again. 5 minutes after finishing the call with the new order and arranging a new installation date, I received the same text again.

I rang up a third time and the sales assistant said it may have been triggered by system confusion with an old account which she changed, and I went through the order a third time, only for the same message to be received again......  

Anyone experienced this / solved this before?

Thanks

2 REPLIES 2
Chris_B
EE Community Star
EE Community Star

@NewSW18   Best advice ignore it.  You’ve done as requested twice.   Sounds like a glitch in the system. 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
Christopher_G
EE Community Support Team

Hi @NewSW18 

Welcome community.

I'm sorry to hear that you've been receiving these confusing messages. When you rang up, did they have a record of the order and confirm that it's going through OK?

Chris