Broadband

[Loadsa2000]

Hi 

Back at the start of February of i was advised to switch both my phone and broadband from BT to EE.

Bit of a pain as had to change passwords on numerous devices etc.

Anyway have had trouble free issues (though the speeds were not what i expected)

Logged on this morning to no broadband. Spent over an hour a half on the phone to be told that a mistake had happened at EE end and my order has been cancelled.

The guy i spoke to was really helpful. The question  i now have is have had to set up a new order for both the broadband and phone. Which  means i have to have a new sim card for the phone, which then has to be switched again to my original number despite having a perfectly operating EE sim card in my phone with the correct number.

Onto my broadband, was told that i would need a new hub before i can be switched back on again, despite having a new one a couple of weeks ago, but i cant do that until i have had a replacement sim and have to contact to let them know when that  arrives.

Also by Norton was cancelled ( but have been told that it would be reinstated but couldn't tell me when)

I have had pain free service from BT for as long as they have been doing the internet, wish i had stayed with them to be honest

Might i add i am disabled and literally housebound so i am constantly on the internet and also i am lucky to work from home. So not good

Steve

[Loadsa2000]

also just found out my ring doorbell and security camera are not working either

[Schockwave]

@Loadsa2000 , sorry for the trouble you are having, but as soon as your broadband is restored, then the ring doorbell and camera will work again.

Has customer service told you when it will all be switched on again? Is your mobile working, have you tried rebooting it again?

Same goes for the router, to see if it is all working again? Not sure why you would need a new router or SIM card for that matter.

[Loadsa2000]

My phone is working but not my broadband. Have both reset it and turned the power off and on but still nothing

At the moment using my phone as a hotspot but dont know how long that will last. They did tell me that the cotract will start now March 10th

[Schockwave]

@Loadsa2000 , that is why the broadband is probably not up and running then, but at least the phone is working, so no need for a new SIM card and you will be able to carry on with that.

[XRaySpeX]

What phone you talking about? A mobile phone or a landline?

If it is a mobile phone & it is working there is no reason to set up a new order for it nor for it to need a new SIM. A mobile phone is entirely separate from your BB.

[Loadsa2000]

I can only repeat what i have been told.

What do i do about the internet until March the 10th

[Loadsa2000]

 its my mobile

[Alex_H]

Hi @Loadsa2000,

Welcome to the EE Community

I am sorry to hear there has been a delay with your broadband going live. If you have limited data on your EE mobile and are worried about running out due to the delay in your broadband activation, I would suggest raising this with our team on 150 and they will see what they can do to help whilst you wait for your live date.

They should also be able to provide more clarification in regards to the new SIM that is being sent as well, as if your number is already on EE and working  a new one would not usually be needed. 

Alex