Cancelling broadband

[Neallye10]

Good morning EE

can you please sort some issues out your end?

1. Joined broadband and landline on the 30 sept and had no landline or broadband 

at present have reported fault 3 times and still no luck you blame open reach

i called and cancelled service as EE broke contract and you advised to use one switch again with new provider 

new provider Talk Talk states that EE rejected cancellation 

firstly I have paid for movie channel,Netflix and now tv that I cannot watch as have no internet 

when are you going to fix problems and refund all mobile charges to 0345 numbers to sort out service

why is EE so bad and your agents state it’s an area problem when my neighbour is on EE and his works

why do agents lie to customers why not tell the truth even if it hurts as at least I would understand where things went wrong 

pls help as considering suicidal thoughts as the stress caused has nearly led to me losing employment and everything l worked for

[JimM11]

@Neallye10 This public Forum has no account information or even knows who/what is going on and sorry to here of your poor experience. You have to call EE CS to get this all sorted, they are the only ones who can lift the block and allow your new ISP to get you transferred to there system, good luck with it all...

[Peter_W]

Good morning @Neallye10, welcome back to the EE Community. 

I'm really concerned about the details you've mentioned about your recent experience, and I want to ensure we get you the best support possible.

I've sent you over a private message now so we can grab a few more details.

Peter

[Neallye10]

Got thru eventually to a good helpful agent who took the trouble to call open reach to be told they thought the fault was fixed

Open reach exchange problem that hopefully will be fixed Monday

The house heating is controlled by wi go so boiler on and off like the service!!

Cannot test the landline till broadband connection repaired

Wish me luck for Monday

Ps called yet again to EE who advised that the account has not been cancelled!!

The plot thickens
Sent from my iPhone

[Peter_W · Accepted solution]

Thanks for the update here @Neallye10.

I'm glad to hear you've got an update for things hopefully being resolved at the Openreach side non Monday, but please keep us posted on how you get on. 

If yo continue to struggle and did need things escalating further from there, please feel free to check out the details I've sent in my PM.

Peter

[Neallye10]

Hi all

Firstly thank you all for your kind thoughts feeling a lot better today

Open Reach Engineer took the trouble to back test from our House and found the cable in the street terminal box was lying cut on the floor!

Thank you to the agent on Friday who book call out

[Debbie_G]

Morning @Neallye10.

I'm happy to hear an Openreach engineer has found the cause of the issue, thank you for getting back in touch and letting us know.

Debbie 🙂

[Mcglynn100]

Can i cancel broadband and keep tv package 

[XRaySpeX]

@Mcglynn100 : No, EE TV is an add-on to the BB plan.

[Arevaderci]

Keep your chin up bro and don’t worry about it you will be fine and refunded soon enough.. I had the EXACT same problem a while back but it all worked  out eventually… lol eventually… sounds crap but stay strong.. 

lv Big Al