Continual Broadband takeover attempts.

[DanielC86]

Since getting broadband with EE/BT openreach, there have been continual takeover attempts. 

I have had EE broadband for 3 weeks. 

Every 2-3 days I get letters, texts and emails telling me there has been a take over attempt on my Internet. 

I have been on the phone to EE customer services nearly everyday for three weeks. 

I am told there is nothing they can do, as they can't see who is making the takeover request. After getting passed around multiple departments, most calls ending with a "sorry, there's nothing we can do". 

The process to deal with this is just seemingly non-existent. 

I am trying to change my service address with EE-Openreach...so I offered the idea that my the takeover attempts are being generated internally. And there's some sort of circular sillyness going on. 

But again ..I was told that they can not confirm or deny that. 

In order to takeover someones broadband you need to provide name, email, phone,card details etc. but apparently nobody in EE has access to this information from the person continually trying to require the services at my address...I have even been told this Information doesn't exist. It's a joke really. 

Any help with this situation will be greatly appreciated. 

Thank you

[DanielC86]

Hello, I am having the same issue. But with continual take over attempts. 

I cancel the takeover request...then 2-3 days later there is another one. 

I am on the phone to EE everyday since getting broadband with them. 

The advisors tell me, they can't see who is making the take over requests ..there is nothing they can do, and by extension, nothing I can do. 

So I have been provided with no solution what so ever. 

Any help with this will be appreciated. Thank you!

[JimM11]

@DanielC86 It's one of those issue's and unless the CS can see what is causing it, you have to play safe and call, there is no guarantee, i have the similar, where message's are multiple, order will be cancelled, 15/11/8/5/3 day's and always call, it's a pain but as i said to the advisor, everytime you send i am going to call you back, they say we don't know why your getting them and i say it's ok but i cannot get to the end after waiting 2 months to find it is stopped...

[JimM11]

@DanielC86 Replied on the other post that you jumped on!

[XRaySpeX]

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@DanielC86 wrote:

In order to takeover someones broadband you need to provide name, email, phone,card details etc. but apparently nobody in EE has access to this information from the person continually trying to require the services at my address.

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Yes, you do, but only to the gaining ISP. All the losing ISP is told is to cease BB & such & such an addy.

It's probably someone, possibly a neighbour or neighbour-to-be, giving the wrong addy in a BB order. You should be given 2 weeks to call EE & refuse the takeover.

[Mustrum]

@DanielC86   which Broadband provider are you currently with?

If I understand your post, you are currently with BT, but moving to EE? If so of course you will get the letters/messages. BT and EE are different Broadband suppliers, despite being part of the BT Group.

[XRaySpeX]

@Mustrum :

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@DanielC86 wrote:

I have had EE broadband for 3 weeks. 

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[DanielC86]

I live in a small apartment block, with three other apartments that share the postcode. The landlord has got involved and none of them are trying to get broadband with EE or any ISP that uses openreach

Thank you

[DanielC86]

I am with EE. 

EE can't change my service address. It needs to be done via Openreach first. EE say it's an openreach data integrity issue...OR change the address and then EE can also do that. 

No address can be changed though because of the continual take over attempts. 

As the other user has stated in this thread...EE doesn't seem to have a process for dealing with nuisance/false takeover attempts. 

In practice...if you wanted to irritate your neighbor who is using EE broadband. You could make them telephone EE every 10 days for the duration of their contract. 

 I got texts this morning saying; someone is taking over your broadband...because you haven't done the minimum term, you owe £250. It's such a bad service. 

At this point it seems reasonable to pay the £250. Chalk the almost £400 down to a loss...and go with a different provider 

[DanielC86]

Out of interest...did you try to change your address with EE? 

Thanks