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]

Thank you. 

There are four apartments. And only myself using EE. 

A message from my landlord;

"Okay. That’s interesting. No one else seems to be trying to use EE. X upstairs is Vodafone. X in 114A is Virgin and X in 114B is using a router although she didn’t say what kind; she moved in before you and has never had an issue. So these ‘requests to take over’ in that context sound strange. EE and Vodafone don’t share any infrastructure. Do you think X trying to get internet, even if it’s with a different provider, could be the problem? Might be worth asking EE to explain what these “takeover attempts” really mean in practice."

I have just realized...EE and Vodaphone do both use openreach right? 

If the woman upstairs is trying to get Vodaphone at her address...would it effect my EE broadband? (My address on EE and Openreach is the whole building)

[Mustrum · Accepted solution]

@DanielC86   I believe Vodafone can use Openreach or City Fibre - just to complicate things. But yes, if they are using the building post code there is a very good chance their attempts at getting service has resulted in the take over messages. Do yjey not have their own post code address ?

It sounds like your Landlord is not helping, and needs to understand the mess they have made. Were it me a .couple of possible ways forward.

1. Stop Vodafone lady ordering until your address has been resolved.

2. Ensure other residents with service have their addresses corrected if wrong.

3, Use a Guest Network to help Vodafone lady have service until they are able to order their own service.

4. Ensure the BTw DSL checker shows individual apartments before ordering any new services.

HTH

[DanielC86]

In whole honesty I think it's my fault. Although I was told by an EE agent I would be able to quickly and easily change my address once I purchased broadband with them. 

So at their suggestion I set up the broadband with the only address and postcode available at the time. Which is the old address for the whole building; 112-114. 

Now the apartments have their own addresses and new postcodes. Which are on post office and Openreach systems. 

But yeah, it seems like it may be the attempts to get Vodaphone at the same address...they are using their own unique address. But ultimately on the open reach system their is a single connection for the whole building (mine 112-114)

I really don't know...but neither do the EE staff ..and that's the issue. It's genuinely surprising that there aren't managers with deeper knowledge of existence systems and processes within EE and Openreach. 

You'd think someone working at EE would be able to coordinate with someone at openreach and see where the takeover attempts are coming from 

[Mustrum]

@DanielC86  like I said earlier, the whole Slamming rules are for your and everyones protection.

You have said a couple of times now about the Openreach system, but the definitive system is the BTw one I linked earlier, and you have not yet said if your individual addresses are listed on that. EE, Vodafone and Openreach all use that, if it is only the main address listed your issue will continue.

[DanielC86]

Hi apologies, 

All of our individual addresses are listed on the BTw system.

[Mustrum]

@DanielC86  then hopefully you now have sufficient information to get together with the Landlord and other residents, explain what is going on, filling in the last bit of info with the other resident and put into action the plan in my previous post.

[DanielC86]

Yeah, I think you've identified the root problem. Thanks very much..that was really helpful 🙏🏻