EE mistake they refuse to rectify

[Profile closed]

I apologise in advance for a long post...

We have 2 lines at our home. One of the lines we recently (4th Aug) switched to talk talk, the other is with sky and we wanted to  switch the SKY one to EE.

I spoke to EE well before the switch and gave them the telephone number I wanted switching to them so there was no mistake. Today the switch should have happened.

Apparently instead of switching the SKY line to EE they have (or openreach) have created a new profile at the exchange meaning we now have 3 lines to the property. The also connected the TALK TALK line to this new profile therefore this line is connected to EE where it should have been the sky line.

Neither sky nor talk talk are aware that EE was taking over either line hence the creation of effectively a new line without an actual connection to our property. All the engineer did it seems, was to disconnect the talk talk line and connect it to this new profile.

I was so appalled at the incompetence of EE that I said I wanted to cancel the migration so can you please put it back as it was. They refused as they said there would be no account to action the work against even though it's their fault. Talk talk are refusing to do it as (obviously) it's not their fault.

Incidentally the talk talk line is a welfare line as the person using it is a very vulnerable elderly man with Alzheimer's and has medical equipment that relies on the phone.

I am now left in limbo as I have no talk talk line, no EE line yet 3 lines are reported to be connected to our property.
EE's reply was talk talk will have to take over the line, talk talk's response was get EE to put the wires back.

Can someone please help.

[Profile closed]

Something totally unrelated to the phone line but sadly relevant to the situation...

We have a camera setup in the annexe where the elderly gentleman lives to try and keep an eye on him and I have just watched him check his front door 3 times to see if it's locked, checked the key is behind the picture 3 times where he keeps it and all this with his pyjamas and incontinence pads round his knees shuffling along with his zimmer frame. I'm practically in tears as I write this. Alzheimer's is a cruel disease. Imagine if he had to handle the problems that EE has chucked at us.

Just saying.  

[Leanne_T]

I am very sorry to hear this has happened @Profile closed 

If you can get back in touch with our Broadband Care team or complete the complaint form, the team will certainly try and get this sorted for you. 

Please keep us updated. 

Leanne. 

[Profile closed]

@Leanne_T 

Just had a call from Danny in response to my ISPA complaint and he has re-iterated that there is nothing they can do regardless of the fact that they caused all this.

Also spoke to TT and they are refusing to do anything as it was EE's fault.

I am now at a dead end. What else can I do?

[Profile closed]

I have today emailed Marc Allera with the issues. Don't expect a reply to be honest but we'll see.

[Leanne_T]

Hi @Profile closed 

Did Danny advise what was needed to help you get this resolved or offer any further support? 

Is the the TalkTalk account now cancelled or still active?

Leanne.

[Profile closed]

@Leanne_T 

Danny advised me to contact TT to get them to book an engineer to swap the cables back other than that there is nothing they can do. Obviously TT are telling me that EE need to fix the problem.

The TT account is still active, the phone rings out when you call it but obviously there are no cables going to it so no one can answer.

I'm getting no where and now have 3 phone bills to pay.

It's a ridiculous situation that no one will take ownership of. 

[Mustrum]

@Profile closed   is Danny giving any reason why EE can't arrange an Openreach engineer to re-connect your line to the TT equipment?

I would have though this is the least they should be doing.

Hope you get a reply from Marc's team soon.

[XRaySpeX]

How can the TT phone ring out if it not connected to anywhere? You are making suppositions about wiring & cables that are not borne out by the facts.

You are in this predicament cuz you cancelled the line with EE so they are no longer responsible for it.

[Profile closed]

They are saying that an openreach engineer wouldn't do anything even if they booked them.

Tried to contact openreach through a webform and chat earlier. If you think EE is bad, try to contact them. I basically lied my way through the webform just to lodge an enquiry. Don't think that will get me anywhere though, they don't deal with us mere mortals.

I really don't know how this is going to be fixed.

[XRaySpeX]

OR don't deal with the public. They are there for the ISPs.