EE mistake they refuse to rectify

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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.

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@XRaySpeX 

I was fully aware of that but desperate times call for desperate measures. There isn't an avenue I can go down now.

Thanks for your reply though.

[Mustrum]

@Profile closed   I understand exactly what you said earlier - "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."  TT use their own exchange equipment, so Openreach will have moved the exchange side of your line on to the BTW/Openreach exchange equipment hence your TT number rings out but goes nowhere.

Still not sure why EE can't sort this out. They have essentially taken over the wrong line, and left you without a working service on that line.

However a fault report to TT should also instigate the line being returned. 

Depending on what EE have done, it may take a while for Openreach records to update what has happened to the physical line, and for that line to be restored.

It is regretful that none of the EE technical team are able to respond on here, unlike other ISP's - if they are to be taken seriously it is an issue that needs addressing if their ambition to be the BT Group leaders of residential services is to be achieved. 

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@Mustrum 

Yes it is a shame that the tech team don't post on here but I'm guessing if they did they would not touch this one with a bargepole.

There has been a fault raised with TT that is still live. I tried to explain to them what was going on but found it extremely difficult to get them to understand all I got was get EE to sort it out so I asked that they check the broadband circuit and obviously it couldn't connect to their router so a fault has been raised. I suspect it will be a week or two before they get around to trying to sort it regardless of the fact it's a welfare line because at the end of the day nobody at EE or TT really care much.

Pessimistic maybe, realistic is near the truth. I'll stop now before I go into moaning mode.  Or have I already?

[XRaySpeX]

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@Mustrum wrote:

Openreach will have moved the exchange side of your line on to the BTW/Openreach exchange equipment hence your TT number rings out but goes nowhere.

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How so "nowhere"? You just said it was on the OR exchange kit, which in the case of the landline is the PTSN which will make the call.

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@XRaySpeX 

When the TT number is called you get the ringing tone but of course no one can answer as the wires go nowhere.

Personally I don't know what kit is in the exchange and frankly I don't care just want a phone line that I'm paying for. I don't think that's too much to ask.

On reflection I know that Sky use a different modulation on their BB product, probably why they nicked the TT line.

[Mustrum]

@XRaySpeX  I also said TT use their own equipment - so PSTN is a network of equipment, designed to ring a phone at the end of it. The TT number cannot be delivered to the OP's phone because EE asked the line to be connected to BTW equipment. So if the number on TT was 123 it has nowhere to go, because the physical line is now connected to BTW 321 or whatever it might be.

@Profile closed  not quite right on the modulation bit, but close enough - the facts are EE did not deliver what you ordered.

.

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@Mustrum 

OK, network type, according to the router but you got my drift.

[XRaySpeX]

If the wires went nowhere you wouldn't get any ringing tone. It's the exchange landline kit that makes the ringing tone. Just unplug a working phone from the socket & you get no dialling tone, let alone any ringing tone, cuz "wires go nowhere" which true for this situation but not for your false supposition.

@Mustrum : I don't gat your last argument. Yes, the OP's line is now BTW 321 & it can ring out as BTW 321. Nothing is now asking for it to be TT 123. That does not prevent it ringing out (& it is ringing!) & connecting to another valid landline.

I'm sorry but I think you are both misunderstanding the status of the landline & I intend to not take it any further. The issue here is that EE are refusing to put right their wrong!

[Mustrum]

@XRaySpeX  now is not the time to educate you in the workings of exchanges and how telephony networks do their thing. But you are wrong and are not helping the OP get their line back.

For once, take a leap of faith and just suppose I am right, maybe that Telecoms apprenticeship the Army provided and the other 45 years in the industry did mean something.

Please focus on helping the OP get their service back. 

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@XRaySpeX 

I am meaning the wires that go to my house are not connected to the TT equipment. If you ring the TT number from another phone it rings out.

But as you say, the topic is EE have stuffed up. Technicalities on equipment spec  doesn't help much.