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.

[XRaySpeX]

I get that msg too & the user I'm logged in as does not even have BB with EE. So that page is bugged.

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form at the foot of the page.

[XRaySpeX]

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@Profile closed wrote:

but created a new one and taken the wires out of the TT profile and stuck them in theirs.

What exactly do you mean by that? They would have taken the BB line off the TT's BB kit & onto BT's.

I asked before does the new line have a phone no.? Does the TT landline phone work? Do you get a dial tone? Does it announce your TT no. when you dial 1470 17070?

[Profile closed]

Going to ring them tomorrow again and every day after until it's resolved and hopefully bypass the operator and speak directly to a manager or team leader.

I find it difficult to put into words how frustrated and angry I am at the incompetence of this company right now. I've been at this 13 hours solid today at the expense  of any work I should be doing.

Oh well, tomorrow is another day.

[Profile closed]

However it's done at the exchange they have created a new profile instead of seizing the line from Sky. The TT line has disappeared and been replaced by the EE line. To my understanding they needed a wire for the new profile (I assume that means they have created a new line/BB card at the exchange) and took a punt at which wires to pick, plumped for the TT line and stuck them in without first checking it was a live circuit. I suspect it was an openreach contractor.

According to the tech guy I was speaking to at EE there are 3 profiles for this property with only 2 physical connections. How can that be?

It's a right **bleep** up and nobody will take responsibility for the error.

[Profile closed]

It's as if they have put in a new line without the wires and just nicked them from the TT line.

17070 reports the EE line.

[XRaySpeX]

You mean it reports an entirely new no?

It must still be connected to EE.

[Profile closed]

Yes and yes.

If they just swapped the wires over, it would, wouldn't it?

I think I got the "Not my job" engineer today.

Seriously, you couldn't make this up.

[Mustrum]

@Profile closed  TT use different equipment at the exchange, so yes that makes sense. 

Rather than another 13 hours on the phone, time to work smarter Google CEO Email will help you find Marc's email address, or go higher and try philip jansen.

All ISP's have a requirement to help and protect and also prioritise vulnerable customers, it is an OFCOM requirement, so if not already done, make sure they are registered as such on EE and TT. 

[Profile closed]

It is registered on TT, shouldn't have needed to be on EE as it was never destined for that  but they are perfectly aware of what they have done and what the phone line is required for. Sorry to be a pessimist and I know you are trying to help me but the more I get into this the more I think they don't give a damn, vulnerable customer or not. They just want your money.

Sad way of thinking I know but at the end of the day that's all that matters to them.. 

[Mustrum]

@Profile closed   the vulnerable register is important as it should be kicking in additional support from EE, and TT.

I can fully understand your frustration, but urge you to remain calm and focussed - but do get some sleep - have a fresh start in the morning. 

If you have not yet done so keep a diary/journal with dates and times and consider using all the options open to you - don't spend another 13 hours doing what you did today - hoping this helps in some small way.