Last Wednesday morning (13/05), I received a call from Step Change Outsourcing after obtaining and partially progressing with an FTTP order via Sky and giffgaff. We discussed the reason I’m looking to leave (faults with FTTC - speeds) and explored all options. We struck a manager-approved deal of FTTP @ £25.99/month for 900Mbps – I couldn’t believe my luck! An installation date was booked and planned for today, Thursday 21/05/26, 08:00-13:00. The retentions adviser even suggested I save the number he called from so I can call them back in 24 months when I’m due for renewal. It couldn’t have gone any better.
Concerns grew when no order confirmation email was received. I called 150 for clarification. They couldn’t find any order initially but after digging around, they did find what they said was an order and suggested that I wait 48 hours for an order number. I gave it 60 hours – Nothing!
I called 150 again and spoke to a really helpful guy in retentions. He couldn’t find an order but found the agent who placed the order. He contacted the orders team who confirmed that no history of an order had ever been placed. He couldn’t recreate my order at the price agreed so emailed the original salesman and his manager to call me back. It never happened.
After a bit more of back and forth with 150 yesterday and today with attempts to get this order placed, no one could get anywhere near the deal I agreed to. I was even informed that there is no recording of the original sale. I’ve now had to escalate and put a complaint in.
My question is: Has anyone else experienced anything like this? Will EE honour the originally agreed deal?
