Failed Migration to New EE 1.GB, no help, no connection for 5 days..AVOID

[svsaunders]

I write this post in the hope that someone who can make thing happened at BT / EE might get in touch with me as so far, the 9 people I have spoken to in the New EE dedicated team appear to be all be totally useless and just ignorant . 

Whats my issue ? 

 I switched from TalkTalk 900MB Fibre to New EE 1.6GB on Tuesday 28th November, had a new next generation ONT installed on the morning and a promise that my service would be up and running shorty however that has still not happened. 

5 days in, no internet, no "unbreakable service" and no clue as to when it will be fixed, if its will be fixed or what the actual problem is. ( feels like there is a lot of guesswork going on)  

Apparently, this has NEVER happened before however Openreach believe there is a mismatched serial number at the Exchange and my issues has been escalated to a team called "the complicated case team" who are looking into this yet dont work weekends, have no way of a person speaking to them, dont work to SLA's and can offer no guarantees of when or even "If" my service will return. 

9 phone called to the dedicated New EE team and not one of them advisors has returned my call after promising to go though my issues with a fine tooth comb, guide me on a journey and take me though to completion (there are all phrases that has been used) . 

So as I write this, tethered to my mobile I am wondering if anyone has this issue or knows of a person at BT / EE who I can speak to that will listen, care, make things happened and try to resolve rather than tell me that they need to raise a ticket but cannot speak to the departments needed as they are not customer facing (internal or external customer) . 

Surely this isn't right ? 

Anyone have any ideas of offer any help? 

Since install, Openreach have come out to the hour a 2nd time , check the ONT, checking the line, checked the light levels and say that everything is working at there end so the problem lies in EE's systems. 

EE say the problem lies with Openreach... 

Meanwhile the customer is left to just put up with rubbish service and a feel that that EE/ BT really dont care or worse (have a clue what to do). 

[johnnyuk]

The new ONTs have been around for a while - mine is dated 2022.

My plan is to keep badgering EE until it works.

I believe it's an issue between OR & EE in terms of account / authentication.

[svsaunders]

Well I am a week in and  no concrete date or promise of when I will be back on line - my worry is the new ONTs may cause a problem migrating back to TalkTalk ?

if the service is the problem, can’t I be moved to the 900MB service to at least give me internet connection?

[johnnyuk]

All good questions!

[johnnyuk]

This works for some people:

EE 1.6 Gbps tier | ISPreview UK Forum

[svsaunders]

Did I read this right? It talks about swapping the cable?

[svsaunders]

Some people are a month in with no service.  How is that right and that leads me to believe this issue is far more serious that they are letting on - the annoying thing is that it initially sounded like it was only me having this issue however judging by the number of threads, there is no way EE & Openreach are not aware of it, must know what the problem is now also must know hope to fit it as they would not be allowed to see the service still

[johnnyuk]

No, he originally thought it was that - turned out to be a fault in the exchange

[johnnyuk]

But it's working fine for some - there are others on here with a working 1.6G service 

[johnnyuk]

@Neil-O 

Hi Neil

This seems to be a major issue affecting more than one customer - can we PLEASE get an update?

I'm sure, like others, I work from home and cannot afford (literally) to have no internet?

I'm already cancelling video conference calls this morning.

Thanks

John

[svsaunders]

how long have you been out ?

The annoying things is the complete denial .... its clear there is a problem and EE / BT know but when you speak to them it feels like you are a one off and the only person who has this issue.

The New EE team is extremely small (20 heads) so there is an  high chance that the person you speak to has had a similar issue and there is a process to follow.

The process cannot be - lets just leave all of these customers without service for several days (its a week for me tomorrow) .