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]

Since Friday morning.

I'm emailing Marc Allera and Rich Owen, CEO & MD respectively right now.

[svsaunders]

I emailed Matthew Hughes (director of home broadband) and his office are **bleep** hot with their responses.

They have arranged a new open reach engineer to come out tomorrow and apparently, they are going to get me back online tomorrow.

[johnnyuk]

I hope it works for you, I genuinely do!

What's his email address?

I may as well add him in too?

[johnnyuk]

No replies from anyone right now....

[johnnyuk]

OK, I now believe my account got stuck in Purgatory during the transfer from BT to EE, and that's the reason I have no service.

I finally spoke to someone who was knowledgeable and immediately spotted an account issue.....so fingers crossed it will be resolved in the coming days by "The Offline Team"....

[svsaunders]

Turns out my issue was caused by a failed migration ( for an unknown reason ) and as I have ordered a new provider ( 3 day after the failed activation date of EE & because no one could give me a timescale ) this has caused a further issue even though it is not switching for another week, that 2nd migration has caused an issue that simply cannot be fixed by EE / BT of OpenReach.

if I cancel the TalkTalk migration there is no guarantee that EE will be able to connect me still within a reasonable time scale and the only way for me to have working internet is to allow the service to switch back to TalkTalk on the 15th Dec and put the whole thing down to a bad experience 

the identification of the actual fault that caused the failed migration on my switch date was never identified, or investigated ( OpenReach confirmed this yesterday ) and still in unknown to anyone .

i am going to call **bleep** but I need internet so I have to just accept EE and myself are destined to not work together .

[Stooie]

I'm glad I found this post and know I'm not the only one! the 3rd engineer is here now, 4th visit and day 1 0 without a connection.
However it does appear to be a migration thing coming from BT. The engineer mentioned an issue with the 'tags' from the previous CP. He's been on the phone to 2nd line support, so I hope they find a resolution.

[johnnyuk]

I'm finally up & running. 

As I suspected, it was NOT a technical issue, but one of Account Migration and authentication of the ONT within Openreach's network!

[svsaunders]

What was the official reason and more importantly, how was it solved ?

[johnnyuk]

Basically, in the move from BT to EE, my account was "terminated".

Openreach had to mark the job as "not completed", then "completed" against the re-instated account, and that was enough to make the ONT authenticate correctly.

Are you up & running?