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). 

[svsaunders]

Finally up and running, turns out the process the original engineer followed to install the new ONT was not properly following , spoke to their exec office and Director of UK Home (yes, I really did kick off to that level) and they were great .

Their Director of home was messaging to see how I was getting and pulled down serous strings .

extremely grateful to be fair and yes , happy, it’s fast that’s for sur a

[James_B · Accepted solution]

I'm happy to hear it's now up and running, @svsaunders 🙂

Thanks for letting us know.

James

[Worzel-Senior]

Dear Friend, I am in exactly the same position as you were at the start. Identical move from exactly the same TT 900mb. I have spent now 12 days in the wilderness and 5 engineers visits, the phone calls to the next gen team now total over 30 hours. I have been promised time after time a senior manager will  call me but never has. Exec Level complaints just placed a 4th free month on my account and closed my complaint down. I have gone from a DOA ( dead on arrival) service to DCOE rebuilding my profile 7 times without any success. They have replaced the ONT also with a fully working 2.5gb one. Then it was decided that I was to get a new router. This arrived 56 hours ago. It connected and I got a turquoise light for the first time ever but with a speed of between 10mbs and a once 500 very briefly. I am now told that with Christmas here there’s no chance of it being sorted till the new year. The calls to the Belfast Next Generation Team are gradually deteriorating into staff becoming arrogant and argumentative. What can I do? I never like mentioning in public but I am a Veteran who lost his leg whilst on active service and am stuck in a wheelchair, so the internet is everything to me, even to switch the TV on because I can’t reach the plug sockets they have been put on WIFI plugs and voice activated so for me the last 12 days have been hell. I now have a Christmas and New Year in the same position. I am not looking for pity at all, so please feel none if you read this, all I need (not want) is a correctly working connection ASAP?

 

[Bluenose_Dave]

I had massive problem with my switch over 6 weeks with no connection, Craig in next gen department, has been a huge help with my issues, like the original poster, with many saying they would call back but did not, but Craig has every time he said he would, he said mine was one of the longest issues he every seen, i only went live yesterday on the 1.6gb service 

my issues was openreach fault, im not sure if yours is EE or openreach, and the EE smart hub is an issues with a lot of people, partly as it only has 1GB LAN ports, i read on these forum that a fair few people have bought a 3rd party router to get the full speeds via lan to their devices

[timprocter]

---

@Bluenose_Dave wrote: 

read on these forum that a fair few people have bought a 3rd party router to get the full speeds via lan to their devices

---

I will subscribe to that, Failed to get anywhere near 1Gb with the supplied EE Smart Hub until I purchased a router that CAN deal with this new package.

Everything has been rosy since with zero glitches.😎

[ChrisP99]

2 months later and as a new customer for this package I am having the exact same issue everyone else is happening, word for word.

ONT needs replaced. Replace ONT. ONT does not authenticate with PON. Openreach engineer leaves (and in my case they said they would come back and just didn't) Stuck in the dark with EE being useless.

The people in Belfast are surprisingly unhelpful and just rebook another appointment with zero investigation into the matter (And as someone from NI who lives in England, that is very sad to see).

All I want is for this to be activated. I'm at the end of my tether and need contacts who can help me. Already tried the executive office and they are just as unhelpful. Currently hotspotted to my phone, manager from work angry that I have been out for 2 days, and have a whole load of time to work back. 

[Worzel-Senior]

Here is a good email address elc@bt.com

Executive Level Complaints at the parent company.

Just out of interest have you had a CUBE engineer out to you yet, if not
demand that NI send one to you ASAP!! KR’s K.

[Worzel-Senior]

But really BT/EE should provide a similar one to that we are paying a huge sum each month!! 

[Worzel-Senior]

I’m of the opinion that BT/EE should be supplying kit that works with the service, we are paying a huge amount for the service, they should be supplying routers that can handle the speed!, at the moment, it’s like buying a new car and the manufacturer, not putting a working engine under the bonnet! Totally useless!

[ChrisP99]

I have not, but if they are helpful and can come out quicker than an OR engineer then I will certainly ask, thank you