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). 

[Mustrum]

@ChrisP99  A CUBE/QUBE person will be of no use to you until you get the ONT working - they are like PC/IT people to help with your internal laptop connection.

[Brugie58]

I know this thread is 3 months old, but the problems still exist

I had a working SKY 1Gb connection, so decided to upgrade to the EE 1.6Gb service

On the 16th of April Openreach came to swop the ONT to the new 2.5Gb one, but up until this day no new service

There appear to re-provisioning problems between the  old generation FTTP and the new 2nd generation 

Probably all the switchover procedures have not been fully ironed out yet 

Multiple calls to EE have not done any good, all I was getting was new re-visit Openreach dates, I think EE needed to lean on Openreach harder

Though to EE's credit the did send me a mini hub to get some WIFI and there is obviously some compensation for each day out of service

Anyway, a few days ago I emailed Clive Selly, the CEO of Openreach and their on the case now, with hopefully a working service by next Tuesday

[Bluenose_Dave]

Having been where you are as I lost service for 7 weeks. The Openreach executive compliance team should have contacted you and the will have it up as fast as possible. For me I got half speed on them coming out and full speed the following day. If you speak to EE make sure you are transferred to the  next gen 1gb plus I’m Belfast as they only ones at EE who have access to you account. If valentine is deal with you from Openreach exe complaints team he was very very good. But who ever it is you should get daily updates on the evening