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). 

[Robbie-Mac]

Hi @svsaunders

Welcome aboard the EE Community and thank you for posting!

I'm really sorry for the delay connecting your Full Fibre EE Broadband service.  I appreciate the time you've spent chasing this to try and get everything sorted out.  I'll reach out to you privately in a moment with guidance on how you can come through to us here and we'll get you sorted.  Check your private messages (envelope top right of page) for a message from here and respond with the details I've asked for.  We'll take it from there.

All the best,

Robbie

[johnnyuk]

Yup, I have EXACTLY the same issue .  Been out of service since Friday morning, following the OR "engineer" fitting the new ONT for the 1.6G service and left saying everything is working!

[svsaunders]

No way ! What have EE said to you ? I have escalated my issue to the executive office @ EE and apparently for me , it’s an authentication issue and I have a new router coming out tomorrow but OpenReach are also coming out on Tuesday to have another look ( a 3rd look)  

[johnnyuk]

The OR "engineer" subsequently blamed the EE ethernet cable between the ONT and the Hub!  🤣

Since then, I've had different reasons told to me - "the 1.6G service is not available", "the new ONTs are incompatible with OpenReach", "OR have extended the trial for 1.6G".

The most plausible is the same as you - some sort of account authentication issue.  I connected my laptop direct to the ONT and set up a PPPoE connection.  It errored when trying to connect saying bthomehub@btbroadband.com was invalid.

I'm hoping it's something that can be fixed remotely....I've no idea what else is going to happen next!

[svsaunders]

OMG this is literally the same as me - word for word almost, I had one of the EE techs telling me that it was because the cable between the new hub and the ONT was not red so needed to send out a new red cable ? Have you had a new modem yet ?

[johnnyuk]

I can tell you now it's not the Hub / Modem. 

As mentioned above, the direct laptop connection doesn't work and my own Ubiquiti Router also doesn't connect.

This is after almost three years of flawless 900Mbps service with BT.

[Mustrum]

The colour of the cable is not the important bit, the spec is. It must be Cat5e or better.

If you log into the router and look at the WAN interface speeds it should show 1,000Mbps each way.

If an openreach tech comments on the wrong colour, show them the 1Gbps connection speed.

It also will not cause an authentication issue.

[johnnyuk]

I should have said - I'm a network engineer. 

It's not the Hub and it's not the cable.  

[svsaunders]

Wow ok - so what is your plan ? Surely they cannot sell a service that is not viable ? Surely they can just switch us back to 900MB with the touch of a button right ?

I have ordered a new connection back to talktalk and they are taking over the service as of the 15th Dec however BT can’t just do nothing .

my short term goal is just to get back online .

if it’s not the modem then surely it’s a problem with the next gen ONT’s not being ready for service ?