Failed Switch

[BeckiTS]

We were meant to switch to EE broadband on the 9th, but the Open reach connection never went through. We've been calling every day with the case being referred to to an escalation team multiple times with no resolution. 

Has anyone had any experience with a failed switch like this? I'm a remote worker and we have a toddler, going this long without internet isn't making our lives easy to put it lightly!!

[XRaySpeX]

A few others have. Usually some obstacle in your vicinity.

What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.

[JimM11]

@BeckiTS Why is your other ISP not keeping the broadband going until EE get you switched over, that is the question and what the OTS is supposed to take care off when switching providers, unless you did a cancel by yourself.

[BeckiTS]

That's the thing, we switched from an Openreach connection so we shouldn't have any issues. We've been told multiple conflicting reasons, but apparently the notes claim it's a CBT/headend mismatch that needs remapping however no one seems able to do this. 

[KieranStinson]

Husband here, for clarity we were with Zen on an FTTP connection, we're moving to EE on FTTP connection (1.6Gb), on switch date the engineer came installed the latest ONT (which has solid green Power, PON and LAN lights) and the router, router is flashing orange, on the day the engineer said to wait until the end of the day for it to transfer over, which it never did.

On the phone with EE I get conflicting information, but the latest is as follows "Thanks for your time and patience as i have checked the order The engineer has completed the internal work but cannot complete the job due to the Connectorized Block Terminal allocated being 170 miles away from the property. A new Connectorized Block Terminal would be required to be fitted, but this is not possible as it would be off a different head end. Engineering diagram require.Skilled engineer need to visit with necessary tools/equipment and complete the external work.so i am escalating to the relevant team please check back on HUD 16 /07/2026 However, the SLA has been passed and there is no further update hence one of my teammate already marking a mail/escalating to relevant team to get further update on this order. Please review HUD on 16 /07/2026 for further updates."

Openreach keep prolonging the review and we are stalled, Zen have called to say we haven't been disconnected and as a result are still paying, but that the line now has a fault as a result of the EE installation.

From what I can tell someone has mapped the wrong CBT to our ONT, but EE aren't getting the right team to action and resolve this fault, instead they keep saying they have escalated it but the only time Openreach have looked at the case is when I have been on the phone with EE.

Information requested -

Exchange CHATHAM DOCK is served by Cabinet 5
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Handback
Threshold(Mbps) WBC FTTC Availability WBC SOGEA Availability
High Low High Low
VDSL Range A (Clean) help 80 79 20 19 74 Unavailable Exception
VDSL Range B (Impacted) help 80 78.7 20 19 73.3 Unavailable Exception
G.fast Range A (Clean) help -- -- -- -- -- Unavailable --
G.fast Range B (Impacted) help -- -- -- -- -- Unavailable --
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install Process
WBC FTTP Up to 1000 Up to 220 -- Available 1 Stage
Other Offerings Availability Date
VDSL Multicast Available
Exchange Product Restrictions Status
FTTP Priority Exchange Y
WLR Withdrawal Y
SOADSL Restriction N
Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG premises served by 2.5 Inch plastic duct 56.

ONT exists with active service. No spare ports are available. A new ONT may be ordered.

As a fibre priority exchange, FTTP has priority over other products if available at the address

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

This site is in an FTTP priority area where FTTP is available but exceptionally SOGEA will also show as available to order but only at Non-Standard Premises (NSP) such as Hot site, Uninhabitable and Temporary locations. Migrations of WLR Solus (voice-only lines) is also allowed but only for SOGEA 0.5Mbps bandwidths. SOGEA 40/10 bandwidths order is also allowed.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules.CPs should order FTTP or SOGEA. Copper products are only available by exception.

Thank you for your interest

[BeckiTS]

Our old provider (Zen) actually called us this morning to talk about our connection - they saw we were still paying for their broadband as they had it down as a failed switch, but there's a fault so we no longer have their service (I'm not sure the exact conversation as it was my husband who dealt with it)

[JimM11]

@BeckiTS Were you on fibre before the connection also, i have now switched three times, EE to Sky and Sky to vodafone with no issues on either switch... EE was also Copper to Fibre same day with about 5 minutes off downtime.

[KieranStinson]

Hi Jim,

Openreach have created a fault on the line, the other ISPs broadband is active in the sense that we still have to pay for it, but the switch itself has stalled and we are without internet from both Zen and EE.

[JimM11]

@BeckiTS @KieranStinson Ok, OR have messed up in the Exchange moving you off Zen Equipment to the EE OLT header, only OR can sort that out in the Exchange. Is your ONT currently LOS red solid light, or PON solid Red?

[KieranStinson]

Thanks for the response Jim, it does appear that way, we were meant to have an OR engineer on site today according to one EE support agent, another said it would be a review today, another said no review today but a review by Thursday. Each time I call up EE I get a different response, with each claiming they've escalated it, but no evidence of anything actually have being done. It also took 3 support agents telling me they've ordered me a 4G hub to actually have that order placed, with the third agent saying that the other two never put the order through.

Is there a way I can contact someone from EE that will understand the issue, as in a specific team I can transfer to, and can a resolution in place with OR as priority, or are we just stuck in limbo?

This was the sent to me by the last EE support agent, this is the dialogue he had with OR - "Thanks for your time and patience as i have checked the order The engineer has completed the internal work but cannot complete the job due to the Connectorized Block Terminal allocated being 170 miles away from the property. A new Connectorized Block Terminal would be required to be fitted, but this is not possible as it would be off a different head end. Engineering diagram require.Skilled engineer need to visit with necessary tools/equipment and complete the external work.so i am escalating to the relevant team please check back on HUD 16 /07/2026 However, the SLA has been passed and there is no further update hence one of my teammate already marking a mail/escalating to relevant team to get further update on this order. Please review HUD on 16 /07/2026 for further updates."

I think someone has assigned the ONT the wrong CBT, because it should not be 170 miles away.