Failed move from Plusnet to EE

[dparr1959]

I Placed a migration order from Plusnet to EE by phone order for broadband and home phone in June 2026

Equipment was sent out Just before the switch over 13th June for broadband and 19th June for home phone.

Switch over date arrived still with Plusnet rang Plusnet / EE  was told the  order is stuck with Openreach rang again 2 days later got the same answer for over a week..

Made a complaint to hurry things along was told they would get back to me in 3 days.

No one could help so made another complaint was  told will get back to you in 10 working days.

This delay took nearly a month and still no wiser.

Decided to make a formal Complaint and asked for compensation for 27 days stuck in limbo and to cancel my move to EE.

The Complaint was agreed and was told the compensation would be paid by 19th August.

26th August I ring to see why I have no received the compensation agreed.

Was told I am not entitled because the order never got to Openreach . Looks like any excuse not to pay up and the person that told me that has no understanding of ofcom rules whatsoever.

28th August 

I have now asked for compensation as agreed or a dead lock letter .

Lucky I was on a one switch move so did not lose service.

Have now moved to Vodafone with out any problems.

[JimM11]

@dparr1959 What compensation is it that you are looking for?

[Debbie_G]

Hi @dparr1959.

Thanks for coming to the community.

I'm sorry to hear about the difficulties you experienced with your order and the delay in getting a resolution.

As you've already raised a formal complaint and have requested either the compensation that was agreed or a deadlock letter, I'd recommend continuing to work with our complaints team directly on this matter, as they'll be best placed to review the outcome of your complaint and any commitments that were made.

I appreciate this has been frustrating, particularly given the length of time the order remained unresolved.

Debbie

[dparr1959]

Compensation as ofcom rules £6.46 per day times 27 days = £174.42 was the amount calculated and agreed with the complaints department.

Quote from ofcom :

Our automatic compensation scheme means you can get money back from your broadband and landline provider when things go wrong, without having to ask for it.

Delays with the start of a new service

• If your provider promises to start a new service on a particular date but fails to do so.
• Compensation: £6.46 for each calendar day of delay.

 ,https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know

[JimM11]

@dparr1959 Continue as per the advise that @Debbie_G has supplied to you.

[dparr1959]

I did not won't to move to EE from Plusnet but because I wished to keep my home phone was told I would need to migrate to EE.

If I moved myself earlier before the compulsory move to EE I would get a better deal £ 27.99.

It's bad when you to have to ring a company several times a week and  then receive emails and texts to say, we will get back to you in 10 working days as we are working on your complaint and this lack of communication on how to fix the problem drags on for over a month would would you have done.

If there is someone higher in the complaint department that knows what they are talking about and genuinely wants to solve this problem then please get in touch.

[JimM11]

@dparr1959 The Forum is public and no one will have any clue about who you are, the contact to EE CS complaints dept has to be you and you alone. Do not expect anyone unless you complaint is still open and go that way text/e-mail from complaints or just ADR it complaints code of practice is at the bottom of the page.

[dparr1959]

I have requested the complaint to be reopened 

[JimM11]

@dparr1959 Be sure to return and document all the items back to EE within the 14 Day's of the cancellation for the contract, keep yourself in good standing that way.

[dparr1959]

Equipment has already been returned and a email from EE confirming the return of equipment was sent to me.