Frustrating Experience Switching from BT to EE 1.6 GB - Need Advice

[ABehiry]

Hello Everyone,

I recently encountered a series of frustrating issues while attempting to switch my broadband service from BT (900 fiber) to EE. Here's a summary of my ordeal:

1. Initial Order with EE: After signing up for EE, everything initially appeared smooth. I received the router and awaited service activation, which never occurred. Upon contacting customer service, I was informed that my order was "stuck." They advised canceling and waiting 24 hours to place a new order.

2. Placing a New Order: After a couple of days without resolution, I created a new account and placed another order. Again, I received a router, but service activation failed to materialize. Meanwhile, my BT service was unexpectedly terminated without the new EE service being activated.

3. Billing Issues and Account Confusion: Despite no service activation, EE billed me for service on the first account, claiming it was "up and running." Repeated calls to customer support yielded conflicting information with no resolution in sight.

4. BT and EE Account Status: BT confirmed my ongoing service, only to then cancel my account, preventing any further login. Concurrently, EE was attempting to resolve issues on my first account but then deleted it without notice. My second EE account now indicates an "active" service (which I have been billed for again) despite the service not being activated as promised by March 18th.

5. Inconsistent Communication: Adding to the confusion, I received a congratulatory email from EE welcoming me to their service, despite the unresolved issues.

I've been in a constant loop of calls with customer support for a week now , receiving varied and unhelpful responses. Has anyone else faced similar issues? Any advice on how to proceed would be greatly appreciated.

[Neil-O]

Hi @ABehiry I'm so sorry about the problems you've experienced with your order. I'll send you a private message so you can get in touch with the community support team and we'll be happy to chase this up for you.

Thanks

Neil

[ABehiry]

Thank you Neil. I've replied to your message

[ABehiry]

Today I finally got an engineer from EE to visit me to check the problem.. after requesting this for a week and customer support telling me it's not possible.. 

and guess what.. I still have no internet because the engineer couldn't figure out what's the problem as everything seems fine .. but there's no connection.. 

and the funny thing.. is that right after the engineer left.. I got an email telling me that the case has been closed as it has been solved!

[ABehiry]

after two weeks with no internet , during which I was unable to work as I work from home, it's irrational to continue like this.. I've given up and I'm moving to another service provider.

[Jbai3]

Yes similar predicament still ongoing. I have the service now from EE but am unable to login to EE Broadband account as it hasn't merged with my mobile phone account . I was asked to open a new googlemail  account to link this service but cannot seem to log in To EE broadband as it keeps defaulting to my phone account. Now they have locked me out. Pure exasperation !

[JimM11]

@Jbai3 The two accounts are separate, your EE ID is what give you the ability to look at them, via one or two email addresses.

It is better to only have one EE ID tied to one e-mail address and have that ability to look at both accounts. Your situation looks like you have been asked to have separate and 2 EE ID due to the two e-mails, that may be why you are not seeing the correct information. You need the help of EE CS to sort this out.