HOME BROADBAND DISCONNECTION WITHOUT MY AUTHORISATION

[allanstav]

On 17/11/22 i received a text message from EE stating that my broadband disconnection had been finalised, HOWEVER I had not requested this and subsequently found out that EE's systems had been hacked/effected and many customers were disconnected. This has caused problems with now having to set up new accounts, being send new equipment which had to be returned etc with little communication from EE and no compensation. WHY ?

[XRaySpeX]

Is this for fixed Home BB over a landline or for mobile BB? Which router did you have?

[allanstav]

Fixed Home broadband with landline & with EE router ?

[XRaySpeX · Accepted solution]

@allanstav : Usually that happens when someone else has put in an order for BB & landline at your addy with some other ISP. Then your present ISP has to give you 2 weeks notice of this & allow you to say "No" to the transfer.

[allanstav]

That's where the problems arose, no notice given and immediate termination. I am led to believe it happened to over 200 EE customers. We were therefore without broadband till the end of the week, then given a new telephone number which took another ten days to change back to our own number, inundated with text messages and emails and now have a new 24 month contract when in fact I'm already more than halfway thru' my original one. Throughout the whole period, only two calls from EE and no updates or anything. The whole problem stems from EE systems being hacked/compromised or whatever and nothing at all to do with the customers.

[Katie_B]

Good morning @allanstav. 

I have sent you a private message to gather more details.

Katie.