Afternoon All,
I am really hopeful someone can help me as I’m going round in circles.
My parents started off their broadband contracts with Freeserve all those years ago and have always stayed with whoever the subsequent business was, as a result they are now with EE. I have now found them a much better deal with a different provider. The problem is leaving EE and migrating over.
When the new provider has a list of addresses, my parent’s property is listed as per Royal Mail (e.g. The New Cottage, 1 New Lane, New Town); however EE have always listed the address as the equivalent of The New Cottage, New Lane, New Town. The issue is the missing house number. This missing house number means that we cannot migrate over to the new provider as the new provider’s address (and Royal Mail’s) don’t match EE’s.
When asked to provide their EE account number to the new provider my parents cannot provide it as the physical letters they receive from EE have it partially redacted and my parents have got no idea what the log in details are for their EE Account.
EE have said on multiple occasions that they have asked Open Reach to make this change (to allow the migration to occur) but there has been no success.
Whenever we have telephoned EE and asked for the account number - having gotten past all the security questions etc. - as soon as they hear that it is to leave EE they go into sales mode.
(My parents wish to migrate over to the new provider and keep their landline number (as mobile signal is terrible where they live) if that makes any difference.)
Absolutely any assistance anyone can provide would be greatly appreciated.
