Home broadband still not connected

[helenpugh]

Anyone have any advice... following a home move EE could not complete the switch after several attempts. We changed to a new account and started fresh in new address for it to fail again. I think ive now placed over 10 orders and each one has failed. They dont inform me I just notice it on the app saying order closed. I spoke to multiple people including managers. Ive been told a string of reasons why from old telephone number not transferable, new number not worked, NOW tv caused an issue etc etc. Now just basic broadband attempted and still failed. Could be initial address was typed wrong I was told although my paperwork shows it as correct and its failing again. Ive now pointed out that as I can't speak to openreach to discover why there is a problem with the address and how they intend to fix it someone from EE must do so on my behalf. Im meant to be having someone call me back by Saturday as they are now since the start of Nov talking to openreach who apparently claim in may just be an IT glitch. Anyone had similar and know what I should do next ? Im not holding out any hope of being connected this week. Im assuming I could take this to an ombudsman?  Any help or advice would be appreciated as im at the end of what I feel I can put up with now ( this has mentally on top of a house move really affected me ) Thank you all

[XRaySpeX · Accepted solution]

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@helenpugh wrote:

Im assuming I could take this to an ombudsman?

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Yes, but not directly. You need to make a formal complaint to EE 1st & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .