Home move issue

[debcal1969]

I’ve recently moved and despite telling EE before I moved they can’t complete the switch to my new address. I’m being told different reasons for this ranging from it’s an issue with the new owners of my old house claiming that line to can’t process the order whilst sending out a mini hub as can’t have 2 open orders. This happened twice as they firstly sent a hub to my old house. They’ve tried starting a new contract but that wouldn’t go through to stopping the line takeover but that wouldn’t work either. I’ve probably spent about 6 hours on the phone. Any ideas?

[Christopher_G]

Hi @debcal1969 

Welcome to the community.

We don't have access to customer accounts here in the community, so I can't see the reason why this has been happening.

I recommend continuing to discuss this with our Customer Support team so they can try getting to the bottom of it for you. If you're not happy with how it's progressing, I recommend filling in our complaints form. That way our complaints team will look into it and contact you to discuss.

I hope you're all sorted soon.

Chris

[debcal1969]

Thanks Chris 

I’m in communication with someone from the executive complaints team but not confident they know what the issue is really. He put the home move order through this morning but it didn’t go through and now they’re saying it’s our tv package that’s blocking the move from happening. I think it’s due to the new occupants of our old house taking over our working line as my hub is showing as online when it’s not. I’ve suggested cancelling my old contract and being a new customer but he’s saying he won’t be able to honour our current price. Has anyone else had experience of this?

[Christopher_G]

Has there been any movement on this, @debcal1969? Have you spoken with the executive team since your last post? They're in the best position to be able to help you with this.

Chris

[debcal1969]

They think it’s being sorted but waiting for the new owners broadband to be switched off so we can switch. I’m not confident tbh though as they keep saying it’ll be sorted but then it isn’t 

[Christopher_G]

OK, thanks for the update, @debcal1969 

Fingers crossed it's sorted soon. Please keep us updated with what happens.

Chris

[debcal1969]

Will do