Home move

[AndyT306]

So I tried to process a home move and my current service is available at the new address but EE can’t supply it and will only give me a full works package at nearly double the cost!

a week later and over 3 hours on the phone I’m now told I can’t place an order without cancelling my tv package

have asked for complaints to be raised and received no contact

have already moved out and still paying for services 

[Mustrum]

Oerhaps they are thinking the Smart Hybrid Connect backup will keep you going until a port in the cabinet becomes available.

Have you had a look to see what the mobile signal is like in the new property?

[AndyT306]

The mobile signal is okay, they can offer me fibre standard package as a new customer but can only switch me to a full works one

I don’t need more speed as I’m the only user anyway

At this rate I’ll be switching to sky which feels like swearing!

Have been with orange/ee for 25 years on mobile and this is how I’m treated!

[Peter_W]

Hey there @AndyT306.

We aren't able to view the exact offers available to you in your area via the Community, but it may be that the standard fibre package available at your new address doesn't quite match what you're on at the moment, so wouldn't be a valid option. 

We would want all of this to be communicated clearly though, as the last thing we would want is for you to feel in the dark about all of your options. 

I can see you've mentioned asking for complaints to be raised; have you had a chance to reach out to our dedicated complaints team?

There's a webform available on that page, and they'll be able to review all the details of your case so far, and make sure we've done everything we can. 

Peter

[AndyT306]

I’ve checked the new address and there are several options including my current package… but home move say they only have access to one option 

I have submitted a complaint on the web form but have heard nothing 

[Mustrum]

@AndyT306  unless the BTW DSL Check you posted earlier was not your new address, then the only thing available to you is ADSL. The VDSL (Fibre 74) is showing as having a waiting list, so not available. 

It is not something you can be put on, you just have to keep checking until you see it is available then get an order in before anyone else. 

I don't see how you can think anything else is available.

[Peter_W]

Thanks for confirming all of that for me @AndyT306 

When was it you raised this complaint? 

We recommend it can take up to 7 days for them to review your case, but it can often be much quicker than this too,

Peter

[AndyT306]

If I put the address into the website it is offering me Fibre 36/50/67 essentials

i am currently on 67 essentials

home move can only offer me 67 full works

[AndyT306]

My first complaint was on 08/08 and I’ve heard nothing

i submitted again on the webform yesterday 

the contact times for customer service are rubbish as well, as a working single parent I don’t know when I am supposed to spend an hour on the phone to them

[Peter_W]

@AndyT306 If the complaint was raised by our team over the phone, then someone should definitely follow up with you before this is closed. 

If you've submitted the webform yesterday though, someone will definitely pick this up soon and be able to look over everything that's happened so far. 

Peter

[AndyT306]

well i was promised a follow up call to re-order the home move at 9.15, guess what?