House move broadband delays ?

[Kazzz1]

Has anybody else had a nightmare with EE House move ? I've been told numerous dates , each date came and went with no broadband and now they are blaming open reach and are unable to give me any switch date ??

[Mustrum]

@Kazzz1   there can be many reason why house moves get delayed, not least the previous occupiers asking their suppliers to cease their service, meaning a new order cannot be placed until the cease completes. In may cases this can be up to 30 days.

So much will depend on how long the property has been empty, if you have ordered a product that is readily available in your new property, how much notice and so on.

Openreach are the company that deliver services to the property, so the key is why Openreach are not able to deliver the service.

If you want to share some of that information people on this community may be able to help.

[Kazzz1]

It's nothing to do with previous occupier,  I was assured my broadband would go live and it hasn't I rang last week and they said it was a huge uk wide issue that all customers are experiencing due to open reach not sorting orders,  the last ee advisor I spoke to said it would be live on Tuesday I called on Tuesday and was told I was one of thousands of customers with the same issue so I'd like to see how many people are really having this problem, my issue is I live in a remote rural area and can hardly get 3g or use the Internet . I have unlimited 4g on my phone contract anyway so not much help offered by EE  . The fact that they can't even give me a time frame is ridiculous?

[Christopher_G]

Hi @Kazzz1 

Our broadband team will be working to get it installed as soon as possible. Thank you for your patience so far, if you would like to discuss this further, I recommend speaking to our Broadband Care team again.

Chris

[SukhvinderDhat]

This is total **bleep**, BT process are **bleep** since taking over from EE. The clowns at BT don’t want to serve customers they want to create delays to show how busy they are. Just been through this process 6 or 7 times and they can’t seem to get their act together after a month. I feel sorry for the customer service staff that have to deal with BT crap systems, processes and managers. They should privatise BT network, wholesale and retail and then they might figure out what customer service means. 

[SukhvinderDhat]

Are you for real? 

[XRaySpeX]

@SukhvinderDhat : What do you mean "BT ... since taking over from EE"? They haven't! EE have been part of the BT Group since 2016 & both BT & EE are still separate ISP subsidiaries within the BT Group.

If you have gripes about BT processes you should be aiming them at BT not EE.

[SukhvinderDhat]

First let’s be honest BT is the parent company of EE. The customer service staff I have been speaking too are all working for BT, the Emails say BT Group. They tell me that they are using BT systems to log and action activities. The EE staff are now BT and the systems they are using are not the EE systems they have migrated to the the **bleep**ty BT systems that don’t work. Look at the rating on trustpoilt if you want stats and what I am saying as a customer.