House move - internet not working nightmare!

[Michaelafyfe]

I have moved homes on 13 December 2024 and started a new fibre contract with EE (I was a EE customer prior to my new contract) . I arranged the installation and activation weeks in advance and was promised internet on the 13th the day we moved in. EEs technicians installed my router and box and told me that there is a problem from open reach’s side and they would contact openreach to fix this issue. Openreach came about a week later than promised and said a different Engineer needs to fix the problem. Fast forward to the 24th of December we got assured that our internet would be activated , but no such luck . Lots of apologies and promises later we were told that we would get an update on the 30th of December, but no contact was made. On the Morning of the 2nd of January 2025 I received an Email saying that my EE contract had been cancelled (this is without me requesting it). I am now abroad and have no way of phoning EE and need to URGENTLY speak to a customer care agent via Email but of course EE doesn’t offer Email customer care service. This is ridiculous and the service is Shocking to say the least.  Any help would be appreciated!

[Katie_B · Accepted solution]

Good morning @Michaelafyfe. 

Thanks for coming here. 

I am very sorry to hear this has happened and that you are now out of the country. 

Do you have access to Skype?

I'd recommend calling 0800 079 8586 which should connect you to an agent. 

Speak soon, 

Katie

[JimM11]

@Michaelafyfe The message from @Katie_B is the best way to contact, but there can be many many reason's now why the OR fibre part has been cancelled, it can be as simple as you not getting text's from them and responding in a timely manner, but only EE can explain the reason to why it has all gone pear shaped for you now. If you cannot get through then just wait until you get back and deal with it at that time...

[Michaelafyfe]

Hi Katie_B yes we can get Access to skype. Please let me know how we should proceed.

Thank you 

[Christopher_G]

If you call us on 0800 079 8586 through Skype, it should get you in touch with one of our guides, @Michaelafyfe 

Chris

[XRaySpeX]

D/Load Skype & register an a/c with them but don't credit any money with them. Then you may call 0800 nos. FoC. I just used it to call BT when I had a phone fault.