I've received a letter saying my services are being transferred

[bythes]

Hi,

I've received a letter saying my services are being transferred, however this request has not come from myself and I'm the account holder and also the owner of the address. How has someone been able to do this, and how to I resolve it?

I've tried ringing EE but I can't get through to anyone. The one time I did get through a call center operator just didn't know what to do and transferred my call through to BT (who I'm not even a customer of!)

Help!

[JimM11]

@bythes When you spoke to the CS rep, did they confirm that the request was valid and on the system? If you passed security, then all you/they have to do is deny the request to the requesting provider.

From a post link that @Mustrum supplied earlier should it help you.

Switching broadband provider - Ofcom

[bythes]

Hi Jim.

I am moving house, so I rang CS to start the home moving process. I passed security, but they then said I couldn't submit an order because someone else already had an open order on my address/account (which I guess might be the people buying my house but I don't actually know). They weren't able/didnt know how to reverse out the other order.

I've also had a letter saying that my account will be closed, but I've not asked for this, I just want to transfer my service to my next home.  And I'm gobsmacked someone else has been able to give instruction on my account.

I've had a look at that link from @Mustrum but not sure how that helps me. Which particular part of the page did you think was useful for me please?

[JimM11]

@bythes EE should not be able to select and put an open order on the system with your account still active. The OTS has went wrong, Does the letter not say anything about how to stop the process. 

New link

Simpler and quicker broadband switching is here - Ofcom

[XRaySpeX]

EE ought to be able to transfer your BB & a/c to the new addy regardless of the status of an order on your existing line. This must happen all the time with house moves.

Was a date given for this transfer to the new buyers? What is the date of your house move?

@JimM11 : It doesn't need to be an OTS. This could still happen w/out it.

[bythes]

Hi XRaySpeX, thanks for commenting.

No date was given for the transfer to the new buyers (the CS didn't actually provide any information as to why I couldn't raise a new order, only that my account was read-only or something similar).

I don't have a date for the house move, as it's not been agreed with the house chain yet. Though my buyers are pushing to move in around the end of this month/first week of November.