Migration from Plusnet to EE a disaster

[Magpie26]

Warning !!!!!

Avoid migration to EE from Plusnet.

I assumed it would be straightforward process as all owned by BT but has been an unmitigated disaster.

No broadband for 24 hours so far.  Poor customer service with contradictory messages.

4 hours on the phone to EE migration team in Doncaster.  Ruined my day

My complaint was "resolved" yet no resolution.

Still no broadband.

Will continue with Complaints procedure and then escalate to Ofcom. Vulnerable, disabled, elderly customers in particular consent to migration to retain landline and then end up in this limbo without a landline or broadband.

Meanwhile I can't do my job and my kids can't do their homework.

Appalling service. 

[Magpie26]

I have a very small data package as I work from home and I rely on my
broadband. Currently sitting in the library to use their broadband but I
cannot do this for my job as I am bound by confidentiality and data
protection obligations.

[XRaySpeX]

No VodaFone! Virgin Media is VM.

[JimM11]

@Magpie26 Wither you decided or just did not wish to respond to the requested information earlier in the post, there is just not anything that can be done further, think you need to ride the storm and see what OR does to get you reconnected or if EE has dropped the ball and not set it up as required for them to supply your BB connection. Engineer from OR on Tuesday will test the connection back to wherever it is currently and go from that point onwards. 

[Magpie26]

Thanks v much, Jim for all your feedback/ thoughts.

Sorry I did not see earlier post so not sure what information is missing.
I just think EE should put contingency plans in place for customers.
Cannot be beyond the wit of man to support customers reasonably when they
have dropped the ball and there is a long delay to fix matters.

[JimM11]

@Magpie26 The plan is when the transfer fails, EE get's OR to sort out at there end if it is a delivery issue and not an EE issue.

[Magpie26]

Agreed and understood - but should still supply customers with interim broadband whilst sorting out their mess in the background.

[Magpie26]

Openreach engineer here and says its not a problem with Openreach.
He says it's EE's fault.
What should a customer do in these circumstances?
Going around in circles.

[JimM11]

@Magpie26 There is nothing you can do, the OR Engineer will report the findings back to EE overnight, then EE has to look at why the connection process has failed there end, can now be anything, bad hub, bad cable, failed switchover EE software profile to you etc etc. If you still have the PN hub, think you can go to it, adjust the parameters for third party connection and see if it will connect. Web interface is what would be required and below the EE connection details as linked. You will have NO ladnline phone as the PN hub cannot do that currently but you may get Broadband up and running if it is an EE Hub issue.

How Do I Use My Own Router for EE Home Broadband? | Broadband Help | EE

[Magpie26]

I didn't let the OR engineer leave until he had spoken on my phone to EE
Migration Team. He then called his OR manager and called the OR Build Team,
whilst in my house.
Cabinet/ street kit etc all fine.

It transpires after long internal phone calls from engineer that the OR
Build Team had not completed the Migration but had shown it as completed on
the system.
So EE/ OR both looked at their systems and said "all fine" - yet no
service...

Thank goodness the engineer was happy to sort there and then, as the EE
team would not have been able to go behind OR's internal systems and
identify the error and the whole sorry saga would have continued for days /
weeks, both blaming each other....

As a result of the OR engineer speaking to the OR Build Team, a switch was
flicked higher up in the system and BB worked immediately.

[JimM11]

@Magpie26 You will be one happy camper now, and there is just NO WAY to know which one is at fault, but seems in this case OR did the oops.... As you are still copper connected then all the old rules apply, leave the EE hub on 10 day's to see and stabilise the connection, the landline plugged into the back off the EE Hub for your DV Digital Voice, if not up working straight away, then allow 24-48hrs for it all to gel together, no longer than that time though so do keep that in mind....