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 was told I just needed to replace one hub with the other and it would be straightforward. I duly followed instructions.

I would never have agreed otherwise and would have stayed with Plusnet and got a Voip or whatever for the landline.

[JimM11]

@Magpie26 If PN has stopped the connection now, just stick the EE one on, hopefully it will activate and start to work if OR has done what is required and then EE has also done so for the activation. 

[Magpie26]

I have been trying the EE hub all day. Flashing orange all day.

So either OR or EE have failed in their contractual obligations to me. 

[XRaySpeX]

---

@Magpie26 wrote:

Copper wires still.

.

---

Like-for-like copper, i.e. ADSL > ADSL or VDSL2 > VDSL2, not ADSL > VDSL2?

[XRaySpeX]

OR have no contractual obligations towards you. Your contract is with EE.

[Magpie26]

If I had known if it was a whole day without Internet I would never have consented.

No comms given at all prior to this.

Still no sign of it.

[JimM11]

@Magpie26 In case you need, here is the electronic version linked below. Just use the 

Set up your EE Smart Hub and you more than likely have the 

Set up Smart Hub 6 Plus

https://ee.co.uk/help/broadband/getting-started

[Magpie26]

Ok, just EE then. Still a breach of contract 

[JimM11]

@Magpie26 One PN move like yours was weeks to sort out let's just hope you don't fall into that one.

[Magpie26]

Says VDSL range A clean

VSDL range B impacted

I am a busy parent with alot of responsibilities.

I freely admit I am not a technical person. I am precisely the kind of person who wld migrate eg wants to keep a landline and no hassle.