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. 

[XRaySpeX]

Maybe while they were starting to mess about with it or maybe it was PN BB or maybe both.

[Peter_W]

Good morning, @Magpie26 

I'm really disappointed to hear about the experience you've had since making the switch from Plusnet - this is far from what we'd want or expect for you.

It's a good sign if you noticed a brief period of service, but appreciate how important it is to get this sorted if you work from home. 

Have you had a chance to speak with our team yet to check over how the connection is showing at our end, or tried our fault checker by texting HELP to 66033?

Peter

[JimM11]

@Peter_W There has been a few instances now, PN is stopped way before or that is what it looks like, so just not sure and no longer easy to advise the PN users, yes sugar happens a times.... Never had it myself when on sky, EE transferred the BB to them all stayed up and working even though i got the notification 3am in the morning and dealt with it all about lunch time.... 

[Magpie26]

I spoke to your team for 3.5 hours yesterday and all gave inconsistent
messages.

More training required.

Still no broadband service, no landline....

[JimM11]

@Magpie26 Did you call them 8am this morning as advised earlier in the post?

[Magpie26]

I called at 8am.
They don't know why broadband is not working as transfer is complete.

They are sending an engineer tomorrow morning.

[JimM11]

@Magpie26 Ok got it, with a sogea transferred connection and on DV, nothing you can do personally, the line is just pure data now so requires an OR Engineer to stick a tester on and see what is what on the line connection.👍

Will take it you just did a like for like swap, PN hub out cable and all, EE Hub in connected up the same way as the PN one was, landline now plugged into the back of the new EE hub.... All as per the link sent earlier in the post. 

[Magpie26]

I followed all instructions as required.

It's a like for like swap, identical to PN set up, supposed to be
super-easy..

I never envisaged a migration would be beset with such difficulties. Would
never have gone ahead if had known there was any risk of technical problems
and am kicking myself. But the service should be operational.

Plus my kids cld not watch Celebrity Traitors last night without BBC
iplayer so am in the doghouse.

[JimM11]

@Magpie26 Not much one can say to that, hopefully OR Engineer get's it all sorted tomorrow for you, there is a little work has to be done so may just be a straight forward oops on the OR side.

[Peter_W]

Thanks for those extra details, @Magpie26 

Fingers crossed Openreach help you get this sorted tomorrow, but I'm still keen to make sure we're doing all we can at our end. 

I've just popped you over a private message with a few more details now.

Speak soon,

Peter