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 responded to you, Peter.

I do expect the engineer to turn up tomorrow morning as I have now cancelled significant plans for this.

I see from various threads that sometimes engineers fail to attend appointments....

I will be seeking additional compensation if this happens tomorrow given the litany of errors and a failed migration. 

[Magpie26]

By way of an update, EE engineer came out this morning and could not fix
this.
Nothing wring with master socket or hub.

It needs escalating with Open Reach as there is a problem further up the
system.

I repeat my warning: DO NOT MIGRATE TO EE if you rely on broadband service.
Stay with Plusnet.

[JimM11]

@Magpie26 Are you sure it was an EE Engineer they sent? There is a difference getting one off those to an actual OR Engineer. 

[Magpie26]

Yes, it was an EE engineer. I predicted it was pointless and I was proven right.

I had no say in the matter. That is EE's procedure.

Open Reach cannot come until Tuesday.

So no broadband service for at least 6 days.

Does anyone have any ideas on how to expedite things? 

[JimM11]

@Magpie26 Think you are pretty much stuck until OR get's in front off it all, EE would have given you the available date for OR to attend and take a look at what is going on.

[Magpie26]

The ongoing hassle and impact of this on my family/ livelihood  is ridiculous.

They had one job to do...the total lack of urgency and customer service by EE on identifying and resolving technical issues means I have lost trust and confidence in EE being able to provide an essential service.

I see from another thread on a failed migration that a user cancelled their EE contract when they had similar issues.

How long would it take me to set up with Plusnet or another provider again given I have all the kit? Surely not 2 weeks??

I will give them a call now. 

[JimM11]

@Magpie26 My sister just did the OTS from EE to VF time to do so was Sept 19th signed up, she goes live on VF 7th Oct, VF set the date on there side. So that appears to be a 17 day transfer wait, off course it is also area dependant and both OR/VF availability for required work to be done. You are also stuck now with the PN connection removed, highly unlikely that will be restored while you wait.

[Magpie26]

It's likely a fault at the cabinet or higher up the system.
Everything in my house and wiring etc fine according to EE engineer.
Was promised a temporary hub but no sign of it arriving.
Why don't EE engineers carry these back up hubs in their vans to give to
customers with no service??
Again, nobody is putting the customer first when things go badly wrong.

[JimM11]

@Magpie26 Do you have a reasonable 4G mobile signal to get a temp hub from EE currently?

[Magpie26]

Thanks very much for supplying this information. It's a long gap. Who is
VF? Is this Virgin?