My Broadband Installation order has been cancelled by EE. What is happening ?

[MikeWilliams33]

Received email from EE cancelling my broadband installation order. I am confused. I did nothing. In fact my modem just arrived in the mail today. 

[XRaySpeX · Accepted solution]

This user discussion forum can have no access to your specific account. You need to raise this with CS.

[MikeWilliams33]

Just wondered if others had had this experience. Seems most bizarre. Can’t imagine why EE would cancel after delivering the modem and with 7 days of the installation date. I did nothing that should have caused this except perhaps directing the modem delivery next door. ! On the email, they say they cancelled it. No reason. On the app it says I cancelled it - I did not. 

[Minkey1]

@MikeWilliams33 

Likely some engineer resourcing issue. But you’ll have to ring CS.

An email cancelling without giving a reason, and then in the app giving a wrong reason?

Disgraceful way to treat customers.

Whoever designed these communication processes should get the sack.

Hope you get back on track 🙏🏻

[Paul1385]

I had mine installed yesterday and got a message saying I had cancelled I now have no internet and I work from home it’s a joke  I’m fuming 

[Ritu_D]

Hi @Paul1385 

Thanks for reaching out here on the community. 

We do not have account access here, I would recommend getting in touch with customer service who will be able to take a look at this for you. 

Thanks 

Ritu 

[Trev-B]

I got exactly the same. Had to complete sign up again over the phone, so my charity lost out on the £40 donation for online orders. Suspect that’s why they did it. 

[JimM11]

@Paul1385 That will be the computer no doubt, what you are about to receive can be taken back just as quickly!