One Touch Switch Not so Simple

[DancingCapybara]

Completed my switch on Friday (31/07/26). EE engineer came and upgraded my ONT, connected the new router. Everything now working.

Contacted my old supplier (Onestream) to check when I can expect my final bill. They say the switch has not been fully completed on EE side. They are saying EE logged 2 jobs to the ISP portal, 1 switch and 1 line takeover. The switch has been completed but the line takeover is still 'in progress'. I've tried to contact EE, they just say they have completed everything, and Onestream say they cannot amend anything because they are the 'losing supplier'. They even sent me a screenshot of the ISP portal showing the outstanding job.

When I contacted EE with this order ID, they said it did not match what they had. Then transferred me to technical, who said they only deal with faults and ended the call. Anyone have any experience of this? Or know who to contact to get this resolved?

If it isn't solved soon, I will have to leave EE before the cooling off period ends to avoid paying both suppliers.

[DancingCapybara]

Thanks for the info.

I guess I will just continue to hound EE until fixed, in the mean time I have logged the issue as a complaint to formalise the issue and included the screenshot.

[XRaySpeX]

@Richardr66 , @garybs29 : All very well but nowt in those references say what happens when it goes wrong, in particular in this case when the 2 providers disagree as to the state of the switch, nor who is responsible for sorting it out. Sure, it's easy-peasy & you only talk to the gaining provider when everything goes smoothly, as it does in most cases.

[XRaySpeX]

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@DancingCapybara wrote:

EE as the gaining provider need to resolve this. I've had this confirmed twice by Onestream.

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He said, she said! Now get it confirmed by OFCOM.

[garybs29]

One Touch Switch failed? Your rights and next steps | BroadbandSwitch.uk

New provider is first point of contact, that is all It's ok to admit when you're talking about something you don't actually know btw...

[XRaySpeX]

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@garybs29 wrote:

New provider is first point of contact, that is all ...

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Yes, exactly.

[Richardr66]

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@XRaySpeX wrote:

@Richardr66 , @garybs29 : All very well but nowt in those references say what happens when it goes wrong, in particular in this case when the 2 providers disagree as to the state of the switch, nor who is responsible for sorting it out. Sure, it's easy-peasy & you only talk to the gaining provider when everything goes smoothly, as it does in most cases.

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In all cases it is the gaining provider who is responsible for sorting it out. Any issues could be the fault of EE, Openreach, or OneStream, but that doesn't mean that the customer should speak to anyone other than EE.

Indeed the EE website I linked to says that EE is the only people to contact.

https://www.ofcom.org.uk/phones-and-broadband/switching-provider/switching-broadband-provider