27-02-2024 09:24 AM
Horrendous experience with EE. 3 orders placed for a broad band router each time Iv been told by EE it would be sorted and open reach cancels it because they don’t recognise my post code even though they sent a router here weeks ago. EE no help they sound baffled and advise me it will be sorted and yet it never is. Apparently every Monday I should just spend over an hour ordering a new router only for it to be cancelled and repeat the same cycle. It’s not on at all
27-02-2024 05:11 PM
@Paully192 do you have a broadband or phone service at the moment?
Is it a new build that has yet to be connected to the Openreach network?
There will be a logical reason for orders being rejected, so just trying to help you work out what the issue is.
Could you post the results from the BTW DSL checker use your phone number if you have one, or the address check if not = post the results but hiding your number or address.
28-02-2024 11:36 AM
14-05-2024 07:56 PM
Hi
I am having exactly the same problem. My Mum ordered a new broadband deal in store which worked perfectly well but was very expensive. I cancelled it on her behalf to get the same deal online but much cheaper and they have cancelled her order twice without anyone being able to explain why. Each time you ring customer service on hold for ages without any real progress or answers.
I have a call back tomorrow but this has been going on for a month now. Have registered a complaint and will likely look for an alternative provider
17-07-2024 07:10 PM
Been without fibre for 10 days now, due to incompetence of EE.They seem unable to liaise with open reach, and are bringing in techies as call centre operators,due to the meltdown when joining BT.I will certainly be in touch with Offcom, and national press.
19-07-2024 10:36 PM
01-11-2024 07:35 AM
Openreach unilaterally cancelled my 92 year old parents' new ee home phone, Broadband and TV installation yesterday, without notice, and after my father had phoned them the day before (Wednesday) when they confirmed the appointment would definitely happen.
I am their son. After waiting over 30 minutes to get to speak to someone on their behalf at EE last night, their response was to confirm that Openreach had cancelled the appointment without even notifying EE and to raise a complaint on my father's behalf.
EE undertook to call me back this morning as apparently their system is still showing the order in one part of their systems and not in another part, and so they need to clear it down before they can then try to expedite a replacement installation appointment.
My parents are stressed out, having not had any of these services working for several weeks too. All this was meant to have been resolved with the installation yesterday. Both of my parents have major heart conditions.
They were previously customers of BT and Sky but I discovered they were being charged over £170 per month for their phone, broadband and Sky/BT Sports, so it was my bright idea to suggest they move to another provider. But, having tried to move them to Virgin, only to experience their diabolical customer service and failures to get their landline moved and working on the day of the installation (as per their TV ads where they falsely represent that it is all so easy and taken care of automatically), my father decided to cancel Virgin and go back to BT/Sky, only to be told by BT that he must become an EE customer as BT is being taken over by EE.
Given others' advice on this forum, I will see how EE do today but, failing a rapid resolution, I will probably go back to Sky on bended knee to stop the cancellation of their services and also contact BT to see if their account can be put back in place, all at a more reasonable price. That is most definietly what I should have done in the first place - negotiate a better price with the existing provider rather than go through enormous stress and time wasted trying to move to a competitor.
EE and Openreach - you absolutely have to do better than this!!!
I'm sending a copy of this message and the weblink to Martin Lewis. He is one of the very few voices in the UK that can render change in these inept service providers.
01-11-2024 08:25 AM
Good morning @maurnm.
Thanks for coming here and sharing this with us, I am very sorry to hear this has happened.
I understand this is a tough situation to be in and how many of us now rely on our Home Broadband services.
It's reassuring that this is with the right team and that they will be doing all they can to expedite this and get your parents services active as quickly as possible.
Just for reference as well, you can find all the details you need of our complaints code of practice here: EE Complaints Code of Practice - March 2024
It would be great if you could also keep me updated on the outcome of the call today.
Katie
01-11-2024 09:46 AM
Dear EE Community Support Team,
Per my previous post, I was promised a call between 09:00 and 09:30 this morning to address and resolve my issue.
Unsurprisingly, dare I say all too predictably, no call has been forthcoming and it is now 09:45.
Perhaps your powers are greater than mine...?
01-11-2024 09:51 AM
@maurnm When OR jobs run late, there is nothing that you can do, EE will have to do the re-schedule, no one has any access for account details, knows who you are or what is involved in the BB installation, it's a complicated situation that you have introduced with the move to VM, the cancellation and NO return to BT as EE are now the consumer BB supplier for the BT Group of companies. Once EE get the heads up today, why OR failed THEY will re-schedule the next available appointment slot.