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.
