Open reach cancelling orders

[Paully192]

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

[maurnm]

@JimM11 ...

The job didn't "run late", as I stated and EE confirmed, Openreach unilaterally cancelled the installation appointment, without any notice whatsoever to any party.

Complicated or not (I suggest it really is not that complicated), this is the opposite to the excellent level of customer service that EE say they strenuously aim to provide. 

I'd also suggest that EE's stated aim to answer calls to their support line (0330 123 1105) within 30 minutes doesn't qualify in most people's version as 'excellent' customer service.

I had already established that EE are the ones who have to reschedule the installation appointment (as you have stated, Openreach have no contact with EE's clients) and I'd rather hear back from EE's official Support Team ,here, or when I eventually get through to them - I've been waiting 18 minutes on the support line so far...

[Katie_B]

Hi @maurnm. 

Thanks for keep me updated. 

I would really like to see if I can get this escalated. 

When you have a moment please check your community inbox. 

Katie

[oldboatman47]

Hi,

Exactly the same problem here!

To give you some context, I’m currently in the process of switching broadband providers. I’m currently with Now TV, and while sorting out an issue with my mobile phone contract on Sunday, March 23rd, I was also sold a broadband package by EE, as I knew my renewal with Now TV was approaching.

This evening, Sunday, March 30th, I returned home and attempted to set up the EE broadband router as I had been informed that my activation date was Friday, March 28th. I was under the impression that I would simply be able to plug in the router and start using the service. However, upon doing so, the router displayed a blinking red light, and the connection did not work.

I contacted EE support and was initially connected with a customer service advisor who, while not rude, seemed unable to assist me effectively. She was unable to locate my account in the system and suggested that I was providing incorrect details — which I found quite frustrating.

Eventually, I was transferred to the technical team, who investigated the issue further. They informed me that my broadband order had been cancelled by Openreach. At this point, I was no longer interested in the technical details — I was simply expecting the broadband service I was sold to be up and running, as promised.

The technical advisor did their best and attempted to transfer me to the appropriate team — possibly the Orders or Provisioning team — but as it approached 8:00 p.m., the call was ultimately ended without a resolution. I was told to call back at 8:00 a.m.

As a customer, I feel I’ve been left in the middle of a situation that’s not of my making, and I find this unacceptable. I was sold a service with clear expectations, and those have not been met.

[Leanne_T]

Hi there @oldboatman47 

I am very sorry the order has been cancelled and the call ended without getting the order processed again. 

I would suggest getting back in touch with our technical support guides, to get information on why this was cancelled and how to get this sorted. 

Please let us know how you get on. 

Leanne. 

[eec_001]

Spotted this thread in a hunt for answers re. why our EE order has been cancelled twice by BT Openreach.

First time BTO couldn't find the property - its on the high street with a big fat number 6 on it. My eyesight isn't brilliant but even I can spot it.

Second time - no reason given and EE apologetic but seemingly powerless.

Third time lucky? Not looking good as received the dreaded 'please call us about your appointment' message late on.

Each time we have to pay £20 for a router so thinking of starting a collection as we have two delivered already. #3 en route apparently 🙂

I've been with EE since the days when they were Orange so have long and generally good experience. The BT Openreach 'partnership' must be embarrasing for them to defend.

[eec_001]

As expected BT Openreach have cancelled today's appointment. Their reason is that the building is "does not have full fibre". 
That would matter except we ordered FTTC not FTTP. 

Poor effort.

[JimM11]

@eec_001 You may wish to go look to see if you are in a FTTP area, the btw will say so, just use the address details on the checker, 2nd box top left click on it and it changes all the page details fill them in and have a look. If it say's you are in a Fibre area, then all fttc is out the window!

BT Broadband

[eec_001]

Thanks for the pointer - I looked at that a couple of weeks ago but hadn't appreciated the point about FTTC availability.
This is what it shows - so with the building not FTTP ready......

Featured Products	Downstream Line Rate(Mbps)
FTTP on Demand	330
Other Offerings
VDSL Multicast	Available
Exchange Product Restrictions
FTTP Priority Exchange	Y
WLR Withdrawal	Y
SOADSL Restriction	N

FTTP is not available.

As a fibre priority exchange, FTTP has priority over other products if available at the address

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

[JimM11]

@eec_001 Looking at what you have posted, Fibre priority exchange and WLR withdrawal, lot going on with it, are you already a EE customer with an older legacy product per chance! Would be good if you said what as nothing indicates on any off what you have said before! Your order is FAR from straight forward!