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.
